We had a bad impression of this hotel from the very start, since it was fronted by what appeared to be an unsmiling, young, black-haired, female robot, who informed us perfunctorily that our room wouldn´t be ready until half one, despite twelve being the check-in time. Since it wasn´t yet 10 (we'd travelled overnight), we had little choice but to leave our luggage there and go out into the streets, despite our tiredness. It was clear right away that the location was great as we were only seconds away from Venice´s epicenter, San Marco´s square. Unfortunately, it´s also the most expensive part.
My wife's sleep that night was disturbed by a loud, drilling noise, which turned out to be the glass light vibrating violently against the roof. (It took us a while to actually figure out what was actually causing the noise.) We complained at 7 to the night porter, but he said we´d have to wait until his boss arrived. The robot was on station again at 8 and broke records in terms of bad customer service. She smiled disbelievingly, even when we explained that it wasn't noise from other guests, but from within the room itself, and thus the responsibility of the hotel. Her unprofessionalism and lack of interest was incredible. She made no attempt to solve the problem, other than suggest that the cleaner have a look at it, and refused to believe that it was actually the glass vibrating against the roof, either by means of a draft or pipes running through the ceiling, until I insisted she come and witness it for herself. Even then, she made no attempt to solve the problem.
I fixed it myself by jamming tissue paper between the glass and the ceiling, but the receptionist made no further inquiries, nor did she make any serious attempt to change the room when we first complained. She also said the manager was not in yet, and that she didn't know when he/she would be in - a standard brush-off in the service industry, which we are familiar with from having worked in it. Of course, if her manner had been more serviceable, we wouldn't have been so annoyed, but overall her attitude spoiled what would have otherwise been quite an acceptable hotel. I should add the other staff, including the night porter were nice.
By the way, the hotel has a bizarre policy of not allowing you leave the hotel with the key. Also the showers are badly designed, with the glass doors not fully sealing the shower area, inevitably resulting in water spilling all over the bathroom area.
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- Also Known As:
- Antigo Trovatore Hotel