Hotel Casanova — Hotel in Venice

I'm sorry in advance for this review for the rest of the hotel staff who were professional, but I think our mishap at the Casa Nova hotel is worth sharing. After a delayed flight, we arrived in Venice very late at night, fortunately the reception is open 24 hours. We had notified the hotel on the booking message board of the delay caused by the air strikes and they responded with information on how to get to the hotel. Exhausted by our trip, we met the night receptionist who was unpleasant, mocking and above all, refused to give us access to our room, without any justification. We apologised for our late arrival and repeated our request, as we had no other solution in the middle of the night. Surprised by this refusal without any justification, we could see in front of us a check-in sheet with our name, our reservation number and associated room number. We provided him with our printed booking confirmation, which had no effect. Worse still, he asked us to sleep on the sofas in the reception area and leave at 7am, the time he was supposed to finish his shift. A totally mind-boggling situation. He made fun of our last name and wanted to keep our passports in exchange for the key, and that we should "come and collect them from his house at 7am". He was obviously laughing at this and we categorically refused. This unhealthy little game lasted for over 30 minutes before we were able to get our way. Tired from the trip and not understanding this strange and frightening behaviour, we agreed to leave our ID cards as a deposit in exchange for the key. But we already did not trust the hotel. Last but not least, he asked us to leave the hotel at 7am, which we didn't do because the check-out time was 11am. I didn't manage to sleep the little time we had left, very stressed by this meeting. I have never experienced such a situation in a hotel. We explained the problem the next day to the day receptionist, who apologised and said she would "talk" to him. Obviously this was not the first time someone had complained about this person. The breakfast was ok and the waitresses were smiling and friendly. It's a pity that the professionalism is not uniform for such a well...

Last minute booking when our flight was cancelled and we needed to find somewhere fast. Very centrally located small hotel tucked away right in the middle of the designer shopping area. Rooms are Venice themed with brocade headboards and marble bathrooms. The hotel was last refurbished 15 years ago so it is dated but doesn’t look worn and is very clean. We accidentally booked our rooms twice as we booked when we were in the airport at Pisa, thought the first booking hadn’t gone through due to poor connection on the wifi so booked again. We the had booked four rooms when we only needed two. So immediately called the hotel who refused to cancel the extra two rooms. We’d got a deal and were in a panic so didn’t have any energy to argue. It was our fault, the hotel could have cancelled it as a goodwill gesture but chose not to. They told us when we arrived we could have a suite as one of the rooms. We agreed thinking it would be better than the three other rooms we’d already looked at! This “suite” turned out to be exactly the same as the other standard rooms. Maybe a slightly larger bathroom? Not a suite anyway as there was no sitting area whatsoever and very tricky to get to on the fifth floor as the last floor can only be reached by steep stairs which wasn’t easy carrying a heavy case. So bear that in mind. The suites are not suites! |Breakfast is not great. Staff were nice though and were pretty surprised and displeased when we told them the story of the extra two rooms that no one had slept in! Hot food was scrambled egg, bacon and some vegetable mix that was not very warm. Hardly any fruit or yoghurt options but nice homemade cakes and self serve coffee machine that was pretty good. Overall a fairly comfortable stay in a clean hotel but the feeling of being ripped off wasn’t very nice. Wouldn’t stay again for...

Beware if you come to this hotel!!

Trip was ruined by theft and one of the front desk (a dark-haired lady) who was not accommodating at all!

Disclaimer: I understand that it is not the hotel's responsibility that I lost my item by leaving it in the room. However, the issue is with how the hotel has managed this situation.

I checked out in the morning and am headed for Milan the last leg of my Italy trip. Unfortunately, I found out at night that I left my jacket in the wardrobe of the room. I immediately called Hotel Casanova for them to keep my jacket for me while I arrange for a delivery service to pick it up for me. I needed to arrange for an express service as I was leaving the country in 2 days.

Although the front desk lady had told me she would get back to me the next morning (as the head cleaner was not present at night), she didn't follow up at all. I tried reaching out through both emails and calls, to no avail. Not only did the lady not give me an indication that she had read my emails, but I also suspect she had actually intentionally avoided my calls (easily recognizable foreign number). I tried contacting them every day, but sadly I ended up leaving Italy without being about to recover my coat.

Shame on whoever stole my coat and the front desk for not following through. The hotel could've been a great experience as it is very well located. Seems like they only care if you are a paying customer and whatever happens after is not their concern since they have no monetary gain from it.

I can only imagine what would happen if I had left my passport or some other important item instead...an expensive...