We arrived at the address of Locanda Gallo that was stated on our booking confirmation. There was no reception at this address, but a locked door with a buzzer. When it became apparent that there was no-one available to answer the buzzer, we called a mobile number printed below the buzzer.

The man on the other end of the phone told us that there was no booking, and that the room was unavailable. When it was stated that we had already paid for to stay at Locanda Gallo through Hotels.com, the man replied that this was a matter between us and Hotels.com.

When Hotels.com was contacted, we were told to speak to whoever was ‘at the reception’. I countered that there was no one for us to talk to in person, and the man on the mobile phone was referring us back to Hotels.com. The Hotels.com customer representative was adamant that we needed to speak to that man on the mobile. When we called him back, his response was that he wasn’t actually in Florence, and if we wanted to sort something out, he could provide us with ‘lesser’ accommodations and ‘some money’ the next day. This rang alarm-bells, as we were not going to put our statutory rights in jeopardy by entering into a new arrangement with someone we had not met – and wasn’t available in person.

There was something of a tennis match going on, with us going back and forth between Hotels.com and the Man on The End of the Phone (there wasn’t anything else to call him – he didn’t give us his name). One of the Hotels.com customer service representatives we spoke to told us that this man couldn’t speak English (he did to us). Another Hotels.com representative told us that he was around the corner and if we waited a few more minutes he would come and arrange alternative accommodations.

By this time we were halfway across Florence, desperately trying to find another place to stay. The only relationship that offers any legal protection was between Hotels.com and us (not us and an anonymous mobile phone number), yet Hotels.com were disavowing our relationship when contacted. Hotels.com had already taken money from our credit card. They made no effort to resolve our problem with any of Hotels.com’s own resources, instead leaving us to fend for ourselves.

We contacted Hotels.com for assistance and were presented with absolutely no solution, other than being told that we should engage with an unsavoury person seemingly partaking in a scam. We were left on hold nearly ten minutes each time we contacted Hotels.com, which, due to international roaming, incurred great expense to our mobile account.

I cannot describe how helpless it feels to be left on a doorstep in a city of a country whose language you do not speak, with the night closing in, surrounded by luggage. Significantly out of pocket, having been charged first by Hotels.com, then our mobile provider, then the (more expensive) Hotel we eventually stayed in. I eventually had to turn to my bank to refund the money as Hotels.com flatly refused!

Because we had come to Florence specifically for cooking, our food budget quadrupled from having no access to a kitchen. We felt particularly aggrieved; if Hotels.com had offered something as simple as an alternative self-catering booking, everything would have been fine.

It is too risky to book accommodation in Locanda Gallo or any hotel via Hotels.com

As some others have pointed out, this is more an apartment than a hotel, there isn't somebody on the property all of the time, and you should have a cell phone when you show up.

We showed up outside of the 1000-1300 window, and before when we told them we'd be there. I called the phone number and Jacopo showed up 10 minutes later.

Our room was clean, well maintained and secure. Free wireless was provided by the property.

Although the walk from the train station wasn't inspiring, the walk south to the Ponte Vecchio made up for it.

Nobody made the bed or replaced the towels, but then again I wasn't expecting it.

To sum up, I'd stay here again, and that means a lot.

We had gone on the locanda gallo website well in advance to book a specific room with kitchenette in order to try and save money on food.

When we arrived, the owner showed me that the toilet is broken so we can't stay in the room... This can happen anywhere, no big deal... BUT the room he showed me was clearly NOT the room we had booked since it had no kitchen corner and looked nothing like the photos.

They obviosuly had no other rooms since he called his friend at some other hotel... He then sent me to the other hotel with the WRONG address and 2 phone numbers, one of which had no answer. When I finally reached the other hotel and found someone who spoke english, they gave me the proper address.... Once I found the new place, the lady was pretty rude and said "leave your bags, then come back after 8 PM"... Excuse me?? We were exhausted, needed a shower and she would not even show me the room, so for all I know I could be waiting all day to end up in a hole in the wall. Never mind that 95% of hotels have check in time around 3-4 PM not eight.

Needless to say, I found a different hotel for a cheaper price where everything went perfectly smooth.

Bottom Line = The owner is not very organized, and this made for a very stressful experience which I could have avoided by booking elsewhere.

My boyfirend and I really enjoyed our stay at the Locanda Gallo. Having read the other reviews, we knew that this was more of an apartment and not a hotel, so we did not expect the amenities of a hotel (fresh towels, bed making, etc). The room was quaintly decorated with a very efficient kitchen (thanks for the stove top espresso maker and sugar!), and mini fridge. Attached bathroom was clean with good water pressure. Jacabo, property manager, was very accomodating. As recommended by others, if you can, bring a cell phone to call when you arrive, or if you have any issues. Jacabo truely will come and help you with whatever you need, you just need to be able to get in touch with him. Quiet for sleeping. Take a bus from the train station to Piazza S. Marco; this will save you the hike from the train station. Overall, a fantastic stay. Great residential neighborhood, with an easy walk into the city center, without the prices of the city center. We'll be planning on staing here again!