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Reviews of Home Boutique Santa Maria Novella

Home Boutique Santa Maria Novella
Via Della Scala 67, Florence

Reviews

8.4

Very good

Rating 10 - Excellent. 52 out of 110 reviews" "
Rating 8 - Good. 39 out of 110 reviews" "
Rating 6 - Okay. 11 out of 110 reviews" "
Rating 4 - Poor. 2 out of 110 reviews" "
Rating 2 - Terrible. 6 out of 110 reviews" "

9.0/10

Cleanliness

9.0/10

Staff & service

7.6/10

Amenities

8.4/10

Property conditions & facilities

8.4/10

Eco-friendliness

Reviews

10/10 Excellent

Johnny

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
It is a small hotel, but operated as home away from home. The staff were very nice and helpful. They are local people and are able to tell you everything you need to know about Florence, where to eat, what to see. I ran into some health issue with a family member, they did everything to help.
Stayed 1 night in May 2024

10/10 Excellent

Kaethe, Chilliwack

Liked: Cleanliness, staff & service, property conditions & facilities
Good location
Stayed 1 night in Oct 2023
Response from Antonio on 24 Oct 2023
Thank You so much for the fantastic review!!!

10/10 Excellent

Alison

Stayed 3 nights in Oct 2023
Response from Antonio on 18 Oct 2023
Thank You so much!

8/10 Good

John

Travelled with family
Liked: Cleanliness, staff & service
We were very comfortable in Novella. A modernised spacious room, close to the rail station and only 5 min walk to old city. The staff were particularly welcoming and attentive.
Stayed 3 nights in Oct 2023
Response from Antonio on 13 Oct 2023
Thank You very much!Hope to see you the net time!

8/10 Good

Biao

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
spacious room and friendly staff. Walkable distances to all atractions.
Stayed 3 nights in Sep 2023
Response from Antonio on 7 Oct 2023
Thank You so much!

8/10 Good

Jessie Wong

Travelled with group
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Sep 2023
Response from Antonio on 7 Oct 2023
Thank You!

10/10 Excellent

marianne

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
The service and room were excellent !
Stayed 4 nights in Sep 2023
Response from Antonio on 7 Oct 2023
Thank You very much!

2/10 Terrible

James

Travelled with partner
Liked: Staff & service
Disliked: Amenities, property conditions & facilities
We booked a room for USD $280, and received a less room for same money. Also, we had to share a bathroom with another visitor. There was only 2 towels for 4 guests and we has to reuse our towels to leave one there for the next guest. Not safe and sanitary. This was not in the itinerary and we feel a partial refund is to be made by the hotel. We suggest USD $50.00 I have a limited mobility problem and had major difficulty climbing 60 stairs from the street to our room. Again this we not in the Expedia advertisement for your hotel. We cannot recommend your hotel to ur friends and relatives.
Stayed 1 night in Sep 2023
Response from Antonio Tavera on 19 Sept 2023
Dear James,First of all, we would like to thank you for choosing Home Boutique SM as your accommodation in the heart of Florence (in a building of 500 years...)However, after reading your review, we are quite astonished. You booked our Deluxe room with balcony and private external bathroom (WE EMPHASIZE PRIVATE EXTERNAL BATHROOM) and you received exactly the room you selected.We would like to point out that Home Boutique SMN does not have rooms with shared bathrooms, so what you wrote is not true and it definitely confuses all the people who are considering booking with us.We have a total of 9 rooms, all with their own bathroom, and only one of them has an external bathroom; we would like this to be clear.The fact that there were only 2 towels for the shower and 2 for hand use in your private bathroom was completely correct because that bathroom was dedicated to you, as our staff (who speaks excellent English) emphasized repeatedly in response to your questions about the bathroom, highlighting that it was private and for your exclusive use.We also refer to your mobility difficulty; Home Boutique SMN is located in a historic building without an elevator; we have rooms on the 1st, 2nd, and 3rd floors; believe us, if you had mentioned this inconvenience, we would have tried to assign a room on a lower floor. We advise everyone to share with hotels all the useful information to ensure a comfortable stay. The fact that Home Boutique does not have an elevator is clearly stated on all sales channels, just read carefully!In conclusion, Home Boutique has fulfilled its duty by assigning the booked room and assisting you and your wife with your luggage (we even came to pick you up at the station, leaving the reception uncovered!!!)From our point of view, your review is not accurate and, furthermore, it contains untrue statements, confuses people, and provides incomplete and incorrect information.Therefore, we recommend reading carefully before booking a room that does not meet your desires and sharing more information, especially when you have a delicate situation such as limited mobility.Wishing you all the best.Best regards,A. Tavera

