Palazzo Firenze by Baglioni Hotels & Resorts

I stayed at The Palazzo Firenze by Baglioni hotels and resort for a family summer vacation, as an international visitor I hoped that this would be the start of an amazing vacation with my family but instead, it was a nightmare. I checked into the hotel and was given my room information (we reserved a family junior suite which I paid over $10,000 US for). We tried to settle in and began to notice concerns with the cleanliness of the space. Our suite had two bathrooms, when we went to take a shower, one of the showers didn’t work at all, we informed the hotel and they said that there wasn’t anyone on site to repair it. Unacceptable, but there wasn’t anything I could do about it. Went to use the second bathroom and the shower head was extremely dirty (when wiped with the washcloth, it looked like brown and black soot was on it). Looking up to clean the shower head, you noticed mold on the ceiling. Along with the mold, it looked as if there was a leak that dripped down that corner of the ceiling (which explains the mold problem). The walls were dirty in the bathroom, there was a draining issue in the stand up shower… there were visible marks of a bar of soap and film marks on the edge of the tub. A used tag was on the tub ledge, there was a hole in the wall and the floor had visible debris as if it hadn’t been swept. Thank goodness I booked with a travel company who was able to get me and my family moved to a different location immediately. If not my family and I would have wasted thousands of dollars for a service that didn’t live up to their reputation. I do not recommend anyone to book in this location January 16, 2025 (in response to the owner's comments) First and foremost, let me address your statement regarding my not paying you for the night. As you stated, I booked my stay through a third party, which is why I paid them and they provided you with payment. Secondly, your statement claiming that I was offered the option to move to a bigger suite is false. This incident occurred around 2 am when things were brought to your attention, and as previously stated, I am traveling with two children. I was informed that there were no available rooms, which is why I reached out to my booking company. My booking company was provided with real-time photos of the conditions and was also informed that your facility advised my family that there were no rooms available. Yes, we stayed in the room for the evening because as a parent, how could I in good conscious force my small children to stay up later than 2 am, have them packed their things back up in a rush, and relocate anywhere? Why would I put my children through sleep deprivation and added stress? I let them sleep and relocated in the morning per the instructions of my booking company. Your foul attempt at avoiding accountability while defaming my character is the exact reason why my review is needed.

Perfect. Elegant understated luxury. Visually gorgeous. Boutique. Authentic Florentine vibe. Service impeccable—I felt totally cared for but never intruded upon. Wonderful central location. Fairly priced for the quality. I loved my room. Good air conditioning and plumbing. Wonderful view of the Duomo. The staff were consistently warm and authentic. Never fake or annoying. Great food! This is an all time favorite for me now. Grateful I chose to stay here.

Avoid at all costs! Tried cancelling a reservation 5 months out, only to be told it was paid for and non refundable. I explained my intention was not a non refundable reservation - they don’t care. The fact is: their website is highly deceiving, with a banner appearing while you are picking rates that states the “flexible reservations” (plural) and also “you can have “peace of mind if plans change”. (see picture). They now claim that this is a non-refundable reservation, they claim banner only applied to one type of reservations and don’t care to be flexible even though: 1. we are five months out 2. the banner is there and it is clearly deceiving to some!

Our stay at Baglioni Relais Santa Croce was nothing short of extraordinary. From the moment we arrived, we were greeted with warmth and impeccable hospitality. The hotel’s historic charm, luxurious rooms, and elegant ambiance made for a truly unforgettable experience. The attention to detail, from the beautifully curated décor to the exceptional dining, was beyond impressive. The staff went above and beyond to ensure our comfort and satisfaction. As a travel agent, I’ve experienced many luxury properties, but Baglioni Relais Santa Croce is truly in a class of its own. I highly recommend it to anyone seeking a perfect blend of history, luxury, and outstanding service.

My wife and I stayed here in January and had an amazing time! They upgraded our room for free, offering us views of the Duomo, the staff was super friendly and helpful and the location is excellent, very central. But the best part is the staff, on behalf of the Rubi family, thank you tk everyone that helped us out

High-end hotel with wonderful staff - very friendly and accommodating. However, rooms had no comfortable seating areas - basically a bench in front of bed and stiff chair. The bathroom was spacious, however, the shower was smaller than normal - effectively an uncomfortable, small shower, not well lit and very dated. For the money that was paid, expected more from the room. If staying in Florence again, would seek another hotel (other than pleasant service, no reason to choose hotel) and perhaps closer to the Uffizi Galleries area.

The staff are even more wonderful than the amenities and the location! Before our arrival, they arranged for tickets to the museums. They advised on train travel from Rome. When my husband suffered a walking injury, the staff got us to a clinic where he received excellent care. They were attentive throughout. Most highly recommended. Perfect spot for a stay in the best city in the world! Thank you!

Our honeymoon at Relais Santa Croce was simply enchanting. The Grand Deluxe Double Room provided a uniquely decorated retreat with stunning views of historic Florence. Impeccable service, elegant accommodations, and a prime location in the heart of the city made our stay unforgettable. We highly recommend this romantic haven for anyone seeking a memorable getaway in Florence.