Grotta Giusti Hotel & Spa

Grotta Giusti sits on a beautiful property, and the rooms and spa areas were very clean. The location and natural setting are truly special. However, the service didn’t match the setting. We arrived early and were told we’d receive a tour of the amenities, but after choosing to have lunch first, the tour was never offered again. Staff throughout the stay felt cold and disengaged. Food options were limited, expensive, and available only during narrow hours. Breakfast was €20 for a basic, picked‑over buffet, and dinner doesn’t start until 7:30 PM. Several amenities advertised online — including an outdoor pool and the outdoor bar/restaurant — were closed with no notice. The grotto steam bath was the biggest disappointment. We paid €50 each expecting the serene blue‑water experience shown online, but the grotto had very little water and no seating near it. The real experience didn’t match the marketing at all. For a resort at this level, I also expected basic concierge support (car rentals, bikes, excursions), but none was available. Beautiful place, but the guest experience needs improvement.

We’ve recently returned from a fantastic stay at Grotta Giusti Thermal Spa Resort, and it proved to be a truly memorable experience. From the moment we arrived, the welcome was warm and genuine. The team throughout the hotel were consistently friendly, attentive, and always willing to help, which made a real difference to our stay. The setting itself is quite unique, with the spa being a standout feature. The natural thermal cave is unlike anything we’ve experienced before. It was incredibly peaceful and atmospheric space that allows you to completely switch off and relax. Our room was very comfortable with a lovely view over the front of the hotel. Very peaceful, listening to the birds in the morning and providing the perfect place to unwind after spending time in the spa. While we didn’t dine at the hotel in the evening, breakfast each morning was a real highlight. A great selection, high-quality produce, and a relaxed start to the day. Overall, it was a wonderfully calming stay, offering something a little different and very special. A place we would certainly recommend and happily return to.

Grand deluxe room nice and clean. Room’s terrace kept in poor condition, never cleaned. Resort’s general condition was below average. Main large outdoor pool closed before our booking and never been informed about it until check in at the hotel. Staff generally nice but some are rude with customers.

Yes from the front desk warm welcome, Alessandro at concierge, Frederico as my personal bartender, Christian my super server, Elena at the grotto spa bravo everyone. Not always easy to find from Florence but get there and you are in heaven.

I had a confirmed booking for a Junior Suite at this property through Marriott, which was not honoured upon arrival. Despite informing the hotel in advance that I would be arriving late, my reservation was incorrectly marked as a no-show and cancelled within their internal system. As a result, the room was reassigned to another guest, and my family was placed into alternative accommodation that did not match the original booking. This situation caused significant disruption, particularly as we were travelling with children. The replacement rooms were clearly inferior to the confirmed Junior Suite. In addition, there were serious issues with billing. The final charges did not clearly reconcile with the original booking, and multiple payments were taken, including cash and separate debit transactions. There also appeared to be inconsistencies within the itemised charges. Marriott has since acknowledged that the cancellation was processed through their system, yet the matter remains unresolved. Overall, this reflects both a failure to honour a confirmed reservation and poor handling of the situation on-site. This experience fell well below the standard expected from a Marriott Autograph Collection property. I would strongly recommend that guests double-check their reservation status prior to arrival, particularly for late check-ins, as the booking handling in this case was unreliable.