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Amal N

Dirty bedsheets, unprofessional and unfriendly and unhelpful staff

1.0 of 5 bubblesReviewed 3 weeks ago
The staff are very unprofessional (they lie a lot and very unfriendly) and the hotel is not very clean.

We booked 2 rooms, they gave us a connected room one which was handicapped accessible. I asked them to change the room for me and Manuel the guy at the check in reception lied and said that we booked this type of room and he said they don’t have any other rooms available, we insisted and he gave me a room which was a big downgrade from what I booked. After looking at the room I saw the bedsheets were dirty, the night shift staff were there luckily, and they moved me to a room with the same standard that I had booked but the air conditioning was not working and the lady lied and said that this is winter season and they are only putting on the heaters although in the other room we had the air conditioning was on! The man working the night shift did help solve the issue with the air conditioning but the unfriendliness of the staff is unbelievable.

In terms of amenities, they don’t even offer bath robes or shower caps or any such thing not even a hotel slipper! This should be a 2-3 star hotel based on the service and the staff’s approach in dealing with customers, this hotel is a disgrace to the Hilton name. I would neveeeeer book here again NEVER!
Date of stay: November 2024
Room Tip: Book elsewhere, this hotel is terrible !
Trip type: Travelled with family
1.0 of 5 bubblesValue
1.0 of 5 bubblesRooms
2.0 of 5 bubblesLocation
1.0 of 5 bubblesCleanliness
1.0 of 5 bubblesService
2.0 of 5 bubblesSleep Quality
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Reviews (3,755)
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Traveller rating
2,077
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97
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All reviews the bus bus stop right outside the hotel water buses excellent hotel marco polo airport day pass hotel is modern close to the airport minute ride per person grand canal buy tickets takes about minutes public transport hgi venice cruise
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2 - 7 of 3,755 reviews
Reviewed 22 October 2024 via mobile

We were so happy with our stay here. I don’t agree with the bad reviews at all. We are Hilton Diamond members and stay often at hotels. This one was clean, spacious and the service was great. Our room was excellent, very clean and had every amenity we needed. The breakfast buffet was large and delicious, with a variety of European and North American style food and nice coffee machines as well.
It is on the mainland, that is true. But we didn’t have the hassle of trying g to locate a small hotel in an obscure location while managing our luggage through Venice island. Instead we paid €2 for a bus ticket (sold at front desk) and caught the bus directly outside the hotel for a one stop ride to the terminal at Venice. So easy and quick. You get the best of both worlds-a spacious hotel with full restaurant and spa facilities and 10 mins away from all that Venice offers. Highly recommend. Pictures are accurate.

Room tip: The bus is super easy to use, direct lines to airport and Venice island.
Date of stay: September 2024
Trip type: Travelled as a couple
Thank delainiejames
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Reviewed 13 October 2024 via mobile

I booked this hotel for my daughter to stay there . She said the staff was super mean when they saw she had a friend who was there at the same time and the front desk immediately jumped to the conclusion that the friend was staying there and threatened her that they could all get kicked out if they find out more than 2 people would stay in the room as the room capacity is only 2. That is just so uncalled for . This was my daughter’s first trip to Venice and this really ruined her experience. What a shame some people have to use threat to stress hotel policy.

Room tip: Avoid staying here. One it’s far from town and service was horrible .
Date of stay: October 2024
Trip type: Travelled with friends
1  Thank At526
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Reviewed 6 October 2024

Good things: Nice clean new hotel. Big convenient rooms. Nice dark curtains so you can sleep late. Very convenient to Venice and to airport. Taxi to airport$30 (front desk will call it for you). When the hotels’ shuttle works, it’s $20 per room. But it didn't work when we were there. Bus to Venice stops right in front. 5-7 min ride, next stop. $1.50 and you can pay by phone right on the bus. You can pay by phone anywhere and everywhere in Italy, including street markets! 

Bad things:
The spa is weak and you need to pay extra for it. Not worth it. Pool outside is cold and not heated, so for Americans - useless. Breakfast not free, not even coffee. But they do have coffee and 'fake' milk in room.

Room tip: Pool freezing. not heated.
Date of stay: September 2024
  • Trip type: Travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Thank Nat1231
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Reviewed 2 October 2024 via mobile

Location is not bad with bus stop across from hotel and will get you to Venezia and the airport. However, nothing within walking distance of the hotel in terms of restaurants or stores. Our room was not upgraded despite diamond status. It was rather small, but no different than other HGI hotels. Breakfast was just ok.

Date of stay: September 2024
Trip type: Travelled as a couple
Thank ronny256
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Reviewed 16 September 2024 via mobile

While taking a shower, water escaped the shower pan and covered the bathroom floor. Wife called the front desk multiple times and no one picked up the phone. She then called me while I was waiting for her downstairs. I approached the front desk to inform then of the issue and was told maintenance would go to the room and inspect the issue. Wife called me again after 15 minutes because maintenance did not come. I approached the front desk again and was assured maintenance was on the way. This went on 2 more times until someone showed up. My wife explained the issue and maintenance collected the floor snd left. Wife called to let me know so l approached the front desk and was told there was nothing maintenance can do. I asked to be moved to another room and was told there were no more rooms. I then asked for a refund so we could check into another Hilton property and was told the manager was gone for today and to call tomorrow for a refund. I then asked if maintenance could make an effort to make the repair. I then went upstairs to assess the issue. With no other option, I took it upon myself to clear the drain. After disassembling half the drain, maintenance showed back up but this time with tools. He picked up from where I’d left off and removed the other 2 parts of the drain system. We discovered a huge matte of hair and other debris. Now we we had a cleared drain and a horrible odor. Front Desk again did nothing. So wife and I decided after 4 hours to make the best of the last fews hours of the day and visit City Center. The next morning during checkout, I explained the issue to the front desk, advised them to not reserve the room to another guest until they take care of the issue.

Room tip: Hilton Honors Members, unless you have no other option, choose a different Hilton property. I have videos and photos but unable to upload.
Date of stay: September 2024
Trip type: Travelled with family
Thank 903kurtj
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
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