Pesaro Palace — Hotel in Venice

I was looking forward to this trip with my sister. When we arrived we found the hotel at a very good location right beside the vaporetto stop "Ca d'oro". We stayed here for two nights. The first night was very bad. The room (108) had very bad air and it was very hot - yes we shoule have said something. During the night some engine was working, it was very loud and we struggled falling asleep. We told the next day the receptionist about the problem and she said that there were other guest also complaining about it this morning. By the look of the receptionist to her collegue you can tell, that they know about this problem but didn't react proactiv by telling us or offering us earplugs or whatever. Anyways, we were promised another room in the 4th floor but because we were short on time we postponed the moving in the afternoon, we asked if the room will then still be available and were promised that the room will be available. When we arrived in the afternoon four receptionists were standing at the reception and started by "there is a problem". They told us, that the room is not available anymore and that they cannot offer us a solution; "sorry". I wasn't happy with this and told them, that we asked if the room will be availble later and suddenly they remembered and told us, the problem was that the cleaning staff went home already - because they thought we are not happy that our room is not made. Obviously the communication in the team was very poor. Then they said they tried to reach me by the phone - I had no phonecalls, when they tried in front of me, it was working. At the end we got a room in the 4th floor, which was promised to us earlier this morning. So why do I rate this hotel - which has a very good location and very nice cleaning staff and the lady at the breakfast was very nice too, with two stars? Its because I expect from a four