Palazzo Del Capitano Wellness & Relais Luxury Borgo Capitano Collection

I’ve traveled a lot over the past 20 years, 28 countries in total and I’ve never experienced service as amazing as this. From Ivan to Marianna, excellence was the common denominator. I was truly impressed by the class and luxury you get when staying here. Trust me, you cannot miss this place.

Staff was very helpful. The location is very convenient. Lovely garden with small pool. Restaurant is lovely and has very good breakfast. Only complaint is that after booking first night via Booking.com, I booked 2nd night directly with hotel and received higher rate than if I had booked again via booking.com.

Avoid this place at all costs! The rooms and hotel are part of the Capitano group. It's a shame what they responded to my wife in the comment below. They lie! • Check-in is from 4:00 pm to 5:00 pm, which is quite late compared to other properties. The day before, we informed them that we would arrive exactly at 4:00 pm. We were greeted by a messy hallway and room. We immediately complained to the receptionist and the cleaner. We waited until 5:15 pm for the room to be cleaned. After we were finally able to enter the room, my wife needed to use the bathroom and slipped because the floor was wet. Disgraceful. If they had at least informed us that cleaning would be delayed, we would have extended our stay in Florence. They should have done that. • The room is located in a private apartment within a building. You share the hallway (kitchen, dining table, couch) with other tenants. This is not mentioned anywhere before booking. Had we known this, we would never have booked accommodation at this property! • As an apology for the late check-in, we received a gift voucher that we could use in one of their two boutiques. We visited them twice, once at 9:59 am and once around 7:30 pm. On both occasions, the shops were closed, so we couldn't use the gift voucher. Nowhere was the shop opening hours mentioned. We also complained to the receptionist during check-out, and he just replied that he knows the shops are not open. • The parking lot is located a three-minute walk from the property. To reach the accommodation, you have to climb a number of large stairs, and if you have a lot of luggage as we did, it becomes a problem. You are not allowed to drive your car in front of the accommodation, even just to unload your luggage. During booking, it says that parking is in front of the property, and even one picture shows a car parked in front of the building. This was especially frustrating as it is misleading. • The room did not display the WiFi password anywhere. After asking, they sent it to me via WhatsApp. The room had no trash bin. There was a small bin in the bathroom, but that was not sufficient. We had air conditioning in the room, but they did not leave the remote control for it. • We booked two nights. After the first day, the cleaner tidied the room but did not replace the large wet towels — she just folded them and placed them on the shelf. We were left with only one roll of toilet paper. All in all, this is probably the worst accommodation and service we have ever experienced. The property does not match the pictures (the tiles in the bathroom were supposed to be red, but ours were white). If something is advertised and presented through pictures, I expect to get exactly that after paying.