The villa itself was beautiful. It was delightful to cook in the kitchen, it had everything we needed. Our villa representative Mini was responsive and super thoughtful and had great ideas for us duri... Ver mais
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Embora não verifiquemos afirmações específicas porque as opiniões dos avaliadores são pessoais, podemos marcar as avaliações como "Verificadas" quando for possível confirmar que houve uma interação comercial. Leia mais
Para proteger a integridade da plataforma, todas as avaliações em nossa plataforma — verificadas ou não — são analisadas por nosso software automatizado, disponível 24 horas por dia, 7 dias por semana. Essa tecnologia foi concebida para identificar e remover conteúdo que viola nossas diretrizes, incluindo avaliações que não são baseadas em uma experiência real. Reconhecemos que talvez não consigamos detectar tudo e você pode sinalizar qualquer coisa que ache que possamos ter deixado passar. Leia mais
Veja o que dizem as avaliações
We were welcomed by a very accommodating Silvana, who showed us around the house and the area in a very professional manner and shared some helpful tips. The apartment is cozy, clean, and tidy, but... Ver mais
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Wat een heerlijke plek om te verblijven. Een ruim appartement van alle gemakken voorzien. Lekker luieren in de tuin onder de olijfbomen en een goed onderhouden zwembad. Alles is netjes schoon. Er is z... Ver mais
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Wir haben wunderschöne, gemütliche & ruhige Ferientage verbracht. Loredana hat uns herzlich empfangen und fantastisch betreut, herzlichen Dank 🫶🏼. Das Haus war sehr gepflegt, hat unsere Erwartung... Ver mais
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Detalhes da empresa
Escrito pela empresa
LUCCA APARTMENTS AND VILLAS combines the charm of Tuscany with the warmth of family tradition, offering more than just rentals but a deeply personal experience. As a boutique, family-owned agency in Lucca, we are passionate about sharing the love and legacy of the region that shaped our childhoods. Our commitment to making your stay unforgettable ensures that you’ll capture the essence of Tuscany, leaving with memories that last a lifetime.
Informações de contato
4,8
Excelente
309 avaliações
Sem histórico recente de pedidos de avaliações
Esta empresa não convidou os respectivos clientes recentemente, portanto as avaliações podem não ser representativas
Respondeu a 100% das avaliações negativas
Normalmente responde dentro de 2 semanas
Como esta empresa usa o Trustpilot
Veja como as avaliações e classificações são obtidas, pontuadas e moderadas.
Beautiful home and perfect guidance.
We stayed at Villa Viola from Lucca Appartments and Villas for one week with our 3 kids. It really was a beautiful house, tastefully furnished. We enjoyed the enormous garden (our three sons played a lot of football during our vacation) and the view over the Tuscan hills was stunning!
A place to relax and experience the beautiful area. We enjoyed Lucca, Pisa and Pistoia, the beach and hiking in the hills close to the villa. The service and information provided by Lucca Appartments and Villas and our house manager Filippo was great! We received clear information beforehand and the personal check-in and check-out with Filippo was arranged smoothly and friendly. We also appreciated the recommendations for restaurants and day trips Lucca Appartments and Villas gave us. We are back home with good memories!
25 de abril de 2026
Avaliação não solicitada
Resposta da Lucca Apartments and Villas
Dear Guests,
Thank you so much for sharing your wonderful experience at Villa Viola. We are thrilled to hear that you and your family had such a memorable week in Tuscany!
It is wonderful to know that the villa and its beautiful garden provided the perfect space for your sons to play football and for the whole family to relax and soak in those stunning views over the hills. We are also pleased that our location served as a great base for your adventures in Lucca, Pisa, and Pistoia, as well as your time at the beach and in the hills.
I have personally shared your kind words with Filippo; he will be so pleased to hear that his welcome and support helped ensure a smooth and pleasant stay for your family. Providing helpful recommendations and personal service is at the heart of what we do, and we are delighted that it contributed to a great holiday for you.
