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“Worst customer service ever!” 1 of 5 stars
Review of Casa Sant'Andrea

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Casa Sant'Andrea
2.0 of 5 Hotel   |   Santa Croce 495/b, 30135 Venice, Italy (Santa Croce)   |  
Hotel amenities
Ranked #213 of 384 Hotels in Venice
London
Senior Reviewer
7 reviews 7 reviews
4 hotel reviews
Reviews in 7 cities Reviews in 7 cities
11 helpful votes 11 helpful votes
“Worst customer service ever!”
1 of 5 stars Reviewed October 9, 2012

Booked this hotel for pre and post cruise stay for its location, we were expecting basic no frills and that is fine. However on arrival at 5pm we were told that our booked and paid for twin room, as stated on our confirmation paperwork was unavailable and my friend and I would have to share the tiniest double bed imaginable. Seriously the room was so small that we had to put our luggage in the bathroom!

On questioning this with the front desk attendant, Kamal, we were told "it is not my problem". When we asked if perhaps we could move rooms or have another room a little larger that might accomodate a rollaway bed there was no attempt to resolve the situation. At no time were we offered an apology of any kind and we were just told to take it up with the booking agent in the UK. The beds were probably the most uncomfortable I have ever slept on - I think they must be the original ones from when it was a monastery!!!

yes the location is convenient and the hotel overall is clean but at all times the front desk staff treated us as if we were an inconvenience - even asking for the lift to be called for us to use to bring the luggage upstairs was met by raised eyebrows and a huff.

As we had booked and paid for the hotel in advance we had no alternative but to return for the one night post cruise and were shocked when we were actually greeted with a smile and a good morning by the very nice Indian man on duty that day.

Room Tip: 209 is really a small single room - 204 a little larger - although we were told it was a quiet room...
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  • Stayed October 2012, traveled with friends
    • 1 of 5 stars Value
    • 3 of 5 stars Location
    • 1 of 5 stars Sleep Quality
    • 1 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 1 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Di F, Responsabile reception at Casa Sant'Andrea, responded to this review, November 21, 2012
Dear Customer,
I apoligize for the trouble.
We received your reservation of a double-bed room from a Travel Agency, who did not mention your wish for a twin room. Unfortunately when you checked-in there were no twin room available, and even the next day.
The room you had is a normal double room with private bathroom, with a double bed enough for two people, so we have honored the reservation.
The fault was made by the Travel Agency, so you must complain the matter to them.
We did not apoligize because you did not allow us, shouting and threatening to write a bad review to TripAdvisor (and you did it). Certainly not a good behavior on the part of a customer.
Best regards
Diego
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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332 reviews from our community

Traveler rating
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Rating summary
  • Location
    4 of 5 stars
  • Sleep Quality
    4 of 5 stars
  • Rooms
    3.5 of 5 stars
  • Service
    3.5 of 5 stars
  • Value
    4 of 5 stars
  • Cleanliness
    4.5 of 5 stars
Traveler tips help you choose the right room.   Room tips (39)
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English first
Edmonton
Senior Contributor
49 reviews 49 reviews
49 hotel reviews
Reviews in 46 cities Reviews in 46 cities
43 helpful votes 43 helpful votes
3 of 5 stars Reviewed October 6, 2012

We found the hotel a very convenient location arriving from the rail station, getting on the vaporetto and leaving on the bus to the airport. It is a basic 2 star pension, no phone, no TV and basic breakfast. It`s OK for a short stay.

  • Stayed September 2012, traveled as a couple
    • 3 of 5 stars Value
    • 4 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 3 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
2 reviews
Reviews in 2 cities Reviews in 2 cities
2 helpful votes 2 helpful votes
4 of 5 stars Reviewed October 3, 2012 via mobile

This hotel meets all the basic needs of a pre cruise hotel. A good location close to people mover, clean and very reasonable. Staff seemed to be much better on weekday than weekend but both were helpful and polite. Over all this hotel is a good value and as Venice can be difficult to get around with multiple pieces of luggage prior to cruise the location is perfect, if you do not expect 4 star hotel you will be very pleased with this property.