8/10 Good

William

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Hard to find but very nice place with friendly people. Laundry was very helpful. Breakfast could be a little more selection.
Stayed 2 nights in Jul 2023
Response from Stephanie on 22 Jul 2023
Dear Mr. William,Thank You so much for this beautiful review! We are happy that You had a great stay with us, our goal is to make You feel at home with us! We also appreciate the breakfast suggestion, even if we are trying to give our best we will try to improve more and more!We wish You welcome You again among our guest in Florence in the near future,

10/10 Excellent

Vincente

Travelled with partner
Liked: Cleanliness, staff & service, property conditions & facilities
The hotel was amazing and the staff. They were so friendly the setup was of an Italian style setting.
Stayed 3 nights in May 2023
Response from Stephanie on 29 Jun 2023
Dear Mr. Vincente,Thank You so much for this amazing review! We are delighted that You enjoyed Your stay with us, Our goal is a typically Italian welcome so that You can be 100% immersed in our beautiful countryWe will be glad to welcome You again as our precious guests and we wish You a nice day

10/10 Excellent

Anthony

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities
Great location. Friendly staff. Excellent space for families.
Stayed 3 nights in Jun 2023
Response from Antonio on 27 Jun 2023
Thank You very much for your stay and great review!

10/10 Excellent

diane

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
We found the location very convenient. The room was very clean.
Stayed 1 night in May 2023
Response from Stephanie on 30 May 2023
Dear Ms. Diane, Thank You so much for this amazing review! We are so happy to exceed Your expectations and that our historical structure was full appreciated! We will be happy to welcome You again among our guests in the near future in FlorenceStephanie

10/10 Excellent

Carolyn

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities
The staff was super friendly and always willing to help with questions. The small shared kitchen was a nice feature. And the location near the bus station but still quiet was perfect!
Stayed 14 nights in May 2023
Response from Stephanie on 30 May 2023
Dear Ms. Carolyn, Thank You very much for these beautiful words, We are honored that You appreciated our hospitality and the free services that we offer to our guests so that they can spend a carefree and comfortable stay, We will be happy if You come to visit us again in FlorenceStephanie

8/10 Good

Arlen

Travelled with group
Liked: Cleanliness, staff & service, property conditions & facilities
Bicycle Tour
We stayed here on the first night of a Trek Travel trip and we wanted to be close to the beginning of the trip. We stayed here on the first night and the last night of our trip.
Stayed 1 night in May 2023
Response from Stephanie on 30 May 2023
Dear Mr. Arlen, Thank You very much for this beautiful review! Was a pleasure for us to have You as our guests in our historical building, we are very close to the main attractions of Florence and to the train station, We will be glad to have You again as our guests in a future stay in FlorenceStephanie

10/10 Excellent

José, Mexico City

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in May 2023
Response from Stephanie on 30 May 2023
Dear Mr. José, Thank You so much for this wonderful review! We are happy to have made Your stay totally comfortable,Come back to visit us in Florence! We wish You a good dayStephanie

2/10 Terrible

KIA CHWEE

Stayed 2 nights in May 2023
Response from Antonio on 10 May 2023
Dear Mr. Loh,We really can not understand this terrible experience. You never left any comment either upon check in or check out and also here....The only thing we can image that you made a mistake; You received a free of charge upgrade to our best Executive Suite (a room of 25sqm, new and clean. Your review without comment is un useful and damage our image.Good luck, we wish you to be treat as you treat the others.Regards

