Wonderful Marriott system hotel in the heart of Lucca. Overall we had a good stay, the front desk/concierge staff really make the stay memorable. They were all so friendly from the moment we checked in to every moment of our stays interaction. The one downside was our room had several physical issues, which weren't rectified efficiently. As soon as we checked in, we found the hand held shower literally came out of the wall whole and water went spouting everywhere. Also, the backlit mirror's light wasn't working. We called for someone to fix, but only a housekeeper came to clean up the water. We pinged them again to take a look and apparently an engineer came and fixed everything. No one followed up with us, but we assumed it was all fixed. Come next day (3rd day of stay), not only was the hand held completely coming off the wall again, but our mirror light was utterly spazzing nonstop. We asked them to fix again by physically going downstairs to the desk. Low and behold, what we could gather from hand motions and bits of English, the engineer basically said it wasn't fixable because they didn't have the parts. The lady at the front desk was clearly frustrated with him as well and offered to switch our room. At this point, we had 16 hours left in our stay and didn't want to waste time packing to change rooms. What the correct action to have taken was for the engineer to have communicated with the desk (and us) the issue wasn't fixable and we should have been given a new room our first night. Also, on our last night our floor smelled like sulfur/sewer. Given the ineptness of engineering we didn't bother to notify the desk, but the smell lingered well into the night.
Again, the property is well appointed, beautiful lobby, quaint little outdoor rooftop area to hang out with views of the city, and even partners with a local bike shop with the first hour rental free. read more