"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."

"Check you are allocated the room you paid for. We booked an Adagio room but were given an accessible room instead (a space that was in my view not suitable for disabled guests due to its very small size, and positioning of tabs, basin and unusually high toilet). Although breakfast was included in our booking, a staff member told us publicly that we were not entitled to it. After we complained, Vanessa from reception moved us to a bigger room and resolved the breakfast issue. From what we heard the confusion was caused by another couple with the same surname, it seemed they were aware of the room confusion but did not offer to put us in a more appropriate room from the beginning. Had we not raised the issue, we would have been left in an unsuitable very uncomfortable, inappropriate room for the remainder of the stay. The positioning of the hotel is very good."