Hotel Villa San Michele in Lucca

The hotel and facilities are very nice, with a clean and well-kept pool area and a pleasant atmosphere. Breakfast was simple but sufficient.

The real disappointment came at the reception. We had booked a 35 sqm room via a 3rd party but were given a much smaller one (around 18 sqm) in the end. Our issue was not the room itself, but how it was handled. The gentleman at the desk (an older man) was unfriendly and dismissive from the start. Instead of listening to our concern, he only kept showing us emails from an agency and insisted that we didn’t believe him, even though we had simply outlined our problem in a calm way. At no point did we feel treated like customers who deserved support or a solution. The lady the next day was way more professional and handled the situation like you would expect it from a 4 start hotel receptionist

However, the gentlemen’s attitude was unprofessional and left a lasting negative impression, overshadowing what could have been a pleasant stay. Good facilities cannot make up for poor customer service.