Altura B&B

We got there at 8 PM and the rooms were freezing. The duvets had stains, and cold drafts came in from every side. The bathroom heater couldn't be switched on because the owner had taken out the double plug. The following day, he sent me an angry voice message because we'd left the room heating at 18 degrees, then told us we weren't allowed to keep it on. When we tried to complain, he shut us down straight away, saying he was a lawyer. A terrible experience.

There were a lot of bedbugs in the room, which was the one real downside. The staff were kind, welcoming, and helpful, and they left juice, milk, and snacks for breakfast.

The owner stopped replying when I begged him to understand our situation. We can't stay at the b&b next weekend, or any of the ones after that, that's certain. My disabled daughter has an appointment at Meyer in Florence, and we're on the waiting list. I asked for a refund five days in advance, but the owner said he couldn't remember what cancellation penalty Booking had set, even though the owner chooses it. Booking kindly said it understood, but that it was up to the owner to respond humanely to our situation. That's no way to treat people! You reap what you sow. Thank you.

The host was so kind, welcomed us warmly even at 11 pm, and explained everything in detail. We felt at home right away. Our room was very clean, with a balcony facing the beautiful countryside, and the air conditioning worked great. The shared bathroom was spacious and really clean. We could use the kitchen too, and it had everything we needed. We had a restful night here. Thanks!