"Dear Management of Helvetia & Bristol and Starhotels, I am writing this message as a long-standing guest of Helvetia & Bristol in Florence. My wife and I stay at your hotel several times a year and have always appreciated the location, the friendliness of your staff, and the quality of the food. The people working at the hotel have always been professional, welcoming, and helpful. However, during our most recent stay, I was genuinely shocked by what happened at check-out. After paying approximately €1,400 per night for our room, I was asked whether I would like to make an additional voluntary contribution of €70 for the staff. I travel the world every month and stay in hotels across Europe, Asia, the Middle East, and the United States. I have never experienced anything like this. At this price level, asking guests for an additional €70 contribution at check-out is, in my opinion, completely inappropriate. It puts guests in an uncomfortable and embarrassing position. Nobody wants to feel as though they are refusing to support the staff after spending thousands of euros on accommodation, dining, parking, and gratuities throughout their stay. For the record, I already tip generously. During this stay alone, I paid approximately €70 per night for valet parking, spent around €300 in the restaurant, and tipped staff members throughout our visit. If Starhotels believes an additional contribution is necessary, then simply include it in the room rate. Charge €1,470 instead of €1,400. At least that would be transparent and professional. What is not acceptable is placing guests in a position where they are effectively asked for more money at the moment of departure after already paying premium luxury-hotel prices. I made it clear to your reception team that this criticism is not directed at them personally. They were friendly and professional, and they are not responsible for this policy. Unfortunately, this experience has left such a negative impression that it will be our last stay at Helvetia & Bristol. After many visits over the years, I never expected that a checkout procedure would be the reason for us to choose another hotel in Florence. I hope Starhotels will reconsider this policy, because it is damaging the guest experience at an otherwise excellent hotel. Kind regards, Laurens van der Kroft Barcelona / Valbonne / Andorra"

"This is a lovely hotel in a beautiful period building and its central location could not be better. The welcome that we received was so warm and professional, and the reception, concierge, and breakfast teams were all first class. Thank you for looking after us so well 🙏. Our room (a suite in the older building) was also beautiful and whilst the bathroom was a little bit cramped we could not have felt more comfortable. My only complaint is the bar offering. A 5* hotel such as this should really have it gripped but it was so haphazard: On the first night, looking for a night cap, the bar was full so we were directed to the lobby. Despite asking, no one came to serve us so we just went to bed ☹️. On the second night (Monday) the bar was closed. So we were directed back to the lobby again! On our third and final night we finally managed to order some aperitivo but the service was so bad that we ran out of time and had to rush our drinks. I am sure that the bar experience can be easily fixed and I would highly recommend this hotel if you are looking for a great base from which to explore the delights of Florence."

"One of the nicest hotels we have stayed in Italy. Absolutely gorgeous and plush. Perfect location in the city center. The decor is dreamy. Truly italian design with Renaissance flare…as only the Italians can do it. We had a suite which was very spacious and well designed. I woke up every morning feeling like a princess!! Comfortable beds and pillows. Cozy bathrobes, great bath products, lovely turn down service. The rooms were always impeccably maintained. Excellent cleaning staff! Front desk and valet staff and Alessandro the concierge were lovely and more than helpful! They truly made it a wonderful experience. We cannot wait to return!"