Thank you for choosing us, and we would be honored to welcome you back to Villa Viola for another unforgettable getaway in the future!
Warm regards,
Sara
The Lucca Apartments and Villas Team
We had a lovely stay at Villa Matilde
We had a lovely stay at Villa Matilde. The villa was well equiped. The pool was great. We were lucky to have a very sunny week. Our host Loredana was very kind. She responded quickly and did good effort to make our stay even more great.
5 de maio de 2026
Avaliação não solicitada
Resposta da Lucca Apartments and Villas
Dear Ms Moniek van Aarssen,
Thank you so much for sharing your wonderful experience at Villa Matilde! We are thrilled to hear that you had such a lovely stay and that you were able to make the most of the sunny weather and the pool.
It is a pleasure to know that Loredana’s dedication and quick responses contributed to making your holiday even more special. Providing attentive service is what we strive for, and I will be sure to pass on your kind words to her; she will be delighted to hear how much you appreciated her care.
We would be honored to welcome you back for another sunny Tuscan getaway in the future!
Warm regards,
Sara
The Lucca Apartments and Villas Team
The accommodation in Tuscany was…
The accommodation in Tuscany was absolutely beautiful and fully met our expectations. Everything was perfectly clean, and the whole place had a lovely, authentic atmosphere. A big highlight was the outdoor seating area, which was ideal for relaxing and enjoying peaceful evenings.
The pool was stunning, very well maintained, and truly enhanced the overall experience of our stay. We also greatly appreciated the service and communication – Filippo was extremely helpful, attentive, and everything was handled at a top level.
We would be happy to return and can highly recommend this place.
4 de maio de 2026
Avaliação não solicitada
Resposta da Lucca Apartments and Villas
Dear Ms Zuzana Zalabaiova,
Thank you so much for your wonderful review! We are delighted to hear that your stay in our Tuscan villa was such a positive experience and that everything met your expectations.
It is lovely to know that you enjoyed the authentic atmosphere, the stunning pool, and that wonderful outdoor seating area—we agree that there is nothing quite like relaxing there on a peaceful evening.
I have personally shared your kind feedback with Filippo; he will be absolutely thrilled to hear that his attentiveness and help made such a positive impact on your stay. Providing top-level service is our goal, and knowing we achieved that for you is truly rewarding.
We would be honored to welcome you back for another relaxing getaway in the future!
Warm regards,
Sara
The Lucca Apartments and Villas Team
The apartment was fantastic and all…
The apartment was fantastic and all communication very efficient and helpful
17 de abril de 2026
Avaliação não solicitada
Resposta da Lucca Apartments and Villas
Dear Ms Rogers,
Thank you so much for your kind review! We are delighted to hear that you had a fantastic stay and that you found our communication efficient and helpful. Ensuring our guests have a seamless and enjoyable experience from start to finish is our top priority, so your feedback means a lot to us.
We would be honored to welcome you back for another visit whenever your travels bring you to Lucca again!
Warm regards,
Sara
The Lucca Apartments and Villas Team
Ho affittato una villa per una…
Ho affittato una villa per una settimana con degli amici, standard elevatissimi! Consiglio caldamente
24 de abril de 2026
Avaliação não solicitada
Resposta da Lucca Apartments and Villas
Gentile Ospite,
Grazie infinite per la vostra bellissima recensione. Siamo davvero felici di sapere che il vostro soggiorno in villa, insieme ai vostri amici, sia stato all'altezza delle vostre aspettative e che abbiate apprezzato i nostri standard.
Il nostro obiettivo è proprio quello di offrire un'esperienza impeccabile e rilassante, ed è per noi motivo di grande soddisfazione sapere che sia stato così.
Speriamo di potervi accogliere nuovamente in futuro per un'altra vacanza indimenticabile in Toscana!
