Museo Fortuny — Attraction in Venice

Dear Museo Fortuny Team, I am writing to formally raise a complaint regarding my recent visit to Museo Fortuny on Saturday, September 14th. I had initially visited your museum with great anticipation after purchasing a beautiful shawl from the Fortuny store, eager to learn more about the history and craftsmanship behind it. Unfortunately, my experience left me disappointed and confused due to the conduct of one of your staff members.

The museum itself is truly impressive, and I appreciated the thoughtful collection that showcases the artistic legacy of the Fortuny family. The atmospheric setting, with its dim lighting and carefully curated artifacts and fabrics, was a unique and fitting tribute to Fortuny’s work. My father, who is 65 years old and not a professional photographer, accompanied me and took a few photos for me on the first floor. We then moved to the balcony, where the lighting was better, to take a few more pictures.

Shortly after, a female staff member with short hair approached us, reminding us to proceed upstairs. I did not realize there was an issue at this point and mentioned that I intended to revisit some rooms on the first floor to take a few more photos. At that time, the staff member informed me that videos were not allowed. I was confused as I had not taken any videos, nor did I intend to, and there were no visible signs indicating this restriction. After continuing our tour upstairs, we returned to the first floor, where I felt the same staff member was watching us closely, which made me uncomfortable. As we prepared to wrap up our visit, I stepped onto the balcony to take a final few photos. The same female staff member approached me and said, "This is your last picture." I was shocked by this statement and asked her whether photos were allowed in the museum. She confirmed that they were but told me I had taken "too many pictures" and explained that for professional photography, I would need to get permission from the manager. I found this very confusing for several reasons: I was using an iPhone with no flash and certainly no professional camera. My father, not a professional photographer, was simply taking a few pictures of me during our visit. There were no visible signs in the museum that prohibited videos or indicated a limit on the number of photos one could take. The only sign I observed was "no touching." This interaction occurred on the balcony, outside the museum’s main exhibition area.

The staff member seemed to struggle with explaining the policy in English and eventually left without providing any further clarification. Feeling uncomfortable and disappointed, we left the museum. On our way out, I checked with the staff at reception, and they told me, "When you take too many pictures, her line manager ( the female staff on 1st floor )doesn’t like it." I have several concerns regarding this experience: Museo Fortuny is a globally recognized institution, and I would expect clear organizational policies to be in place, not subjective actions based on a staff member's personal preferences. If there is a limit on the number of photos allowed or restrictions on professional photography, these guidelines should be clearly communicated to visitors with visible signage or other official documentation. After checking your recent reviews on Google, I found 25 out of 100 reviews from the last four months that included photos or videos. Some reviewers posted up to 45 or more photos, and I did not see any public reminder or indication from the museum’s owner account addressing any issue regarding "too many photos" or videos. In light of this, I feel that the staff’s actions during my visit were inconsistent, unprofessional, and not supported by any clear museum policy. I am concerned that such inconsistent and poorly communicated policies could affect the museum’s long-term reputation. I would appreciate a response to this formal complaint and look forward to hearing how you plan to address...

I am writing to formally raise a concern regarding my recent visit to Museo Fortuny on Saturday, September 14, 2024. As a long-time admirer of Fortuny's work, I was thrilled to visit the museum with my father, especially after purchasing a Fortuny shawl, as I wanted to experience the very space that inspired such artistry. However, our experience was marred by the unprofessional and, frankly, rude behavior of the staff on the 1st floor.

During our visit, the staff member in question made several unfounded accusations. She presumed that my father was a “professional photographer” and accused us of taking an excessive number of photos. It’s important to clarify that we were merely using our iPhones, not any professional equipment. Additionally, she repeatedly warned us that videos were not allowed, although we had no intention of taking videos. This interaction made us feel as though we were being unfairly targeted and treated with suspicion.

I also noted a lack of clear signage or guidelines regarding photography and videography. While the staff was adamant about these restrictions, I have observed multiple visitors posting extensive photo and video content on Google Reviews without any apparent repercussions. This inconsistency makes it difficult to understand what is truly permitted within the museum and raises questions about selective enforcement of policies. Our visit was intended to be an enjoyable cultural experience, yet we left feeling unwelcome and disappointed. I hope that Museo Fortuny will take steps to ensure all visitors are treated respectfully and that policies are communicated clearly and fairly to avoid future misunderstandings. No visitor should leave a cultural institution feeling singled out or treated...

It is a peculiar paradox that an institution of such curatorial excellence would allow its first point of contact with the public to be marred by behavior more suited to a back alley than to a cultural establishment. The staff at the entrance, both a (female) desk attendant and a (male) guardian, appear to consider visitors not as guests to be welcomed, but as subjects to be ridiculed in absentia. Their whispered commentary, audible enough to betray intent, oscillates between rudeness and disdain.

One is left to wonder: is this lamentable conduct the result of insufficient education, of inadequate remuneration, or of some deeper vocational misplacement? If commuting daily to Venice to face international crowds proves so burdensome, perhaps alternative employment, say, in one of the many eateries that thrive on precisely such encounters, would be more fitting. There, at least, discourtesy can disguise itself as efficiency.

A museum, however, is different. The people at the threshold are not incidental; they are the institution’s face, its first gesture of hospitality, the silent prologue to the works of art within. To entrust such a role to individuals who treat visitors with contempt is not merely regrettable, it is self-defeating. One hopes the administration will eventually recognize that no collection, however distinguished, can fully shine when dimmed by the conduct of those who...