Tornabuoni Place

We went on a roadtrip in Italy through 6 cities so 6 different hotels and this one was the only bad one. We arrived around 10h or 11h, we had the chance to enter when people got out because we had no key or code and the hotel was empty. We then called, and a lady arrived 15 minutes later. Some clients luggages were waiting in the lobby without any camera or any monitoring. She told us that our room was not ready and that she Will directly put our luggages in it as soon as it would be ready. I was not confident as I had just seen other luggages left freely in the lobby. The day after we left (we stayed 2 nights), we noticed that one bag was missing, we though we left it in our car but it was not, because it was only shoes in it so we did not took this bag out at every destination. I had to call them 10 Times to know if they had it. It means that they kept this bag 4 days. The lady said « the cleaning staff found it yesterday, we were about to text you »… but I had to send them a ton of messages to get an answer, nobody never called us and I am sure that either it has been placed in the wrong room and luckily they had it back or either they had it anywhere else, but i Will never know where. But I am 100% sure that it was not in our room. I had to call and text for DAYS before knowing if they sent it and I am still waiting for them to send me the tracking number. I am glad that the post service is doing their job so I could have my bag back. No commercial spirit, just bad faith. All they want is your money. We paid 435€ for 2 nights for such a bad service, there was no staff there and we still had to pay for the bags shipping afterwards even though it was their fault. PS: there was a disgusting thing on the cupboard (looks like a booger…..) See pictures