Un cordiale saluto,
Sara
Il Team di Lucca Apartments and Villas
Fantastica vacanza
Consiglio assolutamente di soggiornare presso una delle loro strutture, servizio impeccabile!
23 de abril de 2026
Avaliação não solicitada
Resposta da Lucca Apartments and Villas
Gentilissima Patrizia Corzani,
La ringraziamo di cuore per la sua bellissima recensione e per aver scelto di consigliarci! Siamo davvero felici di sapere che abbia apprezzato il nostro servizio e che il soggiorno presso una delle nostre strutture sia stato all'altezza delle sue aspettative.
La soddisfazione dei nostri ospiti è la nostra priorità assoluta e sapere che il nostro lavoro è stato percepito come impeccabile è per noi la ricompensa più grande.
Speriamo di poterla accogliere nuovamente presto per un altro piacevole soggiorno a Lucca o nelle sue vicinanze!
Un cordiale saluto,
Sara
Il Team di Lucca Apartments and Villas
Fantastic experience
Fantastic experience. Hosts were wonderful, property was stunning. FYI since Italy is pretty focused on recycling, be prepared for a pretty impressive recycling schedule and system- go green!
If you’re looking for a place with incredible views, a stunning kitchen and dining room, grandiose living room, spacious bedrooms, and the sound of birds waking you u in the morning (if you crack the windows- loved doing this!)… this is your place. We had a 3 and 4 year old in our party and they did great too. The winery on the lowest level was fantastic too, accommodating to our own little tasting even! A little boys’ bonus: what we called the snail tree- a giant tree that was home to tons of beautiful Eurasian snails tucked behind bark chunks and nooks who all had names by the end of our stay 🤗.
Would recommend 10/10, except we would really love to keep this as our own little secret for future holidays.
12 de abril de 2026
Avaliação não solicitada
Resposta da Lucca Apartments and Villas
Dear Ms Julia Cramer,
Thank you so much for such an enchanting review! We are absolutely thrilled to hear that your stay with us felt like a little slice of paradise.
It is wonderful to know that you enjoyed all the grand details of the villa—the views, the spacious rooms, and that stunning kitchen. We are also delighted that the little ones had such a magical time; the "snail tree" story is truly heartwarming and exactly the kind of memory we love to hear about! It’s fantastic that the winery and our tasting experience added that extra layer of enjoyment to your holiday.
We also appreciate you sharing the tip about our recycling system; it is indeed an important part of life in Tuscany, and we are so glad you embraced the "go green" spirit during your stay.
Knowing that you consider this your own little secret is the highest compliment we could receive. It was an absolute pleasure hosting your family, and we would be honored to keep your secret safe while you plan your return for your next Tuscan adventure. We look forward to welcoming you back whenever you're ready to return to your favorite hillside retreat!
Warm regards,
Sara
The Lucca Apartments and Villas Team
Villa Il Palagio and the team were…
Villa Il Palagio and the team were excellent.
21 de março de 2026
Avaliação não solicitada
Resposta da Lucca Apartments and Villas
Dear Caroline,
Thank you so much for your kind feedback regarding your stay at Villa Il Palagio. We are absolutely thrilled to hear that you had an excellent experience!
It is wonderful to know that you enjoyed the villa and that our team’s efforts contributed to making your time with us so special. Delivering exceptional service and ensuring our guests feel well-cared for is our top priority, and your praise is truly the greatest reward for us.
We would be honored to welcome you back to Villa Il Palagio for another memorable getaway in the future!
Warm regards,
Sara
The Lucca Apartments and Villas Team
Traumhaus mit Blick aufs Meer
wunderschöne Lage, sehr sehr schöne Schlafzimmer mit en suite Bädern, Parkplatz für 4 Autos (wenn auch etwas eng).
Tolle Terrasse und Pool.
Hervorragende Betreuung durch Giovanna.
