Please think twice about the Westin Europa and Regina in Venice...
Apr 28th, 2004, 06:41 PM
#1
Original Poster
Join Date: Jul 2003
Posts: 12
Likes: 0
Received 0 Likes
on
0 Posts
Please think twice about the Westin Europa and Regina in Venice...
Hey everyone,
Just got back from our honeymoon. I'll post a brief trip report later but wanted to impress on everyone to give a second (or third) thought to staying at the Westin Europa and Regina. My letter to them follows to give you an idea of the problems with this property. At the same time, words cannot describe how incredible our stay was at the two Rocco Forte hotels we stayed in - the Hotel de Russie in Rome and the Hotel Savoy in Florence. The rooms, location and service were impeccable.
Thanks for everyones help along the way,
Eyal
To whom it may concern,
As I see no mail address on this site, I am using this form to provide feedback on an unpleasant stay at one of your hotels - I hope it reaches the appropriate person. My wife and I recently returned from a honeymoon in Italy. We started off in Rome at a Rocco Forte property which astounded us in its services. We then traveled to Venice and the purported 5-star property the Westin Europa and Regina. Prior to our arrival, I phoned the concierge to inquire about transportation from the train station to the hotel and was brusquely told of the limited options. We arrived in the afternoon and were made to drag our bags in with no one present to hold them while we checked in. The front desk clerk looked dumbfounded when I presented my name and could not find our reservation (although I had made it via your website and confirmed it prior to departure). I had to give him my reservation number and ask him to check the computer. After this hassle, we were told that the room we had requested was not available and were given two options - a tiny room that seemed below what we reserved or a 100 Euro upgrade to a slightly larger room with a Grand Canal view. We opted for the upgrade as the first option was dark and tiny and not what we had originally requested. Throughout our stay we tried to have the concierge make dinner reservations (something that the Rocco Forte chain took care of efficiently and gladly) only to have our requests ignored with the excuse being "the line was busy, sorry". We were then given a postcard for another restaurant without further attempts by the concierge to reserve a table at our preferred restaurant. For the length of our stay, we found the concierge service woefully inadequate and were often ignored as we stood in front of them. We attempted to obtain train tickets there (again, something the Rocco Forte chain took care of happily) only to be told that they were unable to do this and that we should go to the station ourselves. The above examples led us to cancel our 3rd night in Venice and escape the Starwood properties for another Rocco Forte chain in Florence where we again were treated to a true 5-star experience. That hotel chain provides service that this Westin property should train its staff to aspire to. We would never again set foot in this Westin property (and have already disuaded two couples from making the mistake of staying there). In the future, we will be quite hesitant to book a room at other Starwood properties. We look forward to your prompt reply.
Just got back from our honeymoon. I'll post a brief trip report later but wanted to impress on everyone to give a second (or third) thought to staying at the Westin Europa and Regina. My letter to them follows to give you an idea of the problems with this property. At the same time, words cannot describe how incredible our stay was at the two Rocco Forte hotels we stayed in - the Hotel de Russie in Rome and the Hotel Savoy in Florence. The rooms, location and service were impeccable.
Thanks for everyones help along the way,
Eyal
To whom it may concern,
As I see no mail address on this site, I am using this form to provide feedback on an unpleasant stay at one of your hotels - I hope it reaches the appropriate person. My wife and I recently returned from a honeymoon in Italy. We started off in Rome at a Rocco Forte property which astounded us in its services. We then traveled to Venice and the purported 5-star property the Westin Europa and Regina. Prior to our arrival, I phoned the concierge to inquire about transportation from the train station to the hotel and was brusquely told of the limited options. We arrived in the afternoon and were made to drag our bags in with no one present to hold them while we checked in. The front desk clerk looked dumbfounded when I presented my name and could not find our reservation (although I had made it via your website and confirmed it prior to departure). I had to give him my reservation number and ask him to check the computer. After this hassle, we were told that the room we had requested was not available and were given two options - a tiny room that seemed below what we reserved or a 100 Euro upgrade to a slightly larger room with a Grand Canal view. We opted for the upgrade as the first option was dark and tiny and not what we had originally requested. Throughout our stay we tried to have the concierge make dinner reservations (something that the Rocco Forte chain took care of efficiently and gladly) only to have our requests ignored with the excuse being "the line was busy, sorry". We were then given a postcard for another restaurant without further attempts by the concierge to reserve a table at our preferred restaurant. For the length of our stay, we found the concierge service woefully inadequate and were often ignored as we stood in front of them. We attempted to obtain train tickets there (again, something the Rocco Forte chain took care of happily) only to be told that they were unable to do this and that we should go to the station ourselves. The above examples led us to cancel our 3rd night in Venice and escape the Starwood properties for another Rocco Forte chain in Florence where we again were treated to a true 5-star experience. That hotel chain provides service that this Westin property should train its staff to aspire to. We would never again set foot in this Westin property (and have already disuaded two couples from making the mistake of staying there). In the future, we will be quite hesitant to book a room at other Starwood properties. We look forward to your prompt reply.
