How a hotel handles challenges tells me a great deal about how the hotel is run. With that said, Lorenzo and team are top notch. When we first checked in we were taken to a superior room. When I explained I had booked a junior suite we were immediately given the junior suite with the terrace. We had an appointment for 1pm but that was not a problem because they made sure our luggage was transferred to the new room. We also had another challenge, but when brought to Lorenzo's attention, he resolved immediately. Again, how a challenge is handled tells you a great deal about how a hotel us run. There were no excuses, they just roll up their sleeves and resolve the issue. I would not hesitate to stay at HOTEL RAPALLO!

Location - a 15 minute walk (1 mile) from the Santa Maria Novella train station. The hotel is centrally located enough that you can get just about everywhere you want within a 20 minute walk. We walked everywhere except when we needed to meet our tour group at a location with which I wasn't familiar.

Hotel - absolutely beautiful rooms. Nice bathrooms, flat screen TV. Our room had a huge closet. Nice crisp clean white sheets and real towels. I am talking the kind of bath towels that just swallow you up and wrap round twice. White towels and sheets say a lot about a room and these scream elegance. Plenty of task lighting and overhead lighting as well. And let's not forget the free wifi.

Staff - again, I cannot say enough about Lorenzo and team. As a customer service professional, I recognize and appreciate good customer service. They also have excellent local recommendations for meals. I happen to mention how tired I was and would love some good lasagna but I didn't want to go out. Loreno informed me the hotel doesn't have a restaurant, but can get food brought in. At the designated time, Lorenzo shows up at our door with lasagna and two glasses of red wine. He also had a beautiful white tablecloth and set up the meal on the patio. What a treat after such a long day in Florence. Now that is what I call excellent customer service.

Breakfast area and lobby - very clean and welcoming. Nice TV area and beautiful breakfast room. We had breakfast each day. Although it is quite different from the American breakfast that I am use to having, I did not go hungry for a lack of food.

Bottom line - you can spend all of your money at the Westins or other big hotels, but if you want to experience true Italian hospitality at its best, check in to the Hotel Rapallo and save some money to go shopping!

Grazie Lorenzo for making our trip to Florence so memorable.