18 de abril de 2026
Avaliação não solicitada
Resposta da Lucca Apartments and Villas
Sehr geehrte Gäste,
herzlichen Dank für Ihre wunderbare Bewertung! Wir freuen uns sehr, dass Ihnen die Lage, unsere Schlafzimmer mit den en-suite Bädern sowie die Terrasse und der Pool so gut gefallen haben.
Es ist unser oberstes Ziel, dass unsere Gäste sich bei uns rundum wohlfühlen, und wir sind sehr stolz darauf, dass Giovanna Ihren Aufenthalt so besonders gemacht hat – ich werde ihr Ihr Lob sehr gerne persönlich weitergeben! Vielen Dank auch für den Hinweis zum Parkplatz; wir schätzen Ihr offenes Feedback sehr.
Wir würden uns freuen, Sie bald wieder bei uns begrüßen zu dürfen.
Herzliche Grüße,
Sara
Das Team von Lucca Apartments and Villas
NOT FIRST REPORTED ROBBERY-Unsafe Rental: Known Missing Key, Locks Not Changed, Apartment Burglarized
We appreciate the more professional tone of this response. However, it still does not address the core issue: another guest reported an extremely similar robbery incident in the same apartment less than a month before our stay, including no signs of forced entry and warnings from LUCCA Apartments and Villas threatening legal action should the guest post negative reviews. This is not speculation. This verified review exists publicly. It's also notable that the locks were changed immediately following our incident, despite repeated statements implying there was no evidence of a security issue. We submitted extensive documentation and photos to LUCCA and VRBO. At no point have we asked anyone to "assume" responsibility without evidence. We are simply asking for accountability and reimbursement for what occurred. We will continue updating this review as the situation progresses.
EDITED ON 5/4/26:
We just discovered another recent review from a guest who stayed in the same LUCCA apartment the month before we did describing a similar burglary with no signs of forced entry and subsequent threats of legal action should they post negative reviews. While I am unable to attach photos/proof here, and LUCCA apartments and Villas continues to claim we have no proof even through we submitted it to them and to VRBO, please see my Google review of LUCCA Apartments and Villas with proof/photos attached.
EDITED ON 4/22/26 TO RESPOND TO LUCCA’S RESPONSE which is inaccurate and omits key facts we have already documented and provided to them, VRBO, and law enforcement.
LUCCA’S claim that the bedroom was in the same condition earlier in the day is false. We were physically present in the apartment after their manager’s visit and before leaving for dinner, and the room was not in disarray at that time.
More importantly, their statement that only two sets of keys existed is contradicted by their own property manager, who confirmed in writing that a prior set of keys had not been returned by previous renters and that the locks were not changed before our stay. This left an unaccounted-for key in circulation. We were given one set, one set hadn’t been returned by the previous renters as written to us by Chicara the local property manager, and Chiara had one set remaining which she used to access the apartment and left on the dining table for us. THE THIRD SET WAS STILL UNACCOUNTED FOR.
We had given limited permission for Chiara’s entry solely to address a maintenance issue in the HALL BATHROOM and to leave a key. There was no reason for anyone to enter the primary bedroom or photograph our personal belongings, which makes their explanation even more concerning, and no photographs actually taken before the theft while we were out for dinner would show a ransacked bedroom or anything even similar to what we came home to.
We contacted law enforcement immediately upon discovering the condition of the apartment and left the property because we did not feel safe.
We stand by our account and have retained all written communications supporting these facts.
____________________________________________________________
We rented an apartment in Florence through VRBO managed by Lucca Apartments. Upon arrival, we were given only one key for a group of 5. When we raised this issue, the property manager informed us in writing that additional keys had been lost by previous renters and that the locks had not yet been changed.
