"Firstly let me start by saying that Lucca is a beautiful city and a definite must see. The hotel was pleasant. The staff were really lovely and couldn’t fault them on anything. The location of the hotel was great but if you are in a hired car, ask for specific directions to the hotel, it will definitely save you time as you have to get a special pass from the hotel which only allows your vehicle in for 15 minutes, after which you need to exit the gated town and park in one of the allocated parking areas or the hotel does suggest a parking bay inside the wolled in city at an additional cost. We traveled as a family of five, my husband and I took a suit room and our three kids took an additional two rooms. Our room was very large and spacious and very clean. The kids got allocated more entry-level rooms rooms and were much smaller but clean and well serviced. Their rooms were well air-conditioef however our room, 308 to be exact, did not get cool in the four nights that we stayed there. We did reach out to the reception and they had to manually reset our air-conditioning which they did promptly, however the temperature did not drop. They then sent up a technician who said everything was working, however they did not manage to fix the problem. If you are wanting laundry done, keep in mind it is only done from Monday to Friday. For turn down service you get no complementary waters but we phoned reception and they brought up waters with 2 minutes. As far as location and what Lucca has to offer, it’s a beautiful city with a great vibe and incredible pet friendly."

"I was surprised at the anonymity and discomfort. An old hotel with charming pretensions of luxury has vanished into impossible to use high tech modernization. The most shocking thing for me was having heard every word and burp and fart in the room next door! The staff was excellent and helpful. I can’t see a reason to stay there again"

"Our stay at the Grand Universe Autograph Collection in Lucca is one of the highlights of every trip to Italy. We've returned twice a year for the past several years, and each visit reminds us why we keep coming back. The staff is exceptional—warm, welcoming, and genuinely dedicated to making every guest feel at home. Their attention to detail and personalized service are second to none. The hotel itself is beautiful, with elegant rooms that are impeccably maintained. The beds are unbelievably comfortable—truly like sleeping on a cloud after a day of exploring the charming streets of Lucca. The food is outstanding, whether it's breakfast or an evening meal, and the location couldn't be more perfect for experiencing everything this incredible city has to offer. One of our favorite traditions is ending the day with a drink at the bar or on the stunning rooftop terrace. It's the perfect place to relax, enjoy the atmosphere, and take in the beautiful views. After so many stays, the Grand Universe still feels special every time we arrive. It has become our home away from home in Lucca, and we cannot recommend it highly enough. We already look forward to our next visit!"

"Davide helped coordinate a van from Lucca to Monterosso Al Mare for the next morning during a Trenitalia rail strike. We were supposed to travel by train, so this was a great alternative with very short notice. Azura who works the rooftop bar was very hospitable and friendly. We enjoyed her service both nights."