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AC Hotel by Marriott Pisa
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Reviewed 18 August 2022 via mobile
More 3* than a 4*

Booked in for just one night on a 14 day holiday in Italy. Glad is was no more for the following reasons

1. Bed wasn’t that comfortable. Mattress had my wife rolling off the bed in her sleep and she woke up with pain on her side.
2. In the bathroom, one of the towels had holes in them (worn out) and the sink had a massive crack and taps looked well scratched through.
3. No safe to put our valuables in
4. No ironing board
5. Breakfast was super limited in choice. No hot food apart from semi warm bacon. Egg variety was non existent - only cold hard boiled eggs offered
6. Staff in the restaurant just huddled together and stood around making you feel you didn’t exist. When asking for a coffee they just pointed you to the machine.

One of the only positives was the receptionist was super helpful and friendly.

For a Marriott hotel, this is way below par and out of over 25 hotels I’ve stayed at within the chain of Marriott’s, this has to be the most disappointing.

Room tip: Come with low expectations
Date of stay: August 2022
Trip type: Travelled as a couple
Ask deveref about AC Hotel by Marriott Pisa
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This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews.
AC Hotel Pisa Front Office, Guest Services / Front Office at AC Hotel by Marriott Pisa, responded to this reviewResponded 20 August 2022

Dear "deveref",

Thank you for taking the time to let us know about your experience while staying with us here on Tripadvisor. Your experience of is below our standard.

Providing the highest level of hospitality is our number one priority and I sincerely apologize for failing to meet your expectations. I have shared your feedback with the leadership team and owner to ensure the necessary guidelines are in place and reviewed to prevent the experienced issues from occurring in the future.

I hope you choose to stay with us again when your travels bring you back to the area.

Sincerely,

Antonio Iozzia
General Manager

AC Hotel by Marriott Pisa

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 19 July 2022
Disappointing with communication issues.

Hotel booking was made through the Marriott app so was great. We were contacted prior to check-in and asked to pay for a guaranteed upgrade but did not, as we thought we we would end up being upgraded anyway due to being Marriott gold. On check-in we were asked "how many rooms?" English language needs to be improved for key personnel. We were not upgraded and also told breakfast was included, room was clean, no peephole on the door for safety. No tea & coffee making facilities, Car parking and internet was fine. We had a good nights sleep, the following morning there was no-one at the entrance of the restaurant so we sat down and ate breakfast and whilst eating our average breakfast with hockey puck egg and small sausages, we were told breakfast was not included, so we felt tricked, as I would not have paid EUR50 for 3 breakfast of that quality. On check out I wanted to pay my bill with cash but the front desk did not have any change. Would probably try another Marriott hotel on my next visit to the area.

Room tip: High floor
Date of stay: July 2022
    • Location
    • Sleep Quality
    • Service
Ask MarkWesson about AC Hotel by Marriott Pisa
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This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews.
Reviewed 9 July 2022 via mobile
What a DUMP! The General Manager is the most unpleasant man…

Am currently staying in this Hotel - I am informed by Reception that they have no iron. The Manager says they do but it has been ‘occupied’ for the past 8 hours…
Very unpleasant man who likes to talk over you.
No safety box in the room, was told to ‘come to reception’, no tea making facilities, no shower cap, I can go on and on.
This is not a Marriott Hotel and I will be reporting this venue to HQ.

Date of stay: July 2022
Trip type: Travelled with friends
Ask Whyarepeoplesooffend about AC Hotel by Marriott Pisa
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This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews.
AC Hotel Pisa Front Office, Guest Services / Front Office at AC Hotel by Marriott Pisa, responded to this reviewResponded 10 July 2022

Dear TruthHurts (@Whyarepeoplesooffend),

Thank you for taking the time to let us know about your experience while staying with us with your review here on Tripadvisor. We sincerely apologize for the problems experienced.

Providing the highest level of hospitality is our number one priority and I sincerely apologize for not meeting your expectations. I have shared your feedback with the owner and management team to ensure that the necessary guidelines are in place and reviewed to prevent problems from occurring in the future.

