Usuario invitado
19 de mayo de 2024
This hotel has a great location right on one of the central piazzas in Florence. We opened the window in our room and had fun just soaking up the energy of the square. The room was modern and comfortable, and the service was great. One small example that stands out: we had the hotel hold our luggage after checkout while we went to the Galleria dell'Accademia, and when we came back, a porter offered us bottles of water while they got our bags. The experience wasn't quite five stars because we were surprised by a 5% "discretionary service appreciation" charge added to our bill. It turns out that by default, the Rocco Forte hotel group adds a 5% charge to room rates and 15% to restaurant bills. The restaurant fee is noted in small print on the menus, and when we asked our server about it, they said we could remove or reduce it if we wanted. We were happy to leave it, since we would tip that much anyway in Italy and more in the US. But the 5% accommodation charge wasn't listed on the website or in our reservation email, and the receptionist didn't mention it at checkin or checkout -- it just went on our invoice. And 5% of a €1400+ room rate is a lot: we're talking an extra €70+ per night. If the hotel mentioned this up front, described who the money goes to, and let us choose the amount at checkout, that would be great -- it would be more convenient than the cash tips we gave to housekeeping and porters. But given that this "discretionary" charge was just silently added to the bill, it feels like a junk fee, and makes us less likely to choose a Rocco Forte hotel in the future.
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