Chose the hotel for its proximity to the station. Perfect for that. Flight of stairs to reception was a surprise initially. Staff started out friendly enough but when things went wrong they failed dismally.
Our room had no hot water which we found out when we wanted to shower after our first night. Went to reception, they said they would ring maintenance and in doing so, came back and said we have a problem with hot water in that room. Yes, I know that. How come you gave us that room when you knew there was a problem? No answer.
They then asked us to go to another room to see if that was better. A slight improvement but it did have hot water. No time for a shower as we had booked things that day. We did find though that the TV did not work. We mentioned this on our way out and when we returned the TV did turn on. Looks like it is fixed. Not so, the remote does not work.
I take the remote to reception and mention that we are not having a good experience. Total disregard by the reception staff and then spends 15 minutes looking for batteries for the remote. I try to explain that things have not been going well and was told not to get upset "it's only batteries". Again I try to explain there has not just been one issue and a second staff member butts in and continues to talk over the top of me. I ask him to let me finish and he just wanders off and does something completely different.
The first guy returns with a second remote and says it works on another TV so it should work in our room. The logic escapes me. The original remote works ( the light comes on) but it doesn't operate the TV. Anyway I take the other remote back and it doesn't work. Back to reception and again say things aren't going well. He then finds 2 more remotes including the original and asks the maintenance guy to take them to the room and try them out.
Sure enough, none of the remotes work. He disconnects the TV and reconnects it and it comes on. Remotes still do nothing. He tries again. Disconnect, reconnect. Now one of the remotes seems to work.
Our day has been overtaken by bad experiences and at no stage was there ever an apology for things that had gone wrong. Instead we were an inconvenience to them. They might be happy that they eventually fixed things but their customer service is woeful.
And as to be expected, I emailed them about the problems and asked for a refund of one night's accommodation. As can be expected from such a terrible staff, no response has been forthcoming. We are an inconvenience. Don't stay there.
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- Also Known As:
- Nazionale Hotel Venice