6/10 Good
4 July 2022
Venice masquerade - 4 star pretend 5 star - maybe
Pre arrival communication was good and I notified hotel as to flight time arrival. Kept them informed as to flight delay but on arrival - no water taxi and telephone number given didn’t work. Waited 30-40 mins before it arrived (service costing 120euros for 25 min trip). Arrived at hotel to be told nowhere to go for 3 hours until check in - no spare room (even though hotel obviously unoccupied) and cafe not open (12.30?) so we waited in a lounge corridor. Most 4-5 star hotel would have a better system in place. Very tiring day so tried room service that evening to be told no room service available and perhaps I could phone the restaurant myself and ask for help. No milk in room for tea/coffee so asked for some - again told to phone restaurant myself - restaurant said I could fetch it myself otherwise there was 15 euro charge (for bringing something that should be there anyway?). Next day soiled / improperly cleaned sheets put on bed.
Individual staff very pleasant so maybe there’s a management problem with training or staffing levels. My wife said breakfast and spa staff were helpful and kind.
Jean P, 3-night business trip
Verified Hotels.com guest review