Starhotels Excelsior

Good
Traveller Type: Family with Young Children
  : Location, updated facilities and modern interior
  : Tough beds, price, booked a room for 3, which was said to be upgraded to junior suite at checkin but still seemed a room for 2 and 3rd bed was not installed and was just a sofa-bed in the end. For the the price of 377 a night was too high.

Very Good
Traveller Type: Traveling as Couple
  : Not far from the city center, a comfortable room.
  : Some staff members were not very pleasant

Disappointing
Traveller Type: Traveling as Couple
  : We chose this hotel for its convenient location next to the train station. We were able to leave our luggage at the hotel after checking out.
  : On the day of our arrival, the hotel was hosting an event. The lobby was crammed with people and queue management was non-existent. Later when we wanted to take a bath it transpired the plug in the bathtub was broken. A member of staff came and told us there's nothing they could do to fix it that night. They offered us the only room left in the hotel which was again without a bathtub - not what we paid for. When we checked out in the morning the receptionist didn't seem to care much about the inconvenience caused. The only thing they were able to offer was an insincere apology, rushing us to pay and leave.

Poor
Traveller Type: Traveling as Couple
  : Good location if you take the train to/from other cities in Italy. Also, it is less than a mile from the center of the old city.
  : Extreme heat in the hallways and in the room and the A/C was not working. It was really really bad. Also, the rooms (even the super deluxe rooms) were very dated.

Disappointing
Traveller Type: Traveling as Couple
  : Location close to Train station
  : Breakfast staff not friendly Rushes you wants to remove the plates while you have not even finished eating They also turned off the air conditioning in the middle of the night i woke up sweating without prior ! The heat is Very unhealthy esp for seniors

Wonderful
Traveller Type: Solo Traveler

Good
Traveller Type: Family with Young Children

Very Good
Traveller Type: Traveling as Couple
  : Clean, comfortable,
  : There was an evening and most of the next day at a time that it was cold outside that there was hardly any heat, in fact we were cold.

Disappointing
Traveller Type: Family with Young Children
  : The location was great, near the train station and a 20 minute walk into the main square.
  : I was extremely disappointed with the service, especially considering the premium price per night. Upon arrival, and well aware that a cot for our 9-month-old, which we had requested online, might not be guaranteed, I made a point to double-check with the front desk staff. Despite reassurances from a rather dismissive attendant that a cot had been arranged, we were frustrated to find none in our room at check-in, four hours later. This oversight necessitated a frantic call to the front desk while our baby, needing a nap, was left crying. It took another 20 minutes for the cot to be delivered to our room.Additionally, the communication between staff members was poor. We had arranged for assistance with our luggage upon checkout, calling the lobby well in advance. However, this was not communicated internally, forcing me to rearrange this during the busy checkout process. This delay nearly caused us to miss our train to Florence.For the amount charged, I expected seamless service, which was sadly not the case. This experience was not just disappointing but unacceptable for a hotel of your repute and pricing. I hope this feedback prompts a review of your customer service practices to ensure that future guests do not encounter similar frustrations.

Pleasant
Traveller Type:
  : The location & the property was nice
  : N/A