When my family and I first arrived at the hotel the front door didn't open, we kept ringing the door bell and knocking but no answer - even a cleaner went to the reception, saw us and ignored. After 20 minutes someone was coming in and had the access card so we went in and to our surprise there was a receptionist in the office next to the front door which felt like she was ignoring us and we were told that the door bell doesn't work.
When check-in, we were told that we had to pay the city tax which is normal but they wanted around 40 euros more than we were told by Hotels.com and I wanted some explanation why the amount was so much more and the receptionist and general manager seemed to be getting annoyed and kept referring to a printed paper they had with a new tax law in Florence and the general manager said "if you don't want to pay is fine, we will contact the city council and they will fine you" - she was really rude and unprofessional.
After all of this, we were told that the rooms were ready and we could go up and to our surprise only 1 rooms was ready ish (as I could do a better cleaning job) so we had to wait in front of the room while they quickly put some bedsheets, towels and toilet paper.
The entire hotel including the rooms were badly cleaned, breakfast was horrible. The pictures on the site made it seem like there was a balcony on the rooms but that is not true the balcony is where breakfast is served. This hotel should be 1 star or 2 max. Stay away!!!