On the third day of our stay, the apartment was burglarized while we were out at dinner. When we returned, the door was closed and locked, and there were no visible signs of forced entry. Multiple valuables, including cash, clothing, and personal items, were stolen.We immediately contacted the police, who came to the property, documented the incident, and a formal police report was filed. Given the circumstances and the prior admission regarding missing keys and unchanged locks, we did not feel safe remaining in the apartment and relocated to a hotel that same night.
We contacted Lucca Apartments requesting reimbursement for the unsafe accommodation and the stolen items. Despite our documentation, including written messages from their property manager and the police report, they denied all responsibility. We then received communication from their legal representative stating they would not reimburse us and warning of potential legal action if negative reviews were posted.
3 de abril de 2026
Avaliação não solicitada
Resposta da Lucca Apartments and Villas
UPDATED ANSWER OF MAY 6TH, 2026, IN ANSWER TO THE GUEST'S UPDATE:
We are genuinely sorry for the distress caused by this situation and understand how upsetting such an experience must have felt. At the same time, we must firmly clarify that Lucca Apartments and Villas cannot accept allegations or assumptions suggesting responsibility for events to which we were entirely unrelated.
Following the incident, all appropriate measures were immediately taken, including the replacement of the locks, in order to ensure complete peace of mind for future guests.
For many years, we have welcomed thousands of guests with professionalism and care, as reflected in the overwhelming majority of reviews and the trust consistently placed in us by travelers from around the world. For this reason, we cannot accept unverified assumptions presented as facts.
We are truly sorry that your stay ended under these circumstances, as this does not reflect the standards of hospitality and care on which we have built our reputation over many years.
Update of April 24th, 2026: In view of Mr. Pollack’s ongoing statements, we have instructed our legal counsel to protect our interests in the appropriate venues
Lucca Apartments and Villas srl fully disputes the claims made by Mr. and Mrs. Pollack, as their reconstruction of events is entirely groundless for the reasons already explained to them, which we hereby intend to reiterate.
At 12:32 AM on April 4th, Mr. and Mrs. Pollack sent an email to the undersigned company stating that they had just returned from dinner and noticed their bedroom was in total disarray. They claimed to have left the room tidy and asserted that numerous belongings had disappeared, suggesting that someone had entered the premises. They further noted that there were no signs of forced entry and stated their intention to relocate to another facility, deeming the property unsafe.
Law enforcement intervened at the request of Mr. and Mrs. Pollack and took photographs of the premises, which indeed show the room in a state of disorder.
However, we must highlight that on the afternoon of April 3rd, 2026, at approximately 5:20 PM, Mr. and Mrs. Pollack had authorized the Villa Manager of Lucca Apartments and Villas srl to access the property. The manager took several photographs of the bedroom, which was found to be in the exact same state as later photographed by the police. Specifically, all clothing and other accessories (bags, etc.) were positioned in the identical manner in which they were found by the authorities. The other rooms were in the same condition; therefore, an analytical inspection became necessary to verify whether any damage had been caused to the property, given the state in which Mr. and Mrs. Pollack were keeping it.
It is therefore evident that no third party disordered the property, also considering that you were the only individuals in possession of the two sets of house keys, and no one else held a copy. Contrary to what Mr. and Mrs. Pollack reported, two copies of the apartment keys had indeed been delivered to them.
Furthermore, we wish to point out that Mr. and Mrs. Pollack have failed to provide the slightest evidence regarding the goods and money they claim were stolen from the property.
Finally, we wish to inform you that Lucca Apartments and Villas srl has instructed its legal counsel to determine whether the conduct of Mr. and Mrs. Pollack has caused serious damage to its reputation and professional standing, thereby reserving the right to take legal action in all appropriate judicial venues.
We would definitely book with this company again!
We have enjoyed a fabulous holiday at Rosyabate Cottage. Our host, Loredana, was super helpful, friendly and welcoming. Great communication and quick responses to our queries. The booking process was quick and easy. We would definitely book with this company again.
