I agree, hard to believe and to be honest I'm not buying it.
My experience is the opposite, amazing personal service, absolutely great food,
we mentioned we wanted to have a mushroom soup so the chef made one
for us and it was the best mushroom soup we ever had.
Our room was similar although much nicer and bigger with a much bigger
and more amazing bathroom. Felt warmer with a warmer color palette.
Everybody remembered us from the moment we checked in.
Everybody was super nice and personal.
We will go back to FS Florence as soon as we have another chance
to get back to Florence.