I have mixed feelings about Palazetto Pisani…read more
The good:
On the grand canal. The view of the light dancing on the water at night is positively magical.
Fatima was so courteous and attentive, we felt we were staying with family.
The breakfast was excellent, and Fatima held it late for us since she knew we'd had long nights (we stayed at New Year's).
The caveats:
The decor is a bit past its prime. Which holds its own charms, but the website seems to suggest a better state of affairs. Expect cracks and broken bits in signorina Pisani. She's still beautiful; just not the airbrushed dame from the website photos.
We experienced confusion surrounding our booking. Some of it was most certainly on my part, but even after I had an Italian call to confirm the information I'd culled from several emails, I'd later learn there were miscommunications that'd leave me unsatisfied.
There was confusion about an offered private boat ride (there was no charge, then there was), but the owners weren't on property for the majority of our stay, so we figured that option was out, and we never discovered whether there is in fact an additional fee. It was cold anyway, right? No problem.
The biggest miscommunication, however, surrounded a couple in our party's cancellation (for circumstances beyond their control; more grave than a change of heart). In email and over the phone, it seemed as if the change were no problem. Even after our stay I was assured all was fine. I was overjoyed with the amazing service we'd received. Until a few weeks later, when I was informed the mixup had been uncovered and I'd be billed after all, and that "it was in the policy on the website" (this information from a third party I'd not dealt with during booking or check-in).
Now, I understand that it's legally within the rights of a hotel to charge for cancelled reservations. However, the cancellation policy should be clearly stated. It wasn't mentioned when I made the booking, nor was I able to find the policy on the website when I went back to look for it after our stay (I'm able to find it now, so that's good). More important, I was assured it was ok, both before our arrival and after. If the hotel had been fully booked (it wasn't), or if the policy had been communicated (it wasn't), or if I hadn't been assured there was no problem (I was), I would understand. In fact, the night we checked in, they seemed a little surprised at how many we were; there was no indication they were organized enough to remember the other couple (apparently they didn't realize the other reservations were related because of the different last names given for each room). The worst part, for me, is that the hotel didn't gracefullly accept the mixup and move on, currying goodwill (especially at the goodwill time of year), but chose, instead, to argue over the amount owed. It still upsets me a little, half a year later.
I would recommend Palazetto Pisani - especially if you book a room on the canal. Magical, I tell you. It's unlikely you'll have any of the problems we had. In fact, we may have simply booked too late at the wrong time of year, when everyone was focused on family instead of bringing the hotelier A-game. Just be aware of the cancellation policy, just in case......
