When I arrived in this hotel they told me that my room was outside in a dependance near there; I was a little bit surprised because my reservation was absolutely clear "Hotel Bella Venezia", nevertheless I was silent and followed the porter into this other room. In effect this room, that they presented me as a dependance, was the room of another hotel called "La Scala", the room was claustrophobic, without any night-tables nor mirrors in our room, you can't walk properly in our room because the bed occupied all the space and you had to walk back flanked the wall because there wasn't enough space; the bathroom was dirty and the shower broken, our room was near the lift so it was really noisy...
I went to the reception explaining my complaints and they answered me that the responibility was of the website on which I had my reservation....I phoned the website on which I booked this hotel and they gave me confirmation that my reservation was for Hotel Bella Venezia and not for this external room that in effect is another hotel without any star I think!!!!
It was really a bad experience and I felt sad mostly about their lack of honesty: they gave me wrong and false explanation, I could rebut because me too I work in a reception so I know how portals' reservations are managed...
Make sure that you are placed in Hotel Bella Venezia and not in external rooms which are part of ano...
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Dear Mrs Ambrosino & Mr Virto,
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we are really sorry to read this misleading review, usually also if negative we are happy to read the reviews of our customers because they help us to improve the quality of our hospitality, unfortunately your review, in our opinion, is not correct.
We just report here the exact words of the web-site where you made the reservation: "This is an economy room located in another building, Palazzo La Scala a Luxury Guesthouse, (next to the main building) and rooms can be small." Do you think that is not clear?????
We don't think is necessary to add anything...only that maybe from a person that make our job, like you wrote, some more reasonable and moderate opinion is expected...why did you mention the price you paid? and also on your check-out our Assistant Manager expressed you very kindly all our regret for your negative opinion in the same time illustrating you step by step your reservation and our fairness.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.