Best Western Grand Hotel Guinigi in Lucca

Dear Sir or Madam,

I am writing to formally complain about a deeply unpleasant experience I had at your restaurant on [2025/12/30], at approximately [07:00], at your location.

During our visit, my companions and I — all of whom are Asian — were instructed to sit exclusively in a corner area of the restaurant. We clearly observed that other guests were allowed to sit freely in the main dining area, while only Asian customers were grouped and restricted to this specific corner section. This treatment made us feel singled out, uncomfortable, and unfairly treated based solely on our ethnicity. Such behavior constitutes discriminatory treatment, which is both unacceptable and contrary to the principles of equality and respect expected in Europe and in the hospitality industry.

We visited your restaurant with the intention of enjoying a pleasant dining experience. Instead, we left feeling humiliated and deeply disappointed.

I kindly request a clear explanation of this seating policy and what actions will be taken to ensure that no guests are treated differently based on race or ethnicity in the future.

That’s inappropriate！！！

How this can be advertised as a 4 star hotel is incredible as it is no better than a reasonably priced budget hotel.
At first glance the outside of the building and the ground floor reception area looks quite impressive but don't be fooled as the bedrooms, whilst quite large are dingy, dull and very austere with limited space and facilities for clothes storage. Additionally there are no USB points for gadget charging and the location of all the plug sockets means scrambling on the floor on hands and knees to plug anything in.
This includes the kettle if a hot drink is required. This constitutes a huge Health and Safety issue and is an accident waiting to happen particularly for the more elderly guest.
Other points to note include a lack of any sort of bar facilties till 17.00 which means that when we arrived at 11.30am we could not obtain anything to eat or drink until a few disgusting sandwiches and crisps were reluctantly rustled up by the bar manager.
The room we were served breakfast in also leaves much to be desired as it is situated in a basement area and more resembles a works canteen than a comfortable eating environment .The fare on offer itself was less than adequate as it was very basic with an extremely poorchoice of either hot or cold food.
All in all we were extremely disappointed with the hotel facilities and we're pleased to move out after 3 nights.