14 de abril de 2026
Avaliação não solicitada
Resposta da Lucca Apartments and Villas
Dear Ms Emma McKenna,
Thank you so much for sharing such a wonderful review regarding your recent stay at Rosyabate Cottage. We are absolutely thrilled to hear that you had a fabulous holiday!
It is lovely to know that you found our booking process smooth and that you enjoyed the support from Loredana. Providing a welcoming and helpful experience is our top priority, and I will be sure to share your kind words with her—she will be delighted to know that her efforts contributed to such a positive experience for you.
We truly appreciate your recommendation and would be honored to welcome you back for another relaxing Tuscan getaway in the future!
Warm regards,
Sara
The Lucca Apartments and Villas Team
Ho utilizzato questa agenzia per l' affitto di un appartamentogenzia per l'…
Ho utilizzato questa agenzia per l' affitto di un appartamento e sono rimasta molto soddisfatta del servizio offerto e dal personale molto disponibile e competente.
10 de abril de 2026
Avaliação não solicitada
Resposta da Lucca Apartments and Villas
Gentile Stefania,
La ringraziamo molto per aver condiviso la Sua esperienza positiva. Siamo davvero felici di sapere che ha apprezzato il nostro servizio e che il nostro staff sia stato all'altezza delle Sue aspettative.
L'attenzione al cliente e la professionalità sono i pilastri del nostro lavoro, e sapere che questo ha contribuito a rendere il Suo soggiorno piacevole è per noi la soddisfazione più grande.
Speriamo di poterla accogliere nuovamente presto in una delle nostre strutture per un futuro soggiorno a Lucca.
Un cordiale saluto,
Sara
Il Team di Lucca Apartments and Villas
AVOID AT ALL COSTS!
At check-in we were informed that the outdoor jacuzzi had an electrical fault and wasn’t functioning. The following morning we were informed that an electrician was contacted. He was able to come by that afternoon but unfortunately he wasn’t able to fix the jacuzzi. On the morning of Day 3 he came back.
He never got it functioning so for the entirety of our 6 nights stay the main selling point of the apartment was out of order.
No one bothered to inform us that they had given up. We had to actively seek out answers ourselves and eventually they stopped answering texts. In the end the House Manager transferred us to Guest Relations Manager Michele and we were told he was aware of the situation. He wasn’t. Michele wanted an email outlining the nature of the issue or the discomfort experienced, so they could look into the matter and take the necessary steps.
We told him we had been told by the House Manager that she had informed him and that he should get back to her if anything was unclear. And then communications went dead again.
In the end we were offered a refund of €50. We couldn’t believe it. Even worse were the conditions. To get the refund we would have to sign a disclaimer saying we wouldn’t post any negative comments on any websites. Essentially they’re trying to bribe themselves out of a bad review.
But guess what? It didn’t work. So take my advice. Never book with Lucca Apartments and Villas. Poorly run company with no regards for their guests.
1 de abril de 2026
Avaliação não solicitada
Resposta da Lucca Apartments and Villas
Dear Mr Kunde,
Thank you for your feedback. We are truly sorry to hear that you had a negative experience with us. We’re confident that the issue with your refund is a misunderstanding, and we will get in touch with you right away to discuss this in private.
Kind regards
Simona
Lucca apartments and Villas
Fantastic Villa with great service
We had a fantastic stay at Villa Papari. The Villa was well equipped and we enjoyed the Space and the quiet surrounding. Communication and Check-in with the Agency and our contact Silvana went very smoothly. She was available at all times for recommendations and questions.
4 de abril de 2026
Avaliação não solicitada
Resposta da Lucca Apartments and Villas
Dear Mr. Julian Rappold,
Thank you so much for sharing your wonderful experience at Villa Papari! We are absolutely thrilled to hear that you had a fantastic stay and enjoyed the space and tranquility that the villa offers.
