We were really looking forward to staying at this hotel & the only word I can use is, disappointing. Apart from the gentleman on reception when wewere leaving(sorry didn't get the name), the service was below what we expect from a hotel whatever the rating. Made to feel like second class guests. Even though no coffee making facilities in the room, we almost had to 'beg' for a coffee after a long journey. The barman seemed very reluctant to serve us, when the bar opened, because he was busy with a group. The rooftop bar & restaurant were closed (no warning on the site) and to top it off, when we were sitting there enjoying a last hour in Pisa, we were unceremoniously 'moved on' by an officious member of staff, because he had a video crew who took priority over guests! So, although the rooms were lovely, the breakfasts excellent, the position perfect for visiting the main tourist sites, I'm afraid the attitude of the staff (again not all) let the hotel down.