Anyway, I have to make it clear to you and other Tripadvisor readers that I've never had the pleasure of meeting or talking to you, but my staff told me you yelled at them so many times in anger. They explained to you that not all rooms have safes and that individual safes are available at reception and that we can provide tea making facilities and ironing facilities upon request (and availability), but you continued to argue with my staff. In fact we know that some services and other things could be improved, but it seems clear to me your willingness to discredit me and the property I manage, for the simple fact that we never spoke to each other (I was not on duty this weekend). I also see that the vast majority of your reviews here on Tripadvisor are bad / very bad, so you are probably used to the 5 star standards you can always find in expensive 5 star hotels / restaurants; in our case, we are not a full-service Marriott hotel, so we offer comfortable stays in a modern atmosphere and with a friendly staff, always available for all of our guests' needs.

Do not hesitate to contact me for any further assistance or clarification needed.

I hope you choose to stay with us again when your travels bring you back to the area.

Sincerely,
Antonio Iozzia
General Manager
AC Hotel by Marriott Pisa
acpisa@ac-hotels.com
+39 050 575395

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 26 May 2022
Substandard for Marriott reputation

As a Platinum member for nearly 10 years, I think my star-rating & evaluation is fair and valid. No lounge. No complimentary breakfast. No upgrade (even though a suite (or more) is/are clearly available as the receptionist was checking with a manger for approval. It is not as conveniently located nearby downtown or easy access to mass transit…in short, I did not feel special as I have specially choose Marriott over other accommodation. Very disappointed.

Ask 149jiangl about AC Hotel by Marriott Pisa
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This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews.
AC Hotel Pisa Front Office, Guest Services / Front Office at AC Hotel by Marriott Pisa, responded to this reviewResponded 30 May 2022

Dear 149jiangl,

Thank you for taking the time to let us know about your experience while staying with us with your review here on Tripadvisor. We sincerely do apologize for the experienced issues.

Providing the highest level of hospitality is our number one priority and I sincerely apologize for failing to meet your expectations. I have shared your feedback with the leadership team to ensure the necessary guidelines are in place and reviewed to prevent the problems from occurring in the future.

In regards of the Platinum benefit, we follow the Marriott Bonvoy T&C, that for AC Hotels are different compared to other brands; please check the rules on Marriottbonvoy.com and you will see all the benefits brand by brand. Breakfast is never included as a Benefit for Elite members at AC Hotels, also no AC Hotel have Elite Lounge.

Please note also that we only have n. 3 suites and we always assing the Suites to our Elite guests, depending on their ranking. If you were assigned a standard room, it's just because we were out of Suites for you. Front office staff doesn't need to check for manager approval for upgrades.

I hope you choose to stay with us again when your travels bring you back to the area.

Sincerely,
Antonio Iozzia
General Manager
AC Hotel by Marriott Pisa
acpisa@ac-hotels.com
+39 050 575395

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 25 May 2022 via mobile
Poor hotel & staff

AC hotel… No glasses or plastic cups in bathroom. (When asked for them we were told no room service). No room upgrades for Platinum. No Platinum free breakfast (option $10/pp credit towards €12/pp breakfast). At breakfast (Continental not a full breakfast), no self service coffee (coffeemaker there is just for decoration) must ask for coffee. Cold hockey puck egg? Watered down sugared juice. No waffles or pancakes or toaster.

The staff needs to learn English (especially the proper way to term words sincerely to guests) since they are working at an American hotel.

Room tip: This hotel is not walking distance to the leaning tower of Pisa and other sites.
Date of stay: May 2022
Trip type: Travelled with family
Ask Mulholland about AC Hotel by Marriott Pisa
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This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews.
AC Hotel Pisa Front Office, Guest Services / Front Office at AC Hotel by Marriott Pisa, responded to this reviewResponded 29 May 2022

Dear Mulholland,

Thank you for taking the time to let us know about your experience while staying with us with your review here on Tripadvisor. We sincerely do apologize for the experienced issues.

Providing the highest level of hospitality is our number one priority and I sincerely apologize for failing to meet your expectations. I have shared your feedback with the leadership team to ensure the necessary guidelines are in place and reviewed to prevent the problems from occurring in the future.

In regards of the Platinum benefit, we follow the Marriott Bonvoy T&C, that for AC Hotels are different compared to other brands; please check the rules on Marriottbonvoy.com and you will see all the benefits brand by brand.

Our breakfast doesn't include pancakes because we follow the concept of the Italian/Spanish breakfast, not the American.

I hope you choose to stay with us again when your travels bring you back to the area.

Sincerely,
Antonio Iozzia
General Manager
AC Hotel by Marriott Pisa
acpisa@ac-hotels.com
+39 050 575395

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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