8/10 Good

Jim

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in May 2023
Response from Stephanie on 6 May 2023
Dear Mr. Jim, Thank You very much for this awesome review, we are glad to You enjoyed the stay with us and we will happy to have as our guest again! Thank You again, have a nice dayStephanie

8/10 Good

Gabriela

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Mar 2023
Response from A. Tavera - Owner on 19 Apr 2023
Dear Gabriela, Thank You for this wonderful review, we are delighted to have received a high score as it repays the passion we put into our work and making You feel like our welcome Guests,We are making improvements to our structure and we would like to introduce You to the news in a future stay in Florence if it will be possible, We thank You again and we hope to see You again

6/10 Okay

Verified traveller

Liked: Cleanliness
Disliked: Room comfort
Hotel located at the fourth floor with no lift!!! Otherwise the staff were friendly.
Stayed 1 night in Sep 2022
Response from Antonio on 14 Sept 2022
Good Morning,Thank You for the stay and the anonymous review.We wish to highlight that Home Boutique has 3 floors (not 4) and that it is place built 500 years ago, with no lift, this is true but really in the heart of the old town.Our staff usually help our guests and, knowing that to be in the top floor was a problem, we could look for a room placed on the 1st floor of the palace.We hope you can choose us again in order to try to satisy you more than now.RegardsThe Staff

10/10 Excellent

Shawna

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Let’s start with our check-in that was lovely! The amazing woman who greeted us was super helpful. She gave us a map of the area with MANY personal tips on where to go and what to see. This “magic” map made our stay AMAZING! We stayed in 6 different places in Europe on this trip and this place was outlet favorite in large part because of her. The room was very neat, we enjoyed the historical information as how well the place is maintained given its age. We had access to coffee, a common kitchen and laundry. Check-out was smooth as well, we were able to store our bags until our train left which added more time to our trip. We will definitely be recommending this place to anyone traveling to Florence and would stay again if we return. Thanks for making our stay in your beautiful city so wonderful.
Stayed 1 night in Jul 2022
Response from Antonio on 8 Aug 2022
We are proud to make your stay unforgettable! Thank You!

8/10 Good

Ofek

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Amazing location and price value
This is a small and comfortable hotel. The owner operator is very nice and friendly. The location is excellent, you can walk to all the must-see places and is a 5 min walk to the main train station. Value is fair. The room is clean and lots of space. The only thing to note is that the AC is small, so not super powerful but comfortable enough during summer. Wi-Fi drops at times but is fairly reliable.
Stayed 4 nights in Jul 2022
Response from Antonio on 19 Jul 2022
Thank You very much"!

8/10 Good

Joumana

Travelled with family, Travelled with family and small children
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The first floor apartment was big and fit our entire family of 5. Very clean and everything was brand new. You should know there are no elevators! only stairs which is common in Europe and specially in older buildings. So careful if you have knee or back problems or you just do not feel like carrying your transatlantic suitcases! Would recommend it to any one who is fit and active, super well located next to the train station, and the old pharmacy and downtown Florence where all the action is. The communal pharmacy is just under the building which was also helpful to get the green covid passes The owner Anthony was very helpful and kind and made sure we were all well, he showed us how his apartment functions. We were able to leave our suitcases up until the time of our departure.
Stayed 1 night in Mar 2022
Response from Antonio on 7 Apr 2022
Thank You for the nice review!

10/10 Excellent

Siobhan

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 2 nights in Oct 2019
Response from Antonio on 1 Nov 2019
Thank You very much!

