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“One of the worst hotel stays of my life - broken room, condescending staff, misrepresentation”
Review of Palazzina

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Ranked #153 of 387 Hotels in Venice
Certificate of Excellence
Reviewed 18 November 2017

If I could give this hotel a zero I would. It had been a dream of mine to visit Venice for many many years. I used 70,000 SPG points for two nights to make it special.

The room: lights turned on all after being turned off at bedtime over and over again until the staff rebooted the system. The door keys never worked and every time we entered the hotel we had to go down for assistance. The toilet wouldn't flush and when I complained the staff smirked as if this was funny to them. The in room sound system only worked in the bathroom.

The hotel advertised outdoor space overlooking the Grand Canal. day one it was closed we told because of light rain but someone would let us up there the next day. The next day someone else told us it was closed for the season. The printed materials in the room and the website both said it would be open.

A slip was left in the room to order breakfast with no prices listed. When I asked if breakfast was included we were told "No sir you are excluded." No "I'm sorry for the misunderstanding." The next day the same slip to order a free breakfast was left in our room again which is a strange mistake for a small boutique hotel claiming to be five stars to write.

The staff was condescending and questioned each time we complained about the room keys or the lights "are you sure you're doing it correctly." It was unreal.

Perhaps as we used SPG points they felt it was okay to treat us with disdain but that's not what a good hotel does. It's not what good people do to other people.

I lodged a complaint with Starwood and the manager closed the complaint with no compensation without my notice or input.

I travel as much as 50 nights a year for work and pleasure. I have never ever had an experience as bad as this.

Room Tip: Read the fine print. And don't use SPG points as they will treat you like garbage
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  • Stayed: October 2017, travelled as a couple
    • Value
    • Rooms
    • Service
2  Thank David W
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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9 - 13 of 382 reviews

Reviewed 28 October 2017 via mobile

First impression: wow! First night: a nightmare First compliant: professionally handled, but unacceptably slow because receptionist was so shocked when we showed him at 11pm why we couldn’t go to bed, but was unable to get access to house keeping store room to replace the linen
Second impression: not everything that shines is gold. Second night: quiet, comfortable and friendly staff.
Conclusion: never again because not only linen was inacceptably dirty and complaint handling by far too slow: the management / owner reaction showed a serious lack of professionality and the room rates are significantly too high and rooms very small

Stayed: October 2017, travelled as a couple
1  Thank Roman R
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 16 October 2017

the hotel is very modern and beautiful. but is a little bit far from the center. the Breakfast is superbe. Staff very helpful. Close do Palazzina Grassi museum, where you have to go.
the prices are expensive, but according the hotel.

Room Tip: the rooms are not very big, try to get one.
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  • Stayed: September 2017, travelled with friends
    • Rooms
    • Cleanliness
    • Service
Thank gloria a
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 11 October 2017

We stayed at Palazzina G for four nights last week and had a wonderful experience!

We were collected by beautiful water taxi at the airport and arrived right on the hotel door step to a very warm welcome, including drinks.

the location of the hotel is superb, right on the Grand Canal and next door to the Palazzina Grassi where the Damien Hirst exhibition is running.

Our room was lovely, we had a standard executive room which was a very good size, very cosy.

The hotel staff were very friendly and the continental breakfast each morning was delicious - the croissants were some of the best i have tasted, freshly baked. The double shot caffe machiatos were excellent!

We also had dinner one night in the hotel which was superb - along with fabulous cocktails. Michael who was our waiter was utterly professional, very friendly and made dinner even more enjoyable.

there was one room issue that needed correcting and this was dealt with swiftly.

i would definitely stay here again and would recommend this great hotel to anyone contemplating Venice.

Good value relative to Aman, Danielli, Gritti etc also.

thanks again.

Martyn & Trudi

  • Stayed: October 2017, travelled as a couple
    • Sleep Quality
    • Cleanliness
    • Service
1  Thank martyn600
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 11 October 2017

Wrong choice for this Hotel, firstly we took the private water taxi from train station to Hotel, arrived the back tower of the Hotel and wait a long time for someone open the back door.

Secondly, the room is so small with the overpriced room rate, bad smell from outside and the lighting system was horrible that suddenly all light switch on at midnight. And you can't control your own room temperature (need to call room service to control) but still hot after called.

Totally, I can't believed this Hotel is one of Starwood group, it would the worst one of this group.

  • Stayed: June 2017, travelled as a couple
    • Value
    • Location
    • Service
Thank Amypun
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Additional Information about Palazzina

Address: Ramo Grassi | Sestiere San Marco 3247, 30124 Venice, Italy (Formerly Palazzina Grassi)
Region: Italy > Veneto > Province of Venice > City of Venice > Venice > San Marco
Bar / Lounge Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Suites Wheelchair access
Hotel Style:
#78 Luxury Hotel in Venice
#127 Romantic Hotel in Venice
Price Range: $537 - $1,157 (Based on Average Rates for a Standard Room)
Hotel Class:5 star — Palazzina 5*
Number of rooms: 26
Reservation Options:
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Also Known As:
Palazzina g Hotel Venice

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