Did not hold the room that we reserved
When we arrived at the Villa Florence there was only 2 rooms left. We were being booked into the room that we reserved and another guest showed up and, because the desk clerk that was helping her threw a fit, we lost our room and ended up with a room that had a broken phone, a broken mirrored tray with shards of glass everywhere, used cups and a door that wouldn't lock. When we called maintenance to help the man who showed up was rude and told us "It's an old building." The only saving grace in this hotel was one employee named Kasey. She was helpful and kind and got us moved to the right room for our second night. If you're thinking about staying at the Villa Florence the rooms are very nicely updated and modern, the beds are pretty hard but not too bad, it's a very short walk to Union Square and it was quiet considering it's location. However, unless you're lucky enough to get Kasey, the staff will be unhelpful, condescending and extremely rude.