It is our top priority to ensure our guests feel comfortable and well-supported, so we are delighted to know that you found the communication and check-in process smooth. I have personally shared your kind words with Silvana; she will be so happy to hear that her support and local recommendations helped make your holiday even more special.
We would be honored to welcome you back for another relaxing getaway in the future!
Warm regards,
Sara
The Lucca Apartments and Villas Team
Ho utilizzato questa agenzia per…
Ho utilizzato questa agenzia per l'affitto di un appartamento. Sono rimasto molto contento della sistemazione e della disponibilità del personale.
1 de março de 2026
Avaliação não solicitada
Resposta da Lucca Apartments and Villas
Gentile Riccardo Favaro,
La ringraziamo molto per aver condiviso la Sua esperienza positiva. Siamo davvero felici di sapere che ha apprezzato la sistemazione e che il nostro staff sia stato all'altezza delle Sue aspettative.
L'attenzione al cliente e la professionalità sono i pilastri del nostro lavoro, e sapere che questo ha contribuito a rendere il Suo soggiorno piacevole è per noi la soddisfazione più grande.
Speriamo di poterla accogliere nuovamente presto in una delle nostre strutture per un futuro soggiorno a Lucca.
Un cordiale saluto,
Sara
Il Team di Lucca Apartments and Villas
Ottima esperienza
Ho affittato un appartamento nel centro storico per alcuni giorni in occasione del compleanno di mio figlio per visitare la Toscana. Ci siamo sentiti accolti e a casa sin da subito, complimenti al personale molto disponibile ed accogliente. Grazie anche a tutti i suggerimenti per posti da visitare, ristoranti e anche parcheggi nelle vicinanze
14 de março de 2026
Avaliação não solicitada
Resposta da Lucca Apartments and Villas
Gentilissima Virginia Pellegrini
La ringraziamo infinitamente per la sua bellissima recensione. È stato un vero piacere per noi sapere che il vostro soggiorno a Lucca, in occasione di un compleanno così importante come quello di suo figlio, sia stato indimenticabile.
Il nostro obiettivo è proprio quello di far sentire i nostri ospiti come a casa fin dal primo momento, e leggere che ci siamo riusciti ci riempie di gioia. Trasmetterò con grande piacere i vostri complimenti a tutto lo staff; siamo felici che i nostri suggerimenti su cosa visitare, dove mangiare e dove parcheggiare abbiano contribuito a rendere la vostra esperienza in Toscana ancora più serena e piacevole.
Speriamo di potervi accogliere nuovamente in futuro per un altro speciale soggiorno nella nostra città.
Un caro saluto,
Sara
Il Team di Lucca Apartments and Villas
Terrible experience
Terrible experience, apartment totally misrepresented. I asked to swap and they would not facilitate. I asked for a refund after leaving one day, and instead decided to keep the full month, despite that they new within a day i was gone. Really untrustworthy and dishonest company.
Note: in response to the comment that I was offered alternatives, this is poorly described. I was offered an alternative - WITHOUT a refund - so to pay entirely from scratch again. This is not an alternative option. Months later, although I stayed only one night, and had it confirmed the place was half the size advertised, they have refused to refund any money, leaving to have to pursue other channels. Totally lacking in honesty and integrity sadly.
14 de março de 2026
Avaliação não solicitada
Resposta da Lucca Apartments and Villas
answer added on 26 June 2026:
Dear Ms Dundon,
Dear Ms. Dundon,
We are sorry to hear that your experience did not meet your expectations. However, we feel it is necessary to clarify the exact sequence of events to provide a transparent and accurate account of the situation.
The booking process: To begin with, our team closely assisted and advised you regarding several apartment options during the booking phase. Ultimately, however, you chose to independently book a different apartment online.
Reported issues and verifications: Regarding your reports of alleged malfunctions, we would like to clarify that during your stay, we were never given the opportunity to conduct an on-site inspection to assess or resolve them. Upon your check-out, the apartment was fully inspected and found to be in perfect order and fully functional.
