Hotel Helvetia & Bristol

Dear Management of Helvetia & Bristol and Starhotels, I am writing this message as a long-standing guest of Helvetia & Bristol in Florence. My wife and I stay at your hotel several times a year and have always appreciated the location, the friendliness of your staff, and the quality of the food. The people working at the hotel have always been professional, welcoming, and helpful. However, during our most recent stay, I was genuinely shocked by what happened at check-out. After paying approximately €1,400 per night for our room, I was asked whether I would like to make an additional voluntary contribution of €70 for the staff. I travel the world every month and stay in hotels across Europe, Asia, the Middle East, and the United States. I have never experienced anything like this. At this price level, asking guests for an additional €70 contribution at check-out is, in my opinion, completely inappropriate. It puts guests in an uncomfortable and embarrassing position. Nobody wants to feel as though they are refusing to support the staff after spending thousands of euros on accommodation, dining, parking, and gratuities throughout their stay. For the record, I already tip generously. During this stay alone, I paid approximately €70 per night for valet parking, spent around €300 in the restaurant, and tipped staff members throughout our visit. If Starhotels believes an additional contribution is necessary, then simply include it in the room rate. Charge €1,470 instead of €1,400. At least that would be transparent and professional. What is not acceptable is placing guests in a position where they are effectively asked for more money at the moment of departure after already paying premium luxury-hotel prices. I made it clear to your reception team that this criticism is not directed at them personally. They were friendly and professional, and they are not responsible for this policy. Unfortunately, this experience has left such a negative impression that it will be our last stay at Helvetia & Bristol. After many visits over the years, I never expected that a checkout procedure would be the reason for us to choose another hotel in Florence. I hope Starhotels will reconsider this policy, because it is damaging the guest experience at an otherwise excellent hotel. Kind regards, Laurens van der Kroft Barcelona / Valbonne / Andorra

This is a lovely hotel in a beautiful period building and its central location could not be better. The welcome that we received was so warm and professional, and the reception, concierge, and breakfast teams were all first class. Thank you for looking after us so well 🙏. Our room (a suite in the older building) was also beautiful and whilst the bathroom was a little bit cramped we could not have felt more comfortable. My only complaint is the bar offering. A 5* hotel such as this should really have it gripped but it was so haphazard: On the first night, looking for a night cap, the bar was full so we were directed to the lobby. Despite asking, no one came to serve us so we just went to bed ☹️. On the second night (Monday) the bar was closed. So we were directed back to the lobby again! On our third and final night we finally managed to order some aperitivo but the service was so bad that we ran out of time and had to rush our drinks. I am sure that the bar experience can be easily fixed and I would highly recommend this hotel if you are looking for a great base from which to explore the delights of Florence.

One of the nicest hotels we have stayed in Italy. Absolutely gorgeous and plush. Perfect location in the city center. The decor is dreamy. Truly italian design with Renaissance flare…as only the Italians can do it. We had a suite which was very spacious and well designed. I woke up every morning feeling like a princess!! Comfortable beds and pillows. Cozy bathrobes, great bath products, lovely turn down service. The rooms were always impeccably maintained. Excellent cleaning staff! Front desk and valet staff and Alessandro the concierge were lovely and more than helpful! They truly made it a wonderful experience. We cannot wait to return!

My husband and I had a wonderful stay at Helvetia & Bristol in Florence, and it truly exceeded our expectations. The service was absolutely exceptional. The staff went above and beyond to make my husband’s birthday feel incredibly special, with thoughtful touches and genuine warmth that made us feel truly cared for. It’s rare to experience hospitality at this level, and it made our stay unforgettable. Our room was beautiful, spotless, and very comfortable. We also loved the little details, especially the delicious chocolate treats that added such a thoughtful, luxurious touch. Breakfast was outstanding: fresh, delicious, and one of the highlights of our mornings. The quality and variety made it something we genuinely looked forward to each day. The location is perfect and very central/ ideal for walking to Florence’s main sights while still feeling calm and refined. From the service to the food, the room, and the atmosphere, this hotel delivers excellence across the board. We have already booked another stay. We highly recommend it to anyone looking for a special experience in Florence.

Very central location for this beautifully maintained hotel. The rooms are quite different depending on which part of the hotel you are. The reception was very professional and always ready to help. So was the concierge. My room was nicely furnished, the bed very confortable and the turndown service very thoughtful. Unfortunately the double glazing windows was not sufficient and the street noise was quite disturbing. So was the noise from the aircon. The spa is truly amazing and worth going to after a long day of walking in Florence. The truly negative point for me was that an optional service charge was added automatically to my bill when I checked out. Although they offer to remove it I felt a bit cornered.