6/10 Okay

darlene

Travelled with family
Liked: Room comfort
Disliked: Staff & service
we were sorry
We arrived late, and I was positive that I had notified the owner. When we were able to call at our train stop in Rome, he really gave us the business. Said we were lying about notifying him. I wasn't not able to log on to check my emails. He went on and on about how awful we were. We got disconnected from our call, When I called back he had finally calmed down and apologized for being so rude. We had to pay an extra 30.00 to be able to stay that night. It was an awful experience.
Stayed 1 night in Oct 2019
Response from Antonio on 25 Nov 2019
Dear Guest, This is not totally real. Of course if someone arrive later than the close time have to pay an extra. When a place is close you can not go to have the serivce. In our sector we are flexible but, after the check in window, it is normal to be asked an extra. Regards Antonio

6/10 Okay

Hui.sy, Hong Kong

Travelled with partner
Liked: Cleanliness, staff & service, amenities
Disliked: Property conditions & facilities
General speaking , host gives quick response and established communication which helps you for check in and planning your stay in Florence. But please be aware that there’s check in time limit otherwise there’s a late charge on it. Also these no lift and you need to walk to the fourth floor. Amenities are well equipped, washing machine , kitchen , food and basic breakfast are all shared and welcome to use in the common area. Our room is as the picture shown but the air conditioner is so noisy at night which is not about the setting. We reflected the problem and the host actively helped to fix but still the problem existed for 3 nights which made us sleep bad. The shower is weak and not easy to control too. Therefore, it’s not as comfortable as the price of the stay .
Stayed 3 nights in Sep 2019
Response from Antonio on 2 Oct 2019
So sorry for this review. We are now sure that every person checking in later than the time shown (also before the reservation) will sleep in another place and the reservation will be marked as no show. In this case we will avoid bed reviews

8/10 Good

Verified traveller

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 2 nights in Aug 2019
Response from Giulia on 20 Aug 2019
Thank you so much!!!

8/10 Good

Verified traveller

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 1 night in Jul 2019
Response from giulia on 8 Aug 2019
thank you very very much!!

10/10 Excellent

RENATO

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Best place of Florence
Amazing stay. Antonio’s a best dedicated host. A lot of tips for an amazing stay in Florence. The place is very clean and easy to find. Many thanks and hope to stay there again soon.
Stayed 2 nights in Jun 2019
Response from Antonio on 3 Jul 2019
Thank You Renato!

8/10 Good

Verified traveller

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 2 nights in Apr 2019
Response from A on 31 May 2019
Thank You so much!

10/10 Excellent

Verified traveller

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Super nice. We enjoyed our stay and we will def come bxk.
Stayed 1 night in May 2019
Response from giulia on 21 May 2019
Dear Anonymus!! Thank you very much! We will be glad to welcome you again!

10/10 Excellent

Edwin

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Great location near the train station. Very warm and informative welcome and service by Antonio.
Stayed 2 nights in Apr 2019
Response from A on 5 May 2019
Thank You very much!

10/10 Excellent

Verified traveller

Stayed 1 night in Oct 2018
Response from Antonio on 29 Oct 2018
Thank You so much for the kind review!

8/10 Good

Susan A

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Lovely!
Antonio was very helpful! There’s a washer in the kitchen (and a toaster and espresso machine!) luggage storage is a big plus!
Stayed 2 nights in Sep 2018
Response from ANTONIO on 4 Oct 2018
THANK YOU SO MUCH SUSAN FOR YOUR KIND REVIEW!!!

10/10 Excellent

Verified traveller

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 2 nights in Sep 2018
Response from Antonio on 14 Sept 2018
Thank You so much for the excellent review!

10/10 Excellent

Marisa

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Jul 2018
Response from Antonio on 4 Aug 2018
Gentilissima Marisa! Siamo orgogliosi di sapere che ha trascorso un ottimo soggiorno all'Home Boutique. Speriamo di poterLa riavere come nostra ospite! Saluti

10/10 Excellent

PJ, Taiwan

Liked: Cleanliness, staff & service, property conditions & facilities
Antonio is VERY friendly and helpful! He and his staff helped us with everything we needed. The location is fantastic! 3 minutes to the train station, 4 minutes to the car rental center, and 9 minutes to the fun central market! The room has very nice and smart design and it’s cute! We love and recommend you this place!
Stayed 1 night in May 2018
Response from Antonio on 13 May 2018
Dear Guest, We are very glad to read that your experience at Home Boutique SMN was excellent! We hope to see you again! Regards Antonio

