Faq

FREQUENTLY ASKED QUESTIONS BY OUR CLIENTS

How can I make a reservation?

You can book your stay directly with us without intermediaries through our online booking system, following the instructions that the program will prompt. The Relais Luce Florence relies on HermesHotels to ensure maximum customer security in online payment transactions by credit cards and for handling sensitive data, using the 128bit encryption security key. If you don’t want to book online you can use the reservation box or contact the reception by calling at +39 055 0190242 or sending an email at [email protected]

Why do I need my credit card number to book a room?

Your credit card is necessary to confirm the reservation, and is used as a guarantee of the reservation within the terms of our cancellation policy in case of a refundable rate, or to charge the booking in case of a pre-paid and non-refundable rate. Credit card details are used only in case of no-show or late cancellation for the first night.

Is the tourist tax included in the cost of my reservation?

According to the City Council resolution n. 230/33 dated 06/20/2011, from July 1st 2011 the City of Florence will introduce the Tourist Tax, applied to non-residents overnight staying, for a maximum of 10 consecutive nights. The Tourist tax rate is 2.50 € per person per night. It will be added to your room bill, since it is not included.
The Tourist Tax rate is not applied to children (up to 10 years old), people who provide assistance to patients in hospital (max one each patient) and people who provide assistance to underage patients in hospital (max two each patient).

What is your Cancellation Policy?

  • Cancellation within 72 hours from 2:00 p.m. of the day of arrival (B&B time): no charge.
  • Cancellation after 72 hours from 2:00 p.m. of the day of arrival (B&B time): you will be charged for a one night stay.
  • No shows, early departures, and any alteration to the booking after check-in: you will be charged for the whole stay.
  • During Fair periods (for example Pitti Fair) any cancellations must be communicated at least 2 weeks prior to arrival (2:00 p.m., B&B time). Late cancellations will be charged the full amount of the reservation.
  • Bookings made with discounted prepaid rates are always non-refundable.
  • For reservations of 6 or more nights and for 3 or more rooms, the cancellation must be requested at least 15 days before the date of arrival.
  • During periods such as New Year, Easter etc. or while booking for groups (for 3 rooms or more), the management may require a deposit to guarantee your booking and might provide a different cancellation policy rather than the default one, which will be communicated at the moment of the reservation.
  • Remember that the reservation must always be confirmed by Relais Luce Florence.

What are the check-in and check-out times?

Check-in is from 2:00 p.m. to 8:00 p.m., while check-out is by 11:00 a.m. For any special needs such as early check-out or late arrivals, reception must be alerted in advance in order to organize a special procedure for you.

I will arrive in Florence before 2:00 p.m. Can I leave my luggage and come back later to check in?

Yes, we offer free luggage storage so you may enjoy both the day of your arrival and of your departure.

I will be arriving very late, outside the normal check-in time. How can I access my room?

The reception is open until 8:00 p.m. In case of late arrival, contact our reception in advance and we will organise a special procedure for your independent access. Please specify this during the booking process. If you will arrive later than 8:00 p.m. you will access the B&B with automatic codes that we will send you by email.

We will arrive by car. Where can we park?

You can park your car at one of our affiliated garages. The service must be booked in advance and the cost varies according to the car.
Note: we don’t provide any valet services for luggage or car parking.

Is the Relais close to Santa Maria Novella station?

Yes, the Relais Luce Florence is just 2-3 minutes on foot from Santa Maria Novella, the most convenient solution for those arriving in Florence by train.

We will arrive by plane. What is the best way to reach the Relais Luce from the airport?

From the Amerigo Vespucci airport, you can reach us comfortably by taxi in 15-20 minutes, or by using the “Volainbus” shuttle from the airport to the Santa Maria Novella Station.If you land in Pisa, Galileo Galilei airport, you can reach Santa Maria Novella Station either by the Terravision bus or by train in about 1 hour.

Is the Relais Luce in the center of Florence? Is it convenient for visiting the city on foot?

Yes, our B&B is in the historic centre, a few steps from the church of San Lorenzo and close to the Duomo, the Ponte Vecchio, and to the historic Florentine artisan streets.

Is breakfast included in the room rate?

Yes, breakfast is included. You will find a wide variety of delicacies selected among the local products, to be enjoyed outdoors on our terrace or in the dining room in our comfortable designer chairs and a cosy reading corner. If you have an allergy to gluten or dairy products, or other dietary needs, please contact us in advance and we will try to arrange suitable alternatives for you.

How are the linen change and room cleaning services carried out?

The room rate includes daily cleaning and linen changed every three days.

Do you accept pets?

Small and medium size pets are welcome. You will be charged an extra cost of 10 € per night. Read our pet policy for further information concerning our internal rules and other important information related to the stay of our small friends at the hotel.

Is smoking allowed in the rooms?

No. All rooms and common areas are non-smoking. Smoking is allowed only in the outdoor terrace.

Haven’t found what you were looking for?

Write directly to [email protected]