Hotel Napoleon

I have relayed the following to the hotel and they have given me an apology and explained that the staff member in question was under stress and incapable of managing Lucca Festival guests due to technical issues. Quite rightly, they have acknowledged that this is no excuse for treating guests so badly and she has proved herself unfit for a role demanding stress management and professionalism. I should have received an apology before my departure so I will leave this review in the hope the hotel management will offer the staff member in question some training in management and customer service. I give two stars for the breakfast staff who were so friendly and welcoming it was really lovely going down in the mornings to smiling, happy faces. Unfortunately, I cannot give more due the unprofessional behaviour of an extremely rude woman who greeted me on arrival to the hotel on October 31st 23. Very little information was given on check-in and she was cold and unwelcoming but on entering my room I found it to be stiflingly hot so came down to reception to ask whether the air con could be fixed (it wasn't working) or whether the heating could be turned off. She gave me an insolent look and - to keep the review short - kept telling me it was my problem and there was nothing that could be done. Apparently other guests wanted the rooms like a sauna to dry their clothes after a wet day and there was no individual room control!? An unacceptable situation as the hotel now agrees, and I assume she's used to being rude to guests and frightening people away but of course I told her that wasn't good enough and I needed a resolution. She then rolled her eyes and huffed before proceeding to ridicule me to a pair of Italian guests in Italian, gesticulating at me with a sneer on her face. Her behaviour was petulant, childish, and downright disgusting; as a former travel professional I couldn't believe what I was seeing. I have never, in thousands of hotels, faced such utterly pathetic behaviour, and I strongly suggest the hotel reviews her employment in this role since she is clearly incapable of controlling herself under pressure. The other staff have been friendly, helpful, and polite so she gives the hotel a bad reputation for absolutely no benefit. Clearly, she is unfit for guest relations. This would have been a much better review without her. This is not to mention a young man who stared at me throughout like a constipated sausage dog. The rooms are pretty clean, an okay size, the shower was hot and the bed was turned down daily. I fixed the heat by opening the windows but the hotel is on a very busy, rather ugly road and there was quite a lot of noise. The location is outside the old town and the walk is close but not very nice with a very busy road, bad paths and a general sense you're walking in from no-man's land. As I say, breakfasts are good and the morning staff excellent. For the record, I like to give positive reviews but when there's someone this awful, it has to be said. The hotel should have given me an apology before my departure.

I'm having a great stay! Despite being on a busy street the windows seal noise well. My room is bright and cosy, but the real shining star of the establishment are the staff. Exceptional from first greeting, with daily smiles guaranteed. Also the quality/variety of the breakfast is the best of my trip - delicioso e grazie mille tutti!!

The room was clean, but I kept bumping into the Tv as it was placed in the narrowest passage at the foot of the bed. Mini bar only had water and the usual pen and paper were not there. Maybe this is the new normal after the pandemic. Anyway, otherwise the room was clean and breakfast was fair. You could get a bus LAM Verde to Pisa tower from just outside the hotel. Lucca is just 10 minutes walk in the other direction.

Unfortunately this was far out the worst hotel we've been so far! During our roadtrip through Tuscany we booked 1 night at this place (July 9-10) and reserved a "comfort room" for a higher price because it actually was my birthday. Well, definitely not a 'comfort' room and I would think they gave us the worst room of the hotel and made us pay 150 EUR! The room was super small, we couldn't even walk behind the bed because there was only 20cm space, and then you had to bend to avoid the tv that was on the wall (but not in front of the bed and could not move). There was mold in the bathroom (!) and the airco didn't work properly. Think it was the only room with no view and no balcony either. When my partner asked if it really was the comfort room we booked, the lady at the front desk was very rude to him and said that it was a comfort because the bathroom was updated (but moldy??? so updated 10 years ago???) and thát was what made it a comfort, not the square meters (which was maybe 15m² incl bathroom), and there were no other rooms available anymore. Maybe she just had a bad day, but she was aweful. Wish we never booked this room, if it wasn't so late and we hadn't paid for it, we would have left! We will end with one positive note: breakfast was great, and the personal working in the morning were very friendly. Too bad our stay was already ruined...