May 21, 2014
I stayed at the hotel for 2 nights from the 11th April-13th April 2014. I had booked the hotel as a treat for my wife's 30th birthday. On checking in we were very impressed with the hotel and staff. We got to the room, unpacked our bags and went out for dinner. On returning to the room we noticed that the beds had been turned down and on initial impression the room looked fantastic. We put the TV on and laid down to watch a movie. On laying down we
noticed a stain on the sheet next to our heads and in between the two pillows. On closer examination we were disgusted to find that the brown stain was in fact excrement that had been smeared into the sheet. To make matters worse, its wasn't an old stain, it was fresh on the surface. We were appalled and disgusted on realising what was on our clean sheets. I immediately went out to see the night manager to explain the situation. He at first did not believe me and it wasn't until his colleague smelt the bed that they believed us. I demanded that something was done about the situation as it was very late and all we wanted to do was go to bed and sleep. After a lot of persuasion he finally suggested that he could put us in another room but he was very adamant that we could only use the other room for one night and would have to return to our original room first thing the next day. I said that this wasn't acceptable as we had already unpacked, it was late and we didnt want the inconvenience of having to move out only to have to move back in the next day. Eventually he changed the sheets for us and said he would notify the manager of our situation the next day. When I spoke with the lady on the desk the next day I was informed the manager was not in. It wasn't until our day of departure on the Sunday that the lady on the desk said she had spoken to the manager. I was offered, as compensation, a free transfer back to the airport. However, I had already prepaid for my transport so this was no good to us. They refused to offer any further compensation. I sent an email of complaint to the manager a week after we left and still, 4 weeks later I still havent had a reply. Thoroughly disappointed with our experience and would never return again
Sep 9, 2012
We stayed here after our cruise vacation in the Mediterranean. The hotel is absolutely OUTSTANDING. We fell in love with it the minute we walked in. The arrival by water taxi was out of this world. We fell like royalty as we had a hotel employee waiting for us right on the steps that lead to the canal. Every single person that works here was AMAZING!!!! The service is out of this World!!!!! The room was huge, sexy, comfortable, the best bed ever
(It was so hard to leave in the morning :)). The only drawback is the walking entrance. You have to go through a little walkway that at first we fell a bit weird about, but once we got used to it, we were ok with it. We loved this place so much we had recommended it to all of our friends. Next time we got to Venice we will definitely stay here!