Cascate del Mulino Tours

I really wanted to give this hotel 5 stars. The room was spotless, the atmosphere was fun and social, and the rooftop views were beautiful. Unfortunately, the rooftop bar experience overshadowed an otherwise excellent stay. We paid €50 for the upgrade package, advertised as 2 rounds of 2 drinks. When we presented our card, the waitress insisted it covered only basic drinks (worth about €8–10), not signature cocktails, making the package nowhere near its advertised value. After showing my receipt, she reluctantly honored two basic drinks. The next morning, Chiara at the front desk was incredibly helpful and wrote a note confirming we were entitled to two rounds of two drinks from any menu. She was so kind and helpful! That evening we received our first round, but the waitress kept our card, leaving us with no proof of the second round. As a side note, the signature cocktail itself was 80% gigantic oblong ice cube, 20% drink. But when we tried to order again, she ignored us while serving other tables, and even seated couples in areas she’d told us were reserved for large parties. We felt singled out and unwelcome simply for asking for what we’d paid for. The front desk later offered a partial refund and complimentary water bottles. My advice: skip the rooftop drink package until it’s managed more consistently. It’s unfortunate that such a great hotel is let down by the rooftop bar. I don’t know if the hotel represents the bar management, but they are attached regardless…

Every staff member was so helpful, kind, insightful

Personnel Wow!! Service exceptionnel. Merci à toute l'équipe vous avez fait une différence positive lors de notre passage à Florence.