Hotel San Samuele — Hotel in Venice

Warning - avoid Hotel San Samuele at all costs, unless you wish to subject yourself to misleading advertisements, poor facilities, and an utter lack of customer care.

-- Latest response to the hoStel reply - 25-Jul-23

Your dismissive and defensive reply to my legitimate grievances only further confirms the unprofessional and deceptive nature of your establishment. Your attempt to shift the blame onto me, the customer, is utterly appalling and speaks volumes about the lack of accountability and integrity at Hotel San Samuele.

Let me address your so-called "clarifications":

Firstly, I made numerous attempts to contact your hotel through the phone number provided by Expedia, which was, as I already stated, incorrect. Your claim that you have always been reachable is a blatant lie. The ordeal of trying to contact someone through the incorrect phone numbers provided by your establishment was time-consuming. It is absurd that even when we did manage to reach someone, they were clueless about our booking and directed us to find check-in instructions in an envelope. Refusing to provide essential information about the facilities until much later through a text message was both unprofessional and neglectful.

Secondly, while I may have mistakenly booked a double room with shared bathroom facilities, it in no way excuses the false advertising and lack of transparency on your part. As a customer, I expect that a hotel would not offer rooms with shared bathrooms, and it is beyond disappointing to discover that your establishment operates in such a deceptive manner.

Instead of acknowledging your responsibility for misrepresenting the room options, you shamelessly attempted to take advantage of my oversight to make a profit. This predatory and exploitative approach to business is both unethical and unacceptable. As a purported hotel, you should prioritize honesty and integrity in your dealings with customers.

As a paying customer, I have every right to expect the services and facilities that were advertised and paid for. Your hostel, masquerading as a hotel, failed to meet even the most basic standards for accommodating a family with a baby. Your lack of personnel for check-in and information further exemplifies the gross lack of professionalism at your establishment.

Furthermore, during my stay, the absence of air conditioning was particularly distressing, especially when we experienced a heatwave with temperatures soaring to 40 degrees Celsius for several days. It is utterly unacceptable for a hospitality establishment to provide no means of relief during such extreme weather conditions.

Adding to the extensive list of shortcomings, you do not have a front desk, as there was never anyone present to assist guests physically.

Given the numerous failures and deceptions we experienced during our interaction with Hotel San Samuele, I reiterate my demand for an immediate and full refund of the 130,91 euros that your deceitful establishment has taken from me. Your unethical practices, false advertising, and lack of proper facilities have caused immense inconvenience and financial strain.

Rest assured, I will not rest until this matter is resolved satisfactorily. If you continue to ignore my rightful request, I will not hesitate to take this matter further and make sure that potential guests are well aware of the deceptive and subpar standards at Hotel San Samuele.

-- Original posting - 22-Jul-23 This is not a Hotel, this is a hoStel. The facilities were incompatible for a family with a baby. There was no one to give information or do the check-in. The phone was incorrect on Expedia. We took a long and valuable time trying to contact someone. We had to book another property (a real hotel) on the last minute. We asked for the cancellation of the hoStel booking and to be refunded. However, the person we could contact on the phone just ignored us. We lost 130,91 euros + time. I want...

Ok, it's not all bad, the hotel is clean, tidy and in a great location... BUT... I think previous reviews vary massively depending on which room the reviewer has stayed in. We, unfortunately, stayed in Room 7 which, and this is no exaggeration, if it were a garage you would not have been able to park a Mini in it! This room is classed as their "economy" room, something I was aware of when booking because it was the only one left. What I wasn't aware of, nor did the hotel promo photos demonstrate clearly, was that there is no ensuit bathroom or shower facilities included. You have to share the small bathroom and shower down the corridor with about five other rooms. Further, you can hear everything in the hotel, I mean EVERYTHING as if there were no doors or walls at all. The couples either side were having very normal, quiet private conversations but it was as if we were there in their room with them. As such we spent the entire time whispering when inside without sleeping due to other guests moving around throughout the night. There's no tea or coffee making facilities in the room nor is there a restaurant within the hotel and, not that you really want it in Venice, but there's no TV etc either. All in all we were very disappointed because, even out of season, this "economy" room wasn't exactly what I would consider to be cheap either. I've read the other reviews saying similar and noted the replies from the hotel claiming it's an old building you won't find cheaper in Venice blah blah blah and that may well be the case but what you may find is a lot more for the same money instead. This is my honest and personal opinion based on our recent experience and, for me, the photos and descriptions prior to booking seem to be intentionally misleading so be careful when booking. I'm sure there are nicer rooms because other reviews appear to be positive but be careful to establish what is, and what isn't, included...

Obviously when your trip is not paid for by your employer, there is no harm to watch for your budget, especially when you're visiting a City known to be pricey such as Venice. Doing just that, I ended-up at the San Samuele hotel.

Well, this hotel offers all the major requirements you may be looking for and then some more. Its location is unbeatable, the 12 rooms have different sizes, so don't worry, you will be accommodated based on what you wish for and with your budget in mind.

Hot tea and coffee are made available 'freebie' for the guests in a common area, books about Venice, the Venetto are also available as a courtesy for your use during your stay. They are in several languages and If you have not bought a Venice guide yet, do not even bother doing it.

Wifi is available in your room at no additional charge, and you even have a Desk Top computer in the common area for your convenience. Last but not least, this hotel is manned by an exceptionally Customer Service - oriented team.

Judith, the owner, a true hospitality professional and fantastic polyglot, along with her so-friendly team reserve a personable, cheerful and warm welcome to every guest. On your day of arrival, you're considered part of the family as soon as you show-up to check-in.

Judith is a wealth of information and, either she or one of her Reception Desk crew, will provide you with plenty of useful hints that will ease your visit to this amazing city.

Here is a quick hint they shared with me ... Alex Hai, the first ever female gondolier will offer (if you book through the San Samuele) a deal you do not want to miss. Don't do your gondolier tour before you talk to them at the reception desk. I did it and I loved it! Alex was full of information about Venice!

I shall return.

Noureddine from...