I am extremely disappointed with how I have been treated at this hotel. After a long day of traveling and dealing with multiple flight delays, I finally arrived at the hotel last night. I approached the hotel staff member, greeted him with a smile, and said hi. He didn't bother greeting me and just looked at me, so I told him I was checking in. He immediately responded very rudely, "Name? I can't check you in without a name." I was taken aback by his rudeness. When I asked for his name, he quickly said something like Adriano, but I'm unsure if I got that correctly. I also asked for help with my luggage since I had read reviews online stating that staff members had assisted other customers with their luggage. However, he dismissed me curtly, saying there weren't any porters and he was alone. His entire demeanor was very disrespectful and rude. It wasn't until my boyfriend arrived with our bags that he changed his attitude, starting to say "please" and "thank you." As the rest of my travel party arrived, his behavior became nicer. Perhaps he realized that I wasn't alone and that he didn't want other people to see how he was treating me. I then asked for his name and how to spell it as I planned to speak to a manager about my experience. He became very defensive and combative, asking why I needed his name and what my name was, even though he already had it from the check-in process. I told him that he had been very rude throughout our entire interaction and I wasn't pleased with how he treated me. He kept questioning how he was rude and then yelled that he was very tired. This upset me further, and I told him that we were also extremely tired from traveling all day. Regardless of his fatigue, he does not have the right to treat customers rudely as it is his job to provide service. This has been a terribly unfortunate introduction to Venice. I hope that this man receives some customer service training and does not treat other customers this way. I also wonder if his behavior is reflective of his personality or if there are other underlying issues such as my race that he has a problem with. I have always had excellent experiences in Italy and love the people here. However, this incident has left a bad taste in my mouth, and I would like to see a manager address this situation appropriately.
The room was fairly clean at an initial glance . However I did find hair and stains on the pillows.
Last night when he was taking my breakfast reservation, he asked me what time I wanted to come down and I told him 8am. However, this morning, we went to breakfast only to find that he put us down for 8:30am. This put another dent in our plans as we had a tour at 8:30am. The pettiness and rudeness of this man is insane.
This morning, I went to the reception manager and spoke to him about my experience. However, he did not seem to believe me and insisted that Italians are just loud. It's sad that no one wants to take responsibility for their actions. read more