Overall, we had a pleasant stay at 25hours Hotel Florence Piazza San Paolino. The hotel was lovely, the room was very clean, and the service was generally good. However, we were genuinely disappointed with the handling of our room upgrade request. Before our arrival, I contacted the hotel in advance and explained that this was our first trip to Florence, that we were celebrating our anniversary, and that I am an ALL Platinum member. I politely asked to be considered for a room upgrade, subject to availability, and was reassured that the hotel would do its very best to accommodate the request. Unfortunately, no upgrade was offered upon arrival. I fully understand that an upgrade is never guaranteed and is always subject to availability. My disappointment was not simply about having a larger room, but about the lack of personal attention to a request that had been communicated well in advance, particularly for a special occasion. Unfortunately, this took away from what we had hoped would be a particularly memorable part of our Florence experience. I am sharing this feedback because your follow-up specifically asked whether the hotel may have fallen short of our expectations. In this particular aspect, it did. I hope this feedback will be taken constructively, as a little more personal attention in such circumstances can make a significant difference to the guest experience.

Well located comfortable accommodation with a very different vibe. Unfortunately the check in and check out experience was poor and the staff didn’t have an understanding of the All Accor membership which left us being overcharged. All the other Accor hotels we have stayed in had a good understanding.

More than 20 minutes to check in. Check in staff had no sense of urgency and were unwelcoming. Carpeting around hotel was old and stained. Hotel room air conditioning did not work. Ended up opening the window which let in mosquitoes and caused us to be bitten horribly. Would never stay here again.

The lobby, the breakfast area and the room are anything but a regular hotel, full of colourful and original design. The room looks very nice but when you live in it you discover that it doesn't function that well. It has a boom box to listen to music. But it only has one tiny round table. No writing table to work on. It doesn't have a luggage rack, neither a stationary nor a collapsible one. The bedside lamp is the weakest I've seen in a long time, reading in the bed is a challenge for the eyes. All the switches look lovely. SAdly, the main switch sometimes worked andw sometimes didn't. The bedside switches are placed out of the reach of a streched arm so you have to hang almost over the edge of the bed to reach them; they are so far away because there is a gleaming silver panel in between, a perfect example of prioritizing design over functionality.

What an amazing architecture and staff. Had the best time still not gona lie. Defo gona come back. A bit pricey but worth it still.

We had one of the themed 'gigantic rooms as an end of trip splurge - it was 'quite the experience' - no spoilers, just give it a go

Following feedback is private to hotel and does not need to be published. We were celebrating our anniversary and had our baby with us. The hotel provided a cot and a personalised letter with small gift. Platinum status recognised with lounge access provided but unable to give room upgrade when asked due to a full hotel. The lounge facilities itself were delightful and peaceful without many visitors, including a private pool not open to hotel guests without lounge access. Standard charge I believe was 30 euro per person/per day. However, the lounge does not have regular catering service and light bites and refreshments were not replenished regularly. I noticed one bowl of fruit had fruit flies in it due to the holes at the bottom of the counter surface despite a plastic cover on top. Evening drinks are self service with a few bottles of wine and some tapas style food. This was not what reception staff told us and said there would be someone serving drinks in the evening. Rest of the day light bites replenished infrequently. Overall, a pleasant stay. I think the lounge might be new as it was converted from a large suite and might have some growing pains. It has the potential to be excellent.

We loved our stay in the heart of Florence. Excellent Steak dinner at Dario's restaurant!

I liked the hotel, it was comfy generally and the room was nice though having a shower right onto the room wasn't very practical with balcony opposite and the door wouldn't shut completely. I wasn't impressed with breakfast, it was a bit haphazard and things were broken or kept running out. Tea making was a faff.

Overall it was nice and clean. Breakfast could use a little change in variety. Often times the hard boiled eggs and whole wheat bread would finish long before 10:30 and wont be re-filled which was a bit disappointing. Service at the reception desk felt rude at times, and bare minimum to satisfy our wishes. Both my mom and my niece slipped and fell because of one of the rugs in the rooms (a smalll circular one), my mom is old and nearly broke her hip. That’s extremely negligent. We told the desk and the only response was whether she needed ice and that they would remove the rugs. They never did.

The hotel was located well in florence. Rooms were a good size. It was stupid as a hotel guest I had to pay for use of the pool.

Very nice hotel with great staff and facilities. Rooms are cool too. Nothing to complain about.

all ok

Check in and the first couple of days of our stay were lovely. Along with the hotel being in a fantastic location. The let down for us was the room cleaning on our second day, we left our room mid morning and added the please clean booklet sign on our door, we arrived back to the room late afternoon and it had not been done. The cleaners then knocked on our door and without waiting entered the room telling us it needed to be cleaned then, we requested an hour and then it could be cleaned. We arrived back to the hotel late on in the night and the room had not been done. On checkout, the attitude and lack of customer service was astounding. Upon checking my card had a hold €500 euro, upon checking out I was presented a final bill and asked for a card to charge this too, I attempted to repeatedly explain my card already had a charge and I was expecting my €100 deposit back. After a lot of back and forth it was then explained the final bill amount would come off the hold amount on my card. The rudeness from the staff during this exchange was awful.

Check in was good, our rooms were not ready but we did a pre check in and stored bags before heading out to do some walking around the city centre. Rooms were comfortable, clean and tidy. The medium rooms were ample size and functional for a couple. Dinner in house was excellent. Ceccini restaurant was very good, good food and good atmosphere. Breakfast was busy, but a good selection of food was available. Most importantly for me the hotel offered secrete under ground parking.