Let me qualify my review first, by saying that I have traveled extensively for years internationally and we have a home in the US and in Europe, so we are not first timers, staying in Euro hotels, nor am I just an angry, demanding customer. Our reservation was for 150.00 us dollars per night for two nights in May. For that cost, our room was on the ground floor right next to the reception desk. And for that, the room had a small window near the ceiling, which faced out to a wall I think, though I could not really see out the window it was so high and a room and bathroom which smelled of mold and sewer. Okay, for $50.00 per night, my expectations would have been much lower and my disappointment in the room, minimal. I still would not have stayed in the room.
On the Hotel’s website, there are some nice looking photos. Our room looked nothing like them though, except that there was a bed and a sink, for sure.
So when we finally found the hotel that afternoon, sloshing our way around the flooded streets, the very famous Henry, who in my opinion is nothing but a hustler, shoved a printed copy of my email, confirming our reservation and ordered me to sign it. At the time, I was thinking, this is strange…no standard hotel receipt, and or contract?? But I signed. Should have seen the room first. Once in the room, I looked at my wife who had the biggest “deer in the headlights look” I’ve ever seen and then let me know that there was no way we were going to sleep in this room or step foot in the bathroom. So when we told henry that we could not stay in this room he became angry and said that he would charge our card anyway for the room, because we agreed to the charges in that email. It apparently did not matter that we were not happy with the room. He could have offered us another room, perhaps, or some accommodation, but no…instead he yelled and threatened us. A young American was sitting in the one chair in the reception, on his computer, apparently because the advertised free internet only works in the lobby, started joking and laughing with us as we were walking out of the hotel, about the rooms…Henry then started yelling at him too, that he was not to speak to the customers and that he should be quite. Amazing! We ended up staying in another hotel right on the Grand Canal for $170 U.S., which was very nice, had wireless internet in the room and the rate included a big continental breakfast.
When we arrived home to the US, we noticed that hotel Henry charged us indeed for the room we never stayed in. I wrote to the hotel owner about our experience, giving them a chance to make things right, and this is the response I was given:
“dear customer to inform you that we have passed to our legal practice as defamation and offenses are a crime in Italy.
also wish to inform you that our rooms meet the standard of square footage required in a city like Venice as well as windows.
for the rest of the day to inform you that high water was exceptional given the period.
know how to live it is only a matter of intelligence and understanding to the unexpected time for us inhabitants.
henry hotel Venzia
So because I was unhappy with their hotel and told them I would be posting negative reviews, they threatened me with defamation as being a crime in Italy?? This must be some kind of record for the worst customer service, ever. Again, she could have offered apologies or some kind of reconciliation and I probably would have been fine. But of course, no.
Moral of this story – They don’t care about happy customers, especially when they are just tourists who will only be there once and never see them again. As long as they get their money.
It is curious to me that a number of reviewers give this hotel 4 stars, yet complain about similar issues – the moldy smell, the small worn out rooms, the sketchy service, etc. My recommendation is that, if you pay $50.00 per night, this place could be okay, otherwise, run away from it as fast as you can. I also suggest Ms. Manola pay more attention to customer service. And Rick Steves needs to revisit his hotel lists every once in a while.
If you are really going to stay her, I only saw the one room, and based on that and other's comm...
See more room tips
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.