Novella Goldoni Suite-by Florence Concierge

Location excellent, great sleep & facilities

Having to take own rubbish away but bin was only down the street

Great location, good size.

Great location, quiet side street, close to key sightseeing points

Needs better soundproofing as the voices from the next door room can carry

Overall, the apartment is of a good standard and corresponds to the photos on Booking.com. The bed was comfortable, the linens were clean, and the bathroom was modern and stylish. I was pleasantly surprised to find some basic kitchen supplies, such as tea and olive oil, although I personally did not really use the kitchen annex.

What was unexpectedly unpleasant was the assistance from the guest support, which in my opinion should focus on customer experience. Apart from numerous copy‑paste welcome messages and instructions, whenever something happens outside the standard scenario, you are simply expected to pay, and the friendly tone disappears immediately. On my way to the apartment, I received a request for an additional tourist service payment. Although I had already made a payment the night before for a defined amount, it turned out it was not complete. The payment amount was defined by the system, so receiving a sudden request, with no apology from the guest assistant, felt rather rude and made me uncomfortable, especially having to deal with it while on my way to the place. Moreover, I was asked to explicitly confirm that I was coming alone - why and for what purpose?, given that I had already made a detailed reservation? After completing all the self‑service instructions to enter the apartment (everything must be done independently, even if, for example, the electricity is not working), the first thing you encounter is a long list of rules and penalty fees—for breaking a glass, a cup, losing keys, etc. Unfortunately, due to very poor sound insulation (the apartment shares a corridor with another one), I could also hear the assistant discussing issues with other guests, which was not very pleasant. Finally, when leaving, you receive more artificially polite messages, including information about a €10 fee for each additional hour if you want to extend your stay. Sic! To sum up, the apartment itself is of good quality, but the overall experience with its management was quite poor.