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All reviewsrooftop poolsea viewjunior suitesmall poolfabulous hotelsea frontlarge bedwelcome giftgrand old ladylong weekendfood was fineold schooldeep bathtubgreat cocktailsa bit overpricedbeautiful roomwe loved our stay
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Reviewed 11 September 2017

I am not the person who complains a lot or likes writing negative feedbacks, moreover usually I am just lazy to write a review, but this one I promised myself to find time and do not forget anything.
1. Room with sea view happened to be partially sea view, however paid on booking.com for a proper one
2. Staff is very unfriendly - they are all like in coma and you feel that they are making a favor serving you.
3. When we arrived it was windy and pool was closed - porter told us that - but then I called reception and they told that its opened - I went upstairs in bikini, but the pool was really closed, only small back terrace was opened where people were tanning, next to the pool is restaurant, but staff in the restaurant also have no idea whether the pool is closed, why etc, seems like they know only their restaurant and whatever is even next door doesn't bother them
4. Next day pool was opened, but water was freezing - do they think that people are penguins. And by freezing I mean freezing - did not see a single person swimming
5. No bathrobes - when we asked - first we received hangers - they really do not listen to you)) from the second attempt we got bath robes
6. Nearly no bath amenities - 2 types of shampoo and soap - its 5 star in the end))
7. We asked for champagne glasses - first I was offered shampoo - twice)) then they told me to call to the restaurant, then after long explanation we received 2 water glasses, not even wine (I'm not demanding, but it's 5 star))) and people brought them twice - so we end up with 4 water glasses
8. At reception we asked about Spa - normal question - what facilities do they have - lady looked at us and said: I don't know, go and ask them, it's a small spa. Really???? She has no idea what services are in the hotel, usually reception upsells spa as this is additional income, but these people just do not care
9. Breakfast - asked for coffee 3 times, received zero, went myself to the bar - brought coffee, after may be 15 mins - received what was ordered - ended up with 2 coffee cups. Breakfast itself is also very not 5 star
10. May be I forgot something, but in general - nobody cares about anything in this hotel, careless staff, weird atmosphere, however the palace they are using for the hotel is beautiful, sea quay is only1 min way - and stroll there is a very pleasant experience. I am sure if managed properly it can be a great 5 star property, but as of now its just weird and overpriced

  • Stayed: September 2017, travelled with friends
    • Location
    • Sleep Quality
    • Service
1  Thank irina_zakhr
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Mariapia D, Direttore at Grand Hotel Palazzo – MGallery by Sofitel, responded to this reviewResponded 14 September 2017

Dear Guest,
thanks for your review and for your time.
I've read your description and I'm sorry to read your disappoint but I'm trying to answer your comments.
The staff is not rude but indeed, friendly and helpful.
The pool was closed for a day for the strong wind "the libeccio" that is very dangerous.
The pool it was closed because the wind is dangerous, and the crystal wall can not be opened for the safety of the guests.
Only the rear terrace was open, because it was more sheltered.
In the bathroom there is the Bolgheri courtesy line, prestigious and of high standard, sorry if you did not like it.
The breakfast? Everyone is spending positive feedback, sorry if you asked for coffee and the table service was delayed, so I apologize to you.
If you want to come back you will be welcome.

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 6 September 2017

14.07.2017 was cancelled the reservation (16540NMDQ290) because I was very ill and had to spend in the hospital several weeks.
The hotel confirm money refund. But the hotel deceived me!!!
After two months & long communication with different hotel's employees payment refund hasn't been done!

  • Stayed: July 2017, travelled solo
    • Service
Thank Svetlana K
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Mariapia D, Direttore at Grand Hotel Palazzo – MGallery by Sofitel, responded to this reviewResponded 14 September 2017

Dear Svetlana,
following your cancellation we immediately sent a request to the credit card circuit.
We solicited an answer and you are in copy in the correspondance.
Your money will be returned but if the late circuit is a mechanism to be respected.
Thanks anyway!

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Reviewed 6 September 2017 via mobile

I spent 2 nights in Livorno And I booked a special package with sea view room and SPA included. I had a wonderful stay and the staff was excellent. I will suggest this Hotel and I will plan To come Back .

Stayed: August 2017, travelled as a couple
1  Thank sonia p
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Mariapia D, Direttore at Grand Hotel Palazzo – MGallery by Sofitel, responded to this reviewResponded 16 September 2017

Dear Sonia,
thanks a lot for your kindly review.
We are waiting for you for your next stop here in Livorno.
Kindly regards,

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Reviewed 6 September 2017 via mobile

The hotel, the building, was awesome, but you get inside and the staff ( receptionists, house keepers, waiters..) were sad, not smiling, almost impolite! There is no one to help you with your luggage. Our room was just nice, not very clean, when we arrived the floor was wet...in the morning the bathroom smelled like a zoo!!! The shower ( never cleaned) throw the water every where but not down! When we arrived the temperature outside was 34 degree and they didn't put the air conditioner, so in the room was almost 40 degree!! The service in the swimming pool was unpleasant and impolite, at first we have to pay 5€ each person per day and the woman who is in charge doesn't smile, the first day we ask her for the towels and she just tell us that there is not place for us ( family with 2 girls)! The second day we went one more time to the swimming pool (that has un extraordinary view), but it is very little (5 persons and it's full), and it was very, very cold, I didin't went inside! They tell us that we can have fruits and water... there was a jug of water and no fruits....the third day we went to the beach! Bring your owns amenities , they gave you just a shampoo, not a conditioner or a body cream!!
Just don't go !

Stayed: August 2017, travelled with family
1  Thank Francisca J
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Mariapia D, Direttore at Grand Hotel Palazzo – MGallery by Sofitel, responded to this reviewResponded 16 September 2017

Dear Guest,
thanks for your review.
I'm sorry to read your negative feedback and I hope you will want to come back to find us to change your idea.
The staff is young, corteous and smiling, talking about sad people and rudeness is really not god, because we mention anything else.
I know my guys and I would never dare describe them like that.
Tastes subjective, I accept your feedback but do not share it.
When did you find the wet floor? the housekeeping to clean your room to welcome you. Bad smell in the bathroom like in a zoo, sorry but nobody ever did a complaint like that.
Everything can be improved and I apologize if we have not been up to your expectations.
If you want to come back, we're here for you.

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 5 September 2017

Beautiful hotel where you can feel history and magic.
From the hall to the restaurant in the terrace on the fifth floor, all it's amazing.
We enjoyed so much our stay here also for the staff at the reception, at breakfast and in the restaurant, they were all so professional and always smiling, which, in my opinion, is the best quality that makes you feel really welcomed.
We will definitely come back, if we are nearby!

Stayed: August 2017, travelled with family
Thank ghep1985
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Mariapia D, Direttore at Grand Hotel Palazzo – MGallery by Sofitel, responded to this reviewResponded 16 September 2017

Dear Guest,
thanks for your time and for your review.
I'm very happy to receive tour positive feedback, thanks a lot!
Kindly regards,

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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