Grand Universe Lucca, Autograph Collection

Recent Reviews: 123

• User:SCWahine

  Trip type: Couples

  Great service during Trenitalia train strike

  31 May 2026

  Davide helped coordinate a van from Lucca to Monterosso Al Mare for the next morning during a Trenitalia rail strike. We were supposed to travel by train, so this was a great alternative with very short notice. Azura who works the rooftop bar was very hospitable and friendly. We enjoyed her service both nights. Antonia Cavani, Guest Services / Front Office at Grand Universe Lucca, Autograph Collection, responded to this review Dear SCWahine,Thank you for your kind words. We are delighted to hear that Davide was able to arrange a great alternative during the train strike and that you enjoyed Azura's friendly and attentive service at the rooftop bar.We have gladly shared your compliments with Davide, Azzura, and the entire team, who will be thrilled to receive your appreciation.We look forward to welcoming you back soon.Kind regards,ANTONIA CAVANIDIRECTOR OF OPERATIONS

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• User:Alexander F

  Trip type: Couples

  check that you are booked in the room you paid for

  30 May 2026

  Check you are allocated the room you paid for. We booked an Adagio room but were given an accessible room instead (a space that was in my view not suitable for disabled guests due to its very small size, and positioning of tabs, basin and unusually high toilet).Although breakfast was included in our booking, a staff member told us publicly that we were not entitled to it. After we complained, Vanessa from reception moved us to a bigger room and resolved the breakfast issue. From what we heard the confusion was caused by another couple with the same surname, it seemed they were aware of the room confusion but did not offer to put us in a more appropriate room from the beginning.Had we not raised the issue, we would have been left in an unsuitable very uncomfortable, inappropriate room for the remainder of the stay.The positioning of the hotel is very good. Grand Universe La Residenza, at Grand Universe Lucca, Autograph Collection, responded to this review Dear Alexander F,thank you for taking the time to share your feedback.We are sorry to learn that your stay did not fully meet your expectations from the very beginning, as our guests' comfort and wellbeing are always our main priority.We sincerely regret that the similarity of surnames with another guest may have caused some inconvenience during your stay, including the need to reconfirm the breakfast included in your reservation. We understand how frustrating this may have been and apologize for the confusion.Regarding the room assignment, we would like to clarify that the room initially allocated to you was an Adagio room, in line with the category booked. Within the same room category, some rooms feature accessible bathroom facilities while others do not; however, these characteristics do not constitute separate room categories.That said, we are pleased that our team was able to assist you the following morning by offering a room change and a complimentary upgrade to a higher-category room. We hope this helped make the remainder of your stay more comfortable and enjoyable.We truly hope to have the opportunity to welcome you again in the future. Should you choose to stay with us again, we would be delighted if you contacted us directly before your arrival so that we can do our best to recommend and assign the room most suited to your preferences and needs.Kind regards,Antonia CavaniDirector of OperationsGrand Universe Lucca

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• User:AKD

  Trip type: Couples

  Great stay in Lucca

  16 May 2026

  Overall we had a wonderful stay at this hotel. The location was great for walking to all the areas of Lucca. It is definitely noisy when your room faces the piazza. But that is to be expected - would consider a portable sound machine if you are sensitive to noise when sleeping.Vanessa at the front desk was amazing! Very personable and super helpful with making dinner reservations and for suggestions for things to do.Only complaint was the room was too hot. I understand AC restrictions but the thermostat was locked and only accessible by staff to change. Would have liked it to be just a bit cooler.Would stay here again! Antonia Cavani, Guest Services / Front Office at Grand Universe Lucca, Autograph Collection, responded to this review Dear AKD,Thank you for sharing your lovely feedback! We are delighted to hear that you had a wonderful stay and enjoyed our central location in Lucca.A special thank you for your kind words about Vanessa — we will be very happy to share your compliments with her. We also appreciate your comments regarding the room temperature and noise from the piazza, and we will take your feedback into consideration to improve our guests’ comfort.We truly hope to welcome you back again soon!Best RegardsANTONIA CAVANIDIRECTOR OF OPERATIONS

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• User:alex4bes

  Trip type: Couples

  Good hotel but check your booking before accepting the accommodation given

  12 May 2026

  We visited for a special occasion and booked the Adagio King room for 3 nights on arrival I was told that there was 2 people with the same name as me staying at the hotel this should have raised my suspicions but due to the fact that we were processed through our passports did not think anything of it.I can only say that the room we were given was not at all suitable as it was for disabled guests apparently (this I cannot begin to understand as nothing in the room supported the use of this room by any disabled person)The following morning, I spoke to the duty manager who was very helpful and suggested we look at another room which was not quite the same as The Adagio King room, we then proceeded to go to breakfast but were told we were not due any breakfast, when this was checked following another visit to the duty manager we got access to the breakfast area.Lovely hotel but the process for booking guests is deplorable and done without any finesse in relation to making sure guests get the proper attention due.It was clear from the beginning the booking of the other person into our room was wrong but to try and mitigate the issue by putting us in the inferior room was appallingly obvious (one of the internal staff actually called our first room the darkroom and was very surprised we had indeed been allocated this room at all) Antonia Cavani, Guest Services / Front Office at Grand Universe Lucca, Autograph Collection, responded to this review Dear alex4bes,Thank you for taking the time to share your experience with us. While we are pleased to hear that you found the hotel lovely and appreciated the assistance provided by our Duty Manager, we are sincerely sorry for the confusion and frustration caused during your stay.We understand how disappointing it must have been, especially when visiting for a special occasion, to experience issues with your room allocation and breakfast arrangements. What you described does not reflect the level of service and attention to detail we aim to provide to our guests.Please accept our apologies for the inconvenience caused by the booking mix-up and for the initial room not meeting your expectations. Your feedback has been shared with the relevant departments so that we can review our procedures carefully and improve the guest arrival experience moving forward.We truly appreciate your comments, as they help us identify where we need to do better, and we hope you may consider giving us another opportunity to provide the seamless and memorable stay you originally expected.Kind regards,Antonia CavaniDirector of Operations

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• User:Richard Z

  Trip type: Couples

  Brilliant hotel in a great city

  12 May 2026

  We had a super time in Lucca, with our stay at the very special Grand Universe Hotel at the centre of a great trip. The food, service and staff were all excellent and with brilliant room upgrade, the stay in Lucca was outstanding. Thanks to the great team who looked after us, including Antonia. Antonia Cavani, Guest Services / Front Office at Grand Universe Lucca, Autograph Collection, responded to this review Dear T8325Srichardz,Thank you so much for your wonderful review. We are delighted to hear that your time in Lucca was so memorable and that your stay at Grand Universe Hotel was a special part of your trip.It is fantastic to know that you enjoyed the food, service, and especially your room upgrade. Your kind words about our team mean a lot to us, and we will be sure to share your compliments with Antonia and all the staff who helped make your stay outstanding.We truly hope to welcome you back to Lucca again soon for another unforgettable experience.Warm regards,Antonia CavaniDirector of Operations

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