In July 2025 we stayed at Hotel Berchielli in Florence for two nights. The hotel is located near Ponte Vecchio, and because of local traffic restrictions, guests must rely on the hotel's valet service (Garage Florence Parking Firenze). We were instructed to hand over our car at Piazza di Santa Trinita and then walk to the hotel.
Incident Date: July 2025
Documentation Published: August 25, 2025
Last Updated: August 25, 2025
Executive Summary
While hotel stays are often uneventful, unexpected issues do arise. What matters most is how a hotel responds when things go wrong. Despite clear written acknowledgment of responsibility, Hotel Berchielli has failed to act. Travelers should be aware of this risk and consider alternative accommodations in Florence.
Incident Details
Arrival
Discovery of Damage
At checkout, our rental car was returned to the piazza with a large scratch and bent panel on the front right side. I immediately notified hotel staff, who called the valet company. The valet reviewed security footage, which confirmed the damage was not present when the vehicle entered their garage.
Attached photos of the car damage:
Front right area showing visible scratches.
Closer view of the same area, highlighting the extent of the scratch and deformation.
Written Admission of Liability
At my request, the valet company dictated a liability statement over the phone. A Hotel Berchielli representative wrote and signed this document, acknowledging that the damage occurred while the vehicle was in their custody.
Attached photo:
Signed liability statement (in Italian, names redacted). Dictated by Garage Florence Parking but written and signed by Hotel Berchielli staff, confirming the damage occurred while the car was in their custody. Translation of key sentence: "I, the undersigned, as the person responsible for Garage Florence Parking, declare that the vehicle was parked at our garage during the period in which the damage occurred."
Rental Company Refusal
When I returned the vehicle in Rome, the rental agency informed me there was no arrangement with Hotel Berchielli or Garage Florence Parking. I had no choice but to pay nearly €740 for the repairs.
Proof of Charges
Below is the official rental company documentation itemizing the €740 charge I was forced to pay, despite the written admission of responsibility by Hotel Berchielli's staff.
Attached documentation:
Document from Locauto Rent confirming €740 in charges for damage, matching the same dates as our stay at Hotel Berchielli.
Vehicle condition diagram from the rental company showing marked damage locations on the front bumper, front fender, and alloy rims, corresponding to the €740 charge listed in the damage report.
Aftermath
Since then, I have repeatedly emailed both Hotel Berchielli and Garage Florence Parking, providing photos, videos, and the liability document. After an initial request for pictures, they have not responded further, nor reimbursed me.
Conclusion
While hotel stays are often uneventful, unexpected issues do arise. What matters most is how a hotel responds when things go wrong. Despite clear written acknowledgment of responsibility, Hotel Berchielli has failed to act. Travelers should be aware of this risk and consider alternative accommodations in Florence.