This hotel is an oasis from the crowds of Venice. Excellent staff, particular mention to the concierge staff who are very friendly and helpful, Alex R in particular. Pool is beautiful and relaxing and again staff there were great. The only thing that lets it down and makes it a 4 rather than a 5 is the food offering. The breakfast is served in a beautiful courtyard but the offering is only OK for a 5 star. It is a hot and cold Buffett. At a minimum I would expect an eggs/omelette station and maybe should be menu options in a 5 star. Also food for main Italian restaurant is poor. Saying that Venice is 10mins away by free transfer, so can relax by the pool for the day and then head to Venice for dinner. How bad!
The best place to stay in Venice if you want to avoid the masses in Venice. You are at St Marks place within 20 minutes by a perfect boatrip (complementary). Luxury hotel with perfect servcie at a reasonable price! Nice rooms, nice sleep, nice breakfast. What more can you exspect!
I stayed in this hotel for 3 nights as part of holiday which included a 7 night cruise afterwards all booked through IMAGINE CRUISE. On the first night we arrived at the hotel by water taxi with 8 other guests it was midnight and when we docked at the hotel there was no one to meet us as to help us off the boat with luggage etc and it was also very dark. One of the other guests on the boat helped the boat driver to off load luggage and then my wife left the boat and then i followed but being very dark i lost my footing and slid partly in the water but also causing severe injuries to my legs and arm . We proceeded to reception and my wife asked for the first aid kit and it consisted of about 4 small plasters and some tape absolutely inadequate but with luck there was a guest at the reception who was a doctor and had a first aid kit in is room and he went and brought to me and worked for about 2 hrs dressing my injuries. The next i asked to speak to the manager who met me and when i explained what had happened he said he had seen it on cctv and there was someone to meet us and it was well lit and when i asked to see the cctv he replied i couldn’t because it was against italian law. I have 4 independent witnesses to what happened and when i got in touch with imagin cruise who i booked the holiday with i have been astounded by them not getting in touch with the witnesses and just believe what the hotel are saying which is a pack of lies and i find there lack of support really disappointing. I paid several thousands of pounds for this holiday and imagine respone is to offer me 2 bottles of wine and then a few days later £180 pounds to pay my medical bill on the ship for the dressing of my wounds in which i refused as i took it as a insult. Lastly i would recommend anyone thinking of booking with Imagin cruise think again as if things go wrong they are no help whatsoever. mr john mcdonald…
The island is so calm and just beautiful, everything is groomed, refined and seems just perfect. It is the perfect place to relax and have a good time offside the bustle of Venice. You can go to San Marco by boat in just 10 minutes, but you will not want to leave the island. There are many apprentices in the staff, but this is an advantage. They are very motivated and want to do everything as perfect as the professionals. The food is excellent, breakfast buffet is so rich and high quality. There is nothing missing anywhere. And if you find something missing, tell the staff. They will get it for you. I also know Cipriani, but Kempinski San Clemente is superior in almost any category. To say it simple: Cirpiani is just an excellent hotel, San Clemete is just paradise.
Simply amazing…the service was impeccable. reception, concierge, boat driver, servers. Noemi in reception was so accommodating and friendly. We had a late night flight and was able to do a late checkout and enjoy the pool and spa until our departure.
Never again in a hotel that is able to cancel individual reservations just for the profit of taking whatever a private event it is and let you know on short notice when all your plans are done months ago....and your money taken in advance ! Mr Applebaum is a manager which is only driven by money and not by Customer Service.... the way this hotel is managed is just a shame for accommodation business in Venice. They just canceled your reservation and leave you in s*** and they don't even answer the phone. Being five star hôtel is not all about decor, it is also about customer service and this hotel could not care less about his customers and is just interested in money. Stay away from it if you don't want to be disappointed, this is my advice as an experienced traveller. Worst experience with a hotel to date !…
Beware staff are actual thieves that will steal from you. Do not go there the service is terrible. Everything is overpriced and slow. stadf are rude. spa is nothing special just a plqin room no pool sauna never works. But worst of all they steal from you your designer bags or money left in the room.. first time i see this in a 5 star and a kempinsky none the less ! Definatlu not up to level ! The manager is no where to be seeen in 2 weeks !!! And staff cover for each other no one apologies for the stuff the steal ! Not even a drink theg offer they are so cheap and unprofesional they are actually rude and wont let you speak to manager who obvisouly doesnt carr about his clients. Stay away !!!
Service is one big drama. I do not recomend. Waiting for food at restaurant and for any help takes hours. To order a drink which cost alot in such a hotel take like 20 minutes. At such a hotel we thought it will be perfect. It is not even one star service . Even if u ask for manager he/she will not come . Seriously it is very sad because place is really good looking.
Customer service is horrible. Its a disaster!!! It’s not just one random staff. It was consistently horrible throughout the whole stay. These people should not be allowed to assist guests. We had issues every single day and we witnessed other guests going through similar issues. Examples: - room was different than advertised and they didn’t care - restaurant staff would make you wait 30 min to take your order - they would forget about your order multiple times so you would have to remind them over and over again - they would not be helpful to simply assist you and rather avoid you (guest is a problem kind of attitude) - staff at the restaurant wouldn’t know how to open a wine (this was actually funny) - food is overpriced for what it is (a burger which tastes like crap for 50Euro) - upon check-in I gave them my credit card but clearly asked not to charge it for the expenses as I will settle the final bill with a debit card. The front desk person said sure, no problem. Guess what, they charged that credit card so right now they charged me twice and I’m waiting for a refund - breakfast is mediocre for a 5* hotel and if you try to ask staff for a glass of champagne at 11:02 which they serve at breakfast (breakfast is until 11 on weekends) you will hear a big NO in a way you feel like they absolutely don’t care. - we ordered drinks in the garden but they were not coming so I went to the bar and said ‘I’ll just wait here for our drinks. Otherwise we won’t ever get them.’. Response from the bartender : ‘Probably’ And I could go on and on with more examples. These people are so incompetent that it’s hard to find words to describe our experience. Never ever in my life I’ve seen something like that. I’m going to contact my bank and do a chargeback as the whole stay including the room was not what we paid for.…
The hotel is at a wonderful location and most of the staff are very kind. The hotel itself is beautiful but this is where it stops we arrived at after 12am at reception and thats all they wanted was for me to pay my bill no consideration given that the airline had lost our luggage and we had been travelling 10 hours by the time we got to the hotel. Told concierge at hotel re our lost luggage and there was no record of our visits to him and no help from hotel Food was expensive for what it was as were the drinks and to top it all the pool outside was freezing cold the coldest pool I have ever been in. Staff were slow serving and in general there was no organisation