The issue of dimensions: Also during your stay, you raised objections regarding the size of the property. We promptly requested that you provide us with documentation or objective evidence to support this claim, but you refused to provide any such feedback.
Alternative options and refund policy: Our team took immediate action to offer alternative solutions, always in compliance with the contractual terms. Since the apartment was booked for the entire month and you chose to vacate it independently after only one night, the terms of the contract you signed—which include clear and binding cancellation policies—did not allow for a refund of the monthly rent, as the property remained reserved under your name. Furthermore, following our thorough inspection at check-out, there were absolutely no objective grounds to justify or grant a refund.
We have been operating in this sector for years with the utmost seriousness, transparency, and full respect for the agreements made. We remain available through the appropriate channels for any further formal clarification.
My kindest regards,
Thank you for your feedback.
We consider every review an opportunity to improve, as demonstrated by our high scores and the level of satisfaction of our Guests across various platforms.
In your case, however, we feel it is necessary to make a few clarifications.
Already during the booking phase, we had proposed a series of solutions based on your requests, however you independently chose to book a property outside of our recommendations, also accepting the non-refundable cancellation policy clearly described on our website.
During your stay, you raised some complaints, including an alleged discrepancy in the apartment's measurements, but you declined to provide us with your professional's report to allow us to verify this.
Similarly, regarding the reported issues with the shower and the door, we offered immediate assistance, but we were denied access to the property to intervene.
Finally, we would like to remind you that the photo of the rubbish you attached shows a terrace belonging to an adjacent private property, which is entirely unrelated to the apartment you rented, as we already clarified in person.
In response to your complaints, we also proposed alternative solutions, which, however, you chose not to pursue.
My kindest regards,
Michele
Lucca Apartments and Villas
Beautiful Properties With Excellent Presentation
I’m truly so impressed with Lucca Apartments and Villas. Not only are the properties beautiful and thoughtfully maintained, but the way the company presents itself online really reflects the quality of the experience. The marketing and promotional materials do such a great job capturing the charm of Lucca and the attention to detail that goes into each stay. Everything feels polished, welcoming, and true to what you actually experience. Highly recommend for anyone looking for a beautiful and well managed place to stay in Lucca!
28 de janeiro de 2026
Avaliação não solicitada
Resposta da Lucca Apartments and Villas
Dear Mr Ayden Ladner,
Thank you so much for such a kind and thoughtful review! It is incredibly rewarding for our team to read that our passion for presenting Lucca and our properties accurately online resonates with you.
We firmly believe that transparency and setting the right expectations are key to a stress-free holiday, so we are delighted that you found our materials truly reflected the quality and charm of your actual stay. Knowing that we succeeded in making your experience feel polished, welcoming, and seamless makes all of our efforts worthwhile.
We are so grateful for your high recommendation, and we would be absolutely honored to welcome you back to Lucca for another beautiful getaway whenever your travels bring you our way again!
Warm regards,
Sara
The Lucca Apartments and Villas Team
Great facility
Great facility, very professional staff, excellent customer service. Fulfill my whole expectations and wonderful experience ever.
25 de fevereiro de 2026
Avaliação não solicitada
Resposta da Lucca Apartments and Villas
Dear Guest,
Thank you so much for your kind words! We are absolutely thrilled to hear that you had such a wonderful experience and that our facility and team met all your expectations.
Providing excellent customer service is our top priority, and knowing we succeeded in making your stay memorable is the greatest reward for us. We truly appreciate your feedback and would be honored to welcome you back for another fantastic visit in the future!
Warm regards,
Sara
The Lucca Apartments and Villas Team
Mi affido sempre alla Lucca apartments…
Mi affido sempre alla Lucca apartments and villas quando ho amici da consigliare dove soggiornare. Sistemazioni da sogno e personale gentile. Lo consiglio
24 de fevereiro de 2026
Avaliação não solicitada
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