Hotel Palazzo del Capitano Wellness & Relais - Luxury Borgo Capitano Collection

The spa was a lovely private retreat, dimly lit and set up with massage, steam rooms, whirlpool tubs, a sitting room, and a private bath and shower. There were wine and cheese options and bottles of water. We also spent time by the pool and in the garden, where massages, hot tubs and drinks were available. The hotel sits inside the walls of a medieval Borgo, right among the Tuscan towns. We could drive through the old gates to unload our luggage, then park for free just down the hill. We were welcomed into the lounge for a drink, and staff carried our bags up to the room. The rooms were very clean and modern for a 500-year-old building. There are no elevators, as with many old buildings, and the place is no more than three stories high. The bathrooms were modern too, with huge showers, LED mirrors, heated towel bars and working exhaust ventilation. Breakfast, included in our stay, was at their restaurant down through the garden; you can also book dinner there. The town has a few other restaurants and cafes, plus a couple of small bars and lounges for nightlife. The family who owns the hotel also has several other buildings in town, including B&Bs, a restaurant, a specialty food store and a perfumery. They’ve turned a run-down medieval town into a lively community for tourists and locals.

The property’s pool and garden were a highlight, and the family running the place were so friendly. They were glad to help with recommendations and reservations. The hotel feels luxurious, and its 1200s building has been renovated beautifully. The staff were phenomenal. We can’t wait to stay here again.

We found the breakfast okay, with plenty of options, though food choices in the village are limited and seemed a bit pricier than elsewhere. Our room was comfortable, clean and traditional, and the hotel itself was excellent. Staff were faultless and impressive from check-in through checkout. Thank you for having us.

We booked two nights, but after the first day the cleaner only tidied the room. The large wet towels were folded and put on the shelf instead of being replaced, and we were left with just one roll of toilet paper. There was no WiFi password in the room, though they sent it over WhatsApp when I asked. We had air conditioning but no remote, and no proper trash bin, only a small one in the bathroom. The room is in a private apartment in a building, with a shared hallway area that includes a kitchen, dining table and couch. This was never mentioned before we booked. If we’d known, we wouldn’t have stayed here. The room and hotel are part of the Capitano group, and their response to my wife’s comment below was a shame. They lie! Check-in was listed as 4:00 pm to 5:00 pm. We told them the day before that we’d arrive at 4:00 pm, but the hallway and room were still messy when we got there. We complained to the receptionist and cleaner, then waited until 5:15 pm for the room to be cleaned. When we were finally let in, my wife slipped on the wet bathroom floor while going to use it. It was disgraceful. If they’d told us cleaning would be delayed, we would have stayed longer in Florence. They should have done that. As an apology for the late check-in, they gave us a voucher for one of their two boutiques. We tried to use it at 9:59 am and again around 7:30 pm, but both times the shops were closed. The opening hours weren’t posted anywhere. We mentioned it to the receptionist at checkout, and he just said he knew the shops weren’t open. Parking is a three-minute walk from the property, and getting to the accommodation means climbing several large stairs. With all our luggage, that was a problem. We weren’t allowed to drive up to unload, even briefly. The booking information says parking is in front of the property, and one photo even shows a car in front of the building. That was especially frustrating and misleading. This was probably the worst accommodation and service we’ve experienced. The property didn’t match the photos either: the bathroom tiles were shown as red, but ours were white. After paying, I expect what’s advertised in the pictures.