Beautiful hotel in a great location but need to work more on their hospitality. Starting with what's great, the cafe was excellent, the room was great and the amenities are top notch. The location is also great and in the middle of the old city with everything accessible on foot. Above all, their concierge, Stefano, was truly exceptional, not among the staff only, but also as a concierge in general, going above and beyond to secure tickets, hair appointment, and communicate in real time with me about bookstores in the area. Now for what was very disappointing, we arrived on a red eye around 10 AM and our suite wasn't ready until 3 PM. I could understand that check in is at 3 PM, but I find it unacceptable not to even show an effort in trying to get the room ready, not one minute before 3 PM, when check out is strictly at 11 AM with no exception. Also, they could have offered another place to rest, like the SPA which I learned at 2:45 PM that it was an option where we could've rested and slept briefly until the room was ready. The receptionist was utterly cold and matter of fact and would. benefit from some hospitality training. Also, last day I had planned to go biking in AM along the canal and the river and the concierge had rented a bike for me. That morning, the AM crew had absolutely no idea where the bike was or how to assist me, which was another disappointment. All in all, I'd give it 4/5, as our experience could've been much better with little effort/training of staff
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