Borgo San Luigi

Was due to travel here in August and due to Covid restrictions we were unable to travel. No sympathy from the hotel or willing to discuss other options. Hotel management were very rude. Interestingly others have had the same issues. Why would the hotel risk other guests by allowing people from high risk covid19 areas to travel to the hotel? At this time many didn???t have a choice to move the booking. However, when the pandemic is over people will have a choice and remember this customer service and use another hotel, just like i will.

For a 3 days break in September I was looking for a relaxing place in Tuscany countryside. After a research on the site Dimore d'Epoca I chose Borgo San Luigi. The pictures, the location looks beautiful, location perfect to visit Siena's area. When I arrived expectations looked confirmed: countryside is wonderful and structure looks nice. After a fast and not so nice check in some doubts rose....when I see the bathroom of the room doubts were confirmed. First of all I booked a room with balcony and the balcony is a shared space in front the entrance, ok it's a problem of definition, but the bathroom was old....with rust in the bathtub, bidet not working, wc with some black signs. Ok room was wide even though old style. But I' m a tolerance guy, I understand that structure would be 20 years old and so I accepted these details not tollerable for a 4 stars hotels. What I can't accept it's a low customer service: I took a drink at the bar close the swimming pool. Swimming pool was dirty, the service was poor they gave us some old peanuts, spritz was dirty water... Same bad impression at the breakfast: first of all it's the only hotel I visited in the Covid Age with the free buffet: in my understanding in Italy it should be banned this kind of service but not here. Furthermore foods as service was poor: in the land of fresh fruits they serve poor fruits....To complete the impression that owner is not managing the hotel at the check out I asked for a discount based on a Corporate Benefits site where I found the offer for this hotel but even though in my reservation email I included the code to get this discount it was impossible to get it: the clerk didn't care, and he didn't any effort to try to understand. Place is wonderful probably too wonderful no effort to have a well managed hotel

I am amazed how much money the hotel made on the back of people who had to decide not to travel to Italy due to the COVID-pandemic. The hotel unfairly takes profit of the pandemic circumstances. Even if the ultimate decision indeed resides in clients, the hotel does not show any solidarity / flexibility or understanding in the current exceptional circumstances. We booked the hotel in December 2019 before the pandemic and after several emails, the hotel systematiccally refused any postponement or any commercial gesture. The well being of the potential hotel guests is not the priority of the hotel given that it does not accept any commercial gesture or any postponement even considering current second european covid pandemic. They insist on telling the people that everything in Italy is alright (which for sure may not be guaranteed). We had booked 3 hotels for a trip in Italy and all of them accepted a postponement or cancellation except Borgo San Luigi. I would nobody recommend such a hotel !!