Stayed September 2012
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Brisbane, Australia
Contributor
11 reviews 11 reviews
Reviews in 5 cities Reviews in 5 cities
2 helpful votes 2 helpful votes
4 of 5 stars Reviewed September 26, 2012

We enjoyed staying at this quaint hotel. We arrived quite late a night and found the hotel without much trying. The desk is open 24 hours so getting into our room was not a problem. This hotel has lots of steps and an interesting system that involves a little elevator that is used to move the bags up and down. Worked quite well until more than one lot of people were checking out at the same time and it got jammed. We loved the location - close to the people mover and the main ferry terminal at Pizzale Rome. Rooms are spacious, a little spartan but serviceable. The bed was a tad hard but that seems to the hotel standard the world over, more choice in pillows would have been nice but we were so tired these little things did not matter much. For an overnight stay before we boarded our cruise ship, it worked a treat. They were happy to keep our bags while went for a walk after checking out.

  • Stayed August 2012, traveled with family
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 4 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Singapore, Singapore
2 reviews
Reviews in 2 cities Reviews in 2 cities
1 helpful vote 1 helpful vote
1 of 5 stars Reviewed September 26, 2012

Without a doubt, the rudest people work in Casa Sant' Andrea. None of their staff were helpful, they were rude and simply cannot be bothered with us. When we asked one of the staff where's good to dine at, he rudely told us "You can walk right? Just walk". We are totally disgusted by their service attitude.
While the rooms were spacious, it were rather dark and creepy. The lights in the corridor were hardly turned on. Every corner we walked, we need to turn the lights on. The whole place felt like a maze, a dark maze.
If you are in for a scare, please stay here. Otherwise, re-consider!
The best thing for us, we only stayed for 1 night.

  • Stayed September 2012, traveled as a couple
    • 2 of 5 stars Value
    • 3 of 5 stars Location
    • 1 of 5 stars Sleep Quality
    • 1 of 5 stars Rooms
    • 2 of 5 stars Cleanliness
    • 1 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Tees Valley
Contributor
16 reviews 16 reviews
13 hotel reviews
Reviews in 14 cities Reviews in 14 cities
34 helpful votes 34 helpful votes
3 of 5 stars Reviewed September 24, 2012

This is a convenient basic hotel for cruisers just a 200mts from Pallazo Roma where you arrive from the Airport and then hop on the People Mover (1euro) which will take you to your ship.
The hotel is clean with spacious quiet room and adequate bathroom facilities.
Staff are helpful and friendly.
We stayed here post cruise and left before breakfast time for early flight and were provided with a breakfast bag.
.

Room Tip: Turn right on exiting the hotel walk through underroad tunnel 250 mts and find the Venice CooP where...
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  • Stayed September 2012, traveled as a couple
    • 3 of 5 stars Value
    • 4 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 4 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Canberra, Australia
Senior Reviewer
6 reviews 6 reviews
6 hotel reviews
Reviews in 5 cities Reviews in 5 cities
2 helpful votes 2 helpful votes
4 of 5 stars Reviewed September 22, 2012

Neat tidy hotel, is apparently an old monastery which seem about right as it has a dark atmosphere butnthatnis part of the charm.

If you train in then catch the water bus to Ple Roma and then head right for a couple hundred metered, under a bridge and you will see it on your left.

Staff are nice, they are fairly typical Italian though some see this as rude or non friendly but you need to respect their culture is not the same as yours.

No TV so if you go on holiday to sit in your room and watch TV then don't stay here.

  • Stayed September 2012, traveled with family
    • 5 of 5 stars Value
    • 4 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 4 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Additional Information about Casa Sant'Andrea

Address: Santa Croce 495/b, 30135 Venice, Italy
Location: Italy > Veneto > Province of Venice > City of Venice > Venice > Santa Croce
Amenities:
Free Breakfast Free High Speed Internet ( WiFi ) Pets Allowed ( Dog / Pet Friendly )
Hotel Style:
#30 Best Value Hotel in Venice
Price Range (Based on Average Rates): $
Hotel Class:2 star — Casa Sant'Andrea 2*
Number of rooms: 29
Official Description (provided by the hotel):
"Casa Sant'Andrea" is a former monastery built in the 16th century and modified in the 18th century, that has recently been beautifully renovated to become a typical Venetian Palace. Overlooking the S. Chiara canal, “Casa Sant'Andrea” offers the unique combination of a relaxing Venetian atmosphere and the convenience of being only a few minutes away from the Venice airport (by bus), the railway station (walking), and main roads. Designed to offer accommodation to business parties and groups as well as private families, it offers elegant interiors and light and spacious rooms, with or without bathroom, decorated in a modern and comfortable style. ... more   less 
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Also Known As:
Casa Sant`Andrea Hotel Venice
Casa Sant Andrea Venice

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