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.
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- Also Known As:
- Palazzina g Hotel Venice