10/10 Excellent

Yi Yun

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
4 nights in Florence Home Boutique SMN
This was a great stay in Florence!! My fiance and I stayed here for 4 nights and chose this location due to its convenience which we did not regret! This place is a 5 minutes walk to the train station (much needed as we had planned several day tours that had the meeting place as Firenze/Florence Train station) and so it was a really good find! The rooms were clean and cosy, it even had a small little roof that we opened for some wind/ventilation at night - you can use it for star gazing too. Antonio was a great host - Quick check in, responsive via text and dropped by to make sure our check-out was smooth as well. We came back one night to realise our sheets that were tucked beneath the bed was a little wet and was puzzled as to why, didn't really bother us as we slept well nonetheless, turns out we were told by Antonio that we left the sunroof opened when we headed out and it rained. I do recall closing it before we left but Antonio was really nice about it so just a friendly reminder to future guests to close it! Note that the rooms are not really soundproof as we can occasionally hear what's going on in the next room. Also, we were told to contact the host at least 3 days before checking in and I had issues doing so as I was coming from Singapore and it was difficult to contact their landline. Perhaps, a small change can be to provide a number for Whatsapp messaging (they do have this) or an email address, or perhaps just a facebook page to contact them easier.
Stayed 4 nights in Nov 2017
Response from Antonio on 16 Jan 2018
Thank you so much for the kind review!!!

10/10 Excellent

Ming Thiap

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Great stay over with an excellent host
The first impression of Home Boutique SMN is a very warm welcome from the host, Antonio. He is sure an excellent host welcoming us, making us really feel at home. He served us coffee and biscuits. He was very clear with the instructions for checking in and was helpful with recommending restaurants and places of interest. He even offered to help book restaurant and cab. He will provide you will an emergency number to call in case if you needed help. The place is very near to the SMN train station and also to the bus terminal if you intend to go to the outlet mall for shopping. The place is clean and is a historical building. Hence, the only setback is that it does not have a lift.
Stayed 3 nights in Oct 2017
Dear Guest, I really thank you for your stay and your kind review. I look forward to have you again as our guest! Best regards Antonio Tavera

10/10 Excellent

divya

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 2 nights in Aug 2017
Dear guest, Thank you so much for your 5 stars review!

8/10 Good

Geoffrey

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Almost a Gem
This hotel is just a tiny bit away from being awesome. The shared kitchen is a god send with a washer, dryer and iron! Just what the weary traveller needs. Close to station and food outlets. Only downfall the lounge kitchen area is not air condoned and could do with a couple more chairs around the table . The breakfast is woeful and the kettle needs a converter. I would like me to revisit when they have been able to make a few changes.
Stayed 1 night in Jul 2017

10/10 Excellent

jeffrey

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 2 nights in Jul 2017

8/10 Good

Amy, Baltimore, MD

Liked: Cleanliness, staff & service, property conditions & facilities
Friendly host at a convenient location
Antonio is a very friendly and helpful host. There are four of us in the family traveling in July, the apartment has enough room but not enough air conditioning. This would be a great place for visiting Florence in milder weather. Location is terrific. There is good coffee, cold water and milk available for guests. You can also do laundry for free onsite.
Stayed 2 nights in Jul 2017

6/10 Okay

Verified traveller

The location was excellent and the owner was really nice.....but didn't realize it was a shared kitchen and had issues with the washer/dryer. The a/c was also not sufficient for room
Stayed 2 nights in Jul 2017

8/10 Good

Jacquelyn

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Antonio was a great host!
Good location near the SMN train station within walking distance of the duomo, accademia, uffizi, etc. Locate on 3rd floor, 2 1/2 stories up (5 flights of stairs), where about 4 rooms share a living and kitchen/dining area. There is a frig, stove, and washer/drier for guest use. When the other guests are loud, noise is an issue. We stayed in the Christopher Columbus room which was clean. This room is set up with a wooden loft, creating a 2-Story room/suite. The bathroom and shower were small and clean and are in the main area with a pull out couch. There is a cool floating staircase on the wall to access the loft where there is a couch, a skylight, furnishings for clothing storage, and a big comfortable bed. The ceiling of the loft slopes with the roofline and tall people will not be able to stand upright near the foot of the bed. I would suggest ear plugs as the AC unit makes loud sporadic vibrating noises (like a cell phone on vibrate) that woke me repeatedly during the night. (Not like white noise.) We had strong wifi in room. Antonio is a very friendly, outgoing guy. He welcomes guests with a big smile; a choice of coffee, water, or wine; and a wealth of knowledge and suggestions about what to see and do during your stay. He has a place for guests to store luggage before and after check out, which is very convenient and appreciated. Wifi was strong until other guests got on it, then it was slow. Kitchen is set up for guests to enjoy complementary coffee.
Dear Guest, I am very happy and proud. I really thank you for this kind words and I really hope to meet you again here at Home Boutique Best Regards Antonio Tavera

6/10 Okay

Gary

Liked: Cleanliness
OK, but not a second time
The B&B was ok. There was no breakfast which seems strange for a bed and breakfast. We had to negotiate three flights of stairs with our four suitcases which was a hassle. Antonio, the owner was friendly. We would not choose this place again now that we know there are many better alternatives for the same price.

8/10 Good

Alberto

Liked: Cleanliness, staff & service, property conditions & facilities
Qualche piccola defaillance per lo shampoo e asciugamano, ma per il resto tutto ottimo
Stayed 1 night in Feb 2024
Response from Antonio on 12 Feb 2024
Grazie mille!

10/10 Excellent

Mariana

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
El trato del personal es buenísimo, las instalaciones limpias y en orden Soy muy amables, viajé sola y pude llegar muy rápido desde la estación de tren Santa Maria Novella
Stayed 1 night in Nov 2023
Response from Antonio on 21 Nov 2023
Thank You so much for the visit and the kind review!We really hope to see you again here at Home Boutique!

10/10 Excellent

Irma Leticia

Liked: Staff & service, amenities, property conditions & facilities
Todo muy lindo
Stayed 1 night in Nov 2023
Response from Antonio on 20 Nov 2023
Thank You so much for the visit and the kind review!We hope to see you again here in Florence.RegardsAntonio

10/10 Excellent

Eliane

Stayed 3 nights in Oct 2023
Response from Antonio on 27 Oct 2023
Thank You so much!We hope to have You again as our guest!Best RegardsAntonio

2/10 Terrible

Beatriz

Disliked: Cleanliness, staff & service, property conditions & facilities
We stayed one night. Place wasn’t as the photos showed online. You need to go up 3 sets of stairs with your luggage because doesn’t have elevator. The place is dirty, bathroom is not private, mattress and pillows were terrible and have mosquitos. The only positive is that is near the train station. Don’t go there!
Stayed 1 night in Oct 2023
Response from Antonio on 27 Oct 2023
Good Morning Ms. Delgado,First of all thank you for the reservation made for only 1 night and for our Deluxe room with PRIVATE EXTERNAL BATHROOM.As explained upon check in, we just gave to you the room that you choosed – the only thing we can say is to read better in order to understand what you are reserving.We are very sorry to hear that, even though we asked multiple times if everything was okay and we had an affirmative answer.we defenetly helped you with your luggages in the check-in and check-out, we never had any complaints from your part about nor the mattress or the pillow if it was the case we would have been more than happy to provide solution for all your problems, Every room is equipped with a mosquitos repellent.To be as clear as possible, we always say and highlight also hear, that Home Boutique is inside a palace of 500 years without elevator; this should be clear as well as we always help our guests with theyr bags. Lastly we are sorry again about you feeling that way and we kindly invite you to our structure again so you can change your view about us.Best Regards