Grotta Giusti Hotel & Spa

I travel extensively for business and leisure and regularly stay in five-star hotels around the world. This is the first time I have felt compelled to write such a negative review. Our three-night stay at Grotta Giusti cost almost €3,000, and unfortunately, the experience was a catalogue of failures. No hot water or adequate water pressure: For two days, we were unable to shower properly due to freezing cold water and extremely poor pressure. Despite reporting the issue repeatedly, no alternative room or practical solution was offered. A receptionist named Alessandra was particularly rude and dismissive, abruptly ending our telephone conversation. Wi-Fi not working: Internet access was unavailable throughout our entire stay, making it extremely difficult to manage business commitments. the hotel staff said "is nothing we can do about it!" Spa facilities unavailable: On Sunday at approximately 10am, the saunas and steam facilities were switched off, and the changing rooms were locked. Given that we had been unable to shower properly in our rooms, we had hoped to use the spa showers before leaving for the airport. Even this was impossible. For a hotel whose reputation is built around its spa, this was extraordinary. Unacceptable reception staff: On another occasion, my friend accidentally brought the wrong hotel keycard to reception and simply requested assistance accessing her room. Rather than helping, the same receptionist repeatedly raised her voice at her.The attitude was unnecessarily aggressive and completely inappropriate. We sat at watch her bark at other guests in the same manner. Damage to expensive luggage: Most concerning was the handling of my luxury leather suitcase, valued at approximately US$4,000. I had explicitly instructed the valet not to handle it. Despite this, he took the suitcase and attempted to load it into the car. My friend also asked him to place it on the back seat rather than force it into the boot, but her instructions were ignored. The suitcase sustained significant damage. What made the experience particularly disappointing was not simply the number of things that went wrong, but the complete absence of meaningful service recovery, accountability or genuine concern for guests. Furthermore a written complaint has been raised to the hotel GM which has been completely ignored At this price point, hot water, functioning Wi-Fi, accessible facilities, courteous staff and careful handling of personal property are basic expectations, not luxury extras. I have stayed in countless luxury hotels, and this was among the most disappointing experiences I have encountered. I would strongly advise anyone considering this property to reconsider whether the price reflects the level of service actually delivered.

We are a group of 10 ladies ranging from 40’s to 70’s on first impressions beautiful building and the reception welcome perfect, the caves were beautiful and a unique and lovely experience, and those of our group that went into the caves were impressed with them. Some of us had treatments booked, I had a 50 minute reflexology treatment, my treatment provider was a man I have no problem with that. However I have regular reflexology and I have never had a treatment like he did especially as no questions were asked about health!? The spa however its description is luxury I beg to differ, there were things there that didn’t scream luxury and in my opinion needed some attention to details 1. There was a fake grass in the area we sat but it had been laid over what I can only explain as lumps that were dangerous as I tripped up them more than once normally these sort of areas have a warning around them it was like a grass carpet had been laid over all the raised drain inspection covers rather than cut round them, very dangerous. 2. The package we purchased gave us lunch with a drink (which we took at lunch time) and tea or coffee with cake (which we planned to have later in the afternoon) however it did not say that the drink and cake expired at a certain time!? So we never got it, also the cafeteria was manned by 1 person doing everything, she was lovely and one of our group helped clear the table at the end so lunch took an age. 3. For a supposedly luxury spa no shower gel was provided in the showers and they were old and tired looking with no privacy curtain for modesty. So all in all that’s why I’ve only given 2 stars

From the moment we arrived at Grotta Giusti, we knew we were in for something special. As the gates opened, we got an almost Dynasty/Dallas feeling — arriving at a beautiful, authentic Italian estate that immediately makes an impression. We had barely parked the car when a porter was already there to take our luggage. We were welcomed with prosecco and wonderfully cold, lightly perfumed towels before being given a thorough introduction to the hotel, including the opening hours, restaurants and activities. The whole arrival felt warm, polished and genuinely welcoming. We also made a dinner reservation for that same evening straight away. Our Classic Queen Guest Room was beautiful. The style perfectly combined classic and modern Italian elements, with high ceilings, elegant decoration and tall windows featuring the original shutters. It was a gorgeous room and very much in keeping with the character of the property. After freshening up from the journey, we headed straight to the pool. It is a very atmospheric setting with plenty of sun loungers, and fresh towels are readily available. There is also a bar right next to the pool serving drinks and snacks. We had a light lunch there — a Croque Monsieur — which was absolutely perfect for a relaxed afternoon by the pool. In the evening, we enjoyed a lovely Italian dinner at Il Poeta, the hotel’s restaurant. Gabriel, Olivia and Tara looked after us wonderfully and made sure nothing was missing. Due to the high temperatures, we chose to dine indoors, although there is also the option to dine outside with live music. We could still hear the live music from inside, which added a lovely atmosphere to the evening. Overall, we had a wonderful stay at Grotta Giusti and would definitely recommend it. The combination of the historic Italian setting, beautiful architecture, attentive service, atmospheric pool and excellent dining makes this a very special place to stay. One tip regarding the rooms: our Classic Queen Guest Room was absolutely fine for a short stay and beautifully appointed, but if you’re planning to stay for more than one or two nights, we would recommend considering a Junior Suite. The additional space would make a longer stay, for example a week, considerably more comfortable. Grotta Giusti is the kind of place where the journey slows down the moment you arrive and that is exactly what makes it so enjoyable.

Not a 5 star hotel in my opinion, staff are lovely, rooms are nice, very small. No room for 2 suitcases. The spare is miles away from 5 star, it looks in places like a council run swimming baths, I had to cancel my time booked at the grotta because they had nowhere to securely place my bag unless I paid for a locker with a coin.. who carries coins on them when at a 5 star spa?! We used the large outdoor thermal pool, this was lovely, very clean with a cafe facility (again not 5 star in my opinion) in a 5 star hotel normally you are served at your sunbed. I ask where the bathroom was and I was directly to a shared sex 1 toilet facility next to a pool that could house well in excess on 100 people, again this bathroom is huge a 1 star, I walked as far as I could to find a nice facility closer to the main hotel. Food at the restaurant was delicious and a sensible price, I paid for breakfast and was told poached eggs were extra, I was happy to pay then got delivered raw eggs barely cooked. All of this and we are only a few days in to long stay. This hotel has so much potential but over promises and under delivers unfortunately.

There couldn't have been a more perfect place to celebrate my birthday than Grotta Giusti. Waking up in the heart of Tuscany, surrounded by such beauty and tranquility, made my birthday feel truly special from the very first moment. Every corner of the property is elegant, peaceful, and thoughtfully designed to help you slow down and enjoy the moment. The highlight, without a doubt, was experiencing the famous natural thermal cave. It was unlike anything I've ever done before and made my birthday celebration even more unforgettable. The staff were exceptional throughout my stay. Warm, attentive, and genuinely kind, they made me feel welcomed every step of the way and added that personal touch that turns a great stay into a memorable one. If you're looking for a place to celebrate a special occasion, relax, or simply experience one of Tuscany's hidden gems, I can't recommend Grotta Giusti enough. Thank you for making my birthday one I'll always remember. I hope to celebrate another one with you someday. 🎂🇮🇹✨