Tornabuoni Suites Collection in Florence

We stayed at Antica Torre during our honeymoon (booked through Chase Travel) from 10/17/25 - 10/22/25. Upon arrival, we were greeted warmly and shown to our room and also were told there were staffing shortages and she couldn't finish showing us the room and how the spa worked since they were short staffed at the front desk. Later that evening we went to the rooftop bar and were told again that they were short staffed and were advised against ordering food. We didn't think much of it since we weren't planning to eat at the hotel. The view from the rooftop was stunning and we just wanted to enjoy, which we did.

Unfortunately, on our second night we were riding the elevator down and the cable sounded like it snapped and we fell from the 6th floor to in between the 2nd and 3rd floor. Upon impact we both fell and I ended up hurting my ankle (which we didn't notice until the maintenance staff was helping us to climb out of the elevator about 20 minutes after we fell). We were offered an ice pack and asked if we wanted them to call us a taxi to go see a doctor. Since we didn't speak much Italian, we decided we would call our doctor back home and see what he advised. With his help we determined it was a sprain and we went to a pharmacy to find a brace. I was able to limp on it to the pharmacy and we were able to get a brace since this was in the middle of our honeymoon and we didn't want to miss out on all we had planned by waiting for a doctor to do the same thing. The woman working the reception desk also explained to us she had noticed a noise in the elevator when she had taken guests up 5 minutes before we got in the elevator but she had to get back to the front desk since she was the only one working and we unfortunately were the victims of the lack of the staff's ability to follow any sort of safety protocol due to their labor shortages.

The part that was most disappointing was how the hotel staff acted after this had happened. We were told by the reception person that she was short staffed and had to get back to the desk after I was sitting there having a panic attack after we got out of the elevator. And then as the weekend progressed, the only interaction we had with anyone was when I would limp down the stairs (6 flights from our room) and ask if we wanted them to call a doctor. We stated multiple times we had contacted our doctor back home and determined it was a sprain. We were finally able to talk to the manager 2 days after the incident where we were met with incredible rudeness. She stated that since we hadn't gone to the doctor there wasn't much she could do. We weren't offered anything after the incident, other than the ice pack, and after arguing with the manager who stated "this could've happened anywhere" we were given a bottle of prosecco and a bowl of fruit that evening, 2 days after the incident. They ended up taking off the drinks we had ordered the first night from our bill after we checked out, and no other compensation was offered.

To say we were disappointed with our stay is an understatement. We were excited about booking a 4 star hotel for our honeymoon and the hospitality this normally includes. What we got was anything but. This hotel is clearly understaffed and therefore it resulted in egregious safety issues. We are so lucky that Massimo was nearby when we fell, he was the only employee to seem to truly care about our wellbeing.

Please beware of this hotel, it is not what it seems, or at least it wasn't for us.

***EDIT*** The manager's response references that it could happen anywhere and yet we were told by the front desk person that the elevator failed back in May (2025) and then again when we were in it in October (2025). So yes it can happen anywhere, but it has happened twice in this particular hotel this year.

Overall, the negative reviews: 1. The sheets had multiple holes; 2. The hot water switch in the shower had a broken sign, and the ceiling and switch were broken (but they didn't think these were a problem, as long as they worked). 3. The soundproofing was very poor; I could hear the couple next door having sex for two days straight. 4. There was also a humming sound from the electrical wiring in the room, which was fixed the next day after we contacted them. Why hadn't they checked it beforehand? 5. The wifi barely connected, and when it did, the speed was terrible, worse than 4G. Watching videos was impossible, and even normal apps wouldn't work. 6. The service was basically Airbnb-level (objectively, worse than Airbnb). The front desk was only open from 9 a.m. to 7 p.m., and the rest of the time, we communicated via WhatsApp (I even downloaded WhatsApp just to contact them). I contacted them in advance about picking up my luggage, but I only got to pick it up from my room when I arrived. I wouldn't stay here again. I don't want to have to deal with them and cause conflicts when I'm away from home. Everyone, please beware.