The advertising photograph showing a breakfast table set on a balcony with a great view is misleading - breakfast is served inside, and there was no view. The lady manager was disagreeable, and she seems to be an absentee manager. Nobody was around after business hours, if ever something happened. Internet did not work. Requests for help with Internet led nowhere. The only answer was "just enter the password properly".
The location is great - right on a big square in the centre of Lucca. The palazzo is pricey considering there is no service. The hotel only has a handful of rooms, and is operated like an Italian self-service gas station, with no staff onsite.