Castello dei Templari in Lucca

Tried to book into this hotel and the customer service was appalling. Had issues with their payment system and had to contact them directly for support, they then increased the advertised rates and when we queried it they just told us they were going to cancel our booking if we were disappointed. We tried a second time to resolve as we thought it was a misunderstanding and they did the same thing again- their payment system failed and then they just told us they cancelled our booking. Big red flag for the customer service for this hotel so gave up and booked something else.

I would leave a zero if I could. We stayed at this property for two nights which I booked last minute following a terrible car accident. The owner was extremely rude. He left us standing outside in the dark, in a foreign country, with four small children (a very dangerous and frightening situation for any parent, especially after we had just been in a bad car accident) despite agreeing to a late check-in. He hung up on us (then refused to answer the phone) when we were unable to open the faulty video he texted with entry instructions. We had to beg to be let in and were only successful when our Italian taxi driver called him from her phone. He then cancelled our reservation with booking.com. I have the texts and call log to prove all of this. For the next two days, he was extremely rude whenever we had the misfortune to cross his path. The property is pleasant enough, no complaints there...but I've never been treated more rudely nor felt more unwelcome in all of my thirty years of travel. AVOID!!!