Apr 28th, 2004, 07:07 PM
#3
Join Date: Jan 2003
Posts: 29,053
Likes: 0
Received 0 Likes
on
0 Posts
may i make a suggestion....i would not make a complaint of this type via e-mail....i would send a personal letter to both the senior manager of the hotel itself and to the president and ceo of the westin and/or starwood group....do some research on the net or call a local westin and find out names and titles and make a very formal presentation to them...i would downplay the other hotels, except to say that other italian hotels performed similar services for you and maybe name them...i would play up the honeymoon situation...they appreciate this...
just my thoughts...
just my thoughts...
Apr 28th, 2004, 07:26 PM
#4
Join Date: Jan 2003
Posts: 6,127
Likes: 0
Received 0 Likes
on
0 Posts
Eoren1, that is a very unfortunate experience that you had on your honeymoon, of all the times especially.
I hope that your email will be directed to the correct party. I know that you must have sent this email via a link on Starwood Hotels and Resorts. It is a form that you fill out with comments. I did that when I had a question about my membership card and someone responded promptly and then did a follow-up.
So I'm sure your email will be addressed.
If it will console you a little, this hotel doesn't get glowing comments from other guests on tripadvisor.com. It appears that the hotel is lacking in excellent customer service and maintenance as well as spotty housekeeping services.
That's very bad because this property is supposedly a deluxe type. It's not fair also as the rates are not cheap.
Certainly Starwood needs to know about your bad experience so that necessary changes can be made with the management. Maybe the corp. doesn't know about the other comments that are on tripadvisor.com too.
I hope that your email will be directed to the correct party. I know that you must have sent this email via a link on Starwood Hotels and Resorts. It is a form that you fill out with comments. I did that when I had a question about my membership card and someone responded promptly and then did a follow-up.
So I'm sure your email will be addressed.
If it will console you a little, this hotel doesn't get glowing comments from other guests on tripadvisor.com. It appears that the hotel is lacking in excellent customer service and maintenance as well as spotty housekeeping services.
That's very bad because this property is supposedly a deluxe type. It's not fair also as the rates are not cheap.
Certainly Starwood needs to know about your bad experience so that necessary changes can be made with the management. Maybe the corp. doesn't know about the other comments that are on tripadvisor.com too.
Apr 28th, 2004, 10:45 PM
#5
Join Date: Mar 2004
Posts: 386
Likes: 0
Received 0 Likes
on
0 Posts
Sorry to hear about your experience in Venice but glad things turned out better in Rome and Florence.
I must say I found the service in Venice to be less courteous and more abrupt across the board than either of the other two cities you mentioned.
An anecdote: I was directed by my hotel to ask the concierge of The Europa/Regina where I could get the boat launch to their sister hotel on Lido island. I went in the lobby and politely asked a very dour looking man from which dock the boat would depart. He very impatiently waved me back out the door with his hand saying only "Zacazina". I felt as if he was saying "Abracabra" and trying to make me disappear so I did and went out to look around a bit. Not finding a sign with "Zacazina" on it, I ventured back in to the concierge and told him I needed more clarification. He angrily sputtered, "Go to the sign that says THE CASINO." It was right outside the door. LOL! He was so pompous that I actually got a chuckle out of it.
Well, that's my little story. I agree with rhkkmk. Send a letter to the corporate office and the hotel. Most corporations will give you something for your inconvenience, as they should. The hotel management may think everything's fine and dandy - they work there.
It wasn't first class treatment for what was supposed to be a luxury hotel. Please write a review on tripadvisor too, you may spare someone else.
Good luck
kakalena
I must say I found the service in Venice to be less courteous and more abrupt across the board than either of the other two cities you mentioned.
An anecdote: I was directed by my hotel to ask the concierge of The Europa/Regina where I could get the boat launch to their sister hotel on Lido island. I went in the lobby and politely asked a very dour looking man from which dock the boat would depart. He very impatiently waved me back out the door with his hand saying only "Zacazina". I felt as if he was saying "Abracabra" and trying to make me disappear so I did and went out to look around a bit. Not finding a sign with "Zacazina" on it, I ventured back in to the concierge and told him I needed more clarification. He angrily sputtered, "Go to the sign that says THE CASINO." It was right outside the door. LOL! He was so pompous that I actually got a chuckle out of it.
Well, that's my little story. I agree with rhkkmk. Send a letter to the corporate office and the hotel. Most corporations will give you something for your inconvenience, as they should. The hotel management may think everything's fine and dandy - they work there.
It wasn't first class treatment for what was supposed to be a luxury hotel. Please write a review on tripadvisor too, you may spare someone else.
Good luck
kakalena
Apr 29th, 2004, 05:08 AM
#7
Join Date: Jan 2003
Posts: 8,637
Likes: 0
Received 0 Likes
on
0 Posts
Hi
It has been my experience,and have seen it recommended by others, than when writing a complaint letter one should end by stating what result you are looking for. If all you want is a possibly lame apology, that's fine, but if you would feel better about your experience if they credited you for a night's stay, offered a voucher for a return visit, or something else monetary, then you should ask for it.
If you simply want to vent, that's fine too.
It has been my experience,and have seen it recommended by others, than when writing a complaint letter one should end by stating what result you are looking for. If all you want is a possibly lame apology, that's fine, but if you would feel better about your experience if they credited you for a night's stay, offered a voucher for a return visit, or something else monetary, then you should ask for it.
If you simply want to vent, that's fine too.
Apr 29th, 2004, 05:10 AM
#8
Join Date: Jan 2003
Posts: 8,637
Likes: 0
Received 0 Likes
on
0 Posts
PS
In the past few years I have sometimes included in my complaint letters or praise letters with something to the effect that I am active on travel message boards on the internet and will
be sharing my comments with other travelers.
In the past few years I have sometimes included in my complaint letters or praise letters with something to the effect that I am active on travel message boards on the internet and will
be sharing my comments with other travelers.
Apr 29th, 2004, 06:05 AM
#9
Join Date: Jan 2004
Posts: 250
Likes: 0
Received 0 Likes
on
0 Posts
Sorry to hear that the Europa&Regina was such a disappointment to you, such a shame that you had a bad experience on your honeymoon.
My wife and I stayed at the E&R a couple of years back, and had a similar concierge "attitude" experience there. I chalked it up to Venetian attitude, made my own reservations, and saved the gratuity. But I must say, I thought the hotel was lovely, and I have recommended it a number of times
My wife and I stayed at the E&R a couple of years back, and had a similar concierge "attitude" experience there. I chalked it up to Venetian attitude, made my own reservations, and saved the gratuity. But I must say, I thought the hotel was lovely, and I have recommended it a number of times
Apr 29th, 2004, 10:38 AM
#11
Join Date: Nov 2003
Posts: 37
Likes: 0
Received 0 Likes
on
0 Posts
We have just returned from there. We found the hotel itself splendid and our twin-balcony room overlooking the Salute and the Grand Canal was unbeatable. The praise ends here.
From our arrival by water taxi in the pouring rain, which was observed by the distant concierge who saw me lugging two heavy suitcases into the lobby, to our departure six days later, I found the staff unhelpful, offhand and/or aloof.
In the end, I ignored them the same way they ignored me.
This was particularly hard to understand as we had just come from the Grand Hotel, Florence where the staff simply couldnt have been more friendly and helpful - a wonderful experience.
Very mystifying why the Europa staff feel they are so special but this appears to be a very common complaint about this otherwise lovely hotel - and one I endorse.
From our arrival by water taxi in the pouring rain, which was observed by the distant concierge who saw me lugging two heavy suitcases into the lobby, to our departure six days later, I found the staff unhelpful, offhand and/or aloof.
In the end, I ignored them the same way they ignored me.
This was particularly hard to understand as we had just come from the Grand Hotel, Florence where the staff simply couldnt have been more friendly and helpful - a wonderful experience.
Very mystifying why the Europa staff feel they are so special but this appears to be a very common complaint about this otherwise lovely hotel - and one I endorse.
Apr 29th, 2004, 11:09 AM
#12
Join Date: Jan 2003
Posts: 16,715
Likes: 0
Received 0 Likes
on
0 Posts
First, congratulations on your recent marriage. Glad to hear the rest of your trip went well. Hopefully you were able to enjoy something of Venice despite the hotel. Good of you to post about this experience. As others have suggested, you might take the time to post your experience also on tripadvisor.com and here in Rants & Raves on Fodors for those who might not read this message board.
I'm not sure if this was bait & switch or just genuine incompetence & loss of the reservation. If your written confirmation included a class or type of room & agreed price that<i>they</i> couldn't deliver, they should have upgraded you at no extra charge. That is the minimum I would request-a refund of the upgrade amount. Meantime, one of the things people rave about at this hotel is the bar/resaurant with the view. Did you go? Is it great?
I'm not sure if this was bait & switch or just genuine incompetence & loss of the reservation. If your written confirmation included a class or type of room & agreed price that<i>they</i> couldn't deliver, they should have upgraded you at no extra charge. That is the minimum I would request-a refund of the upgrade amount. Meantime, one of the things people rave about at this hotel is the bar/resaurant with the view. Did you go? Is it great?
Apr 29th, 2004, 06:00 PM
#13
Join Date: Feb 2003
Posts: 149
Likes: 0
Received 0 Likes
on
0 Posts
Sorry to hear about your experience there. We stayed at the Hotel Danieli (which is another ***** Starwood property) and had GREAT service from the concierge. It's strange for there to be such different levels of service from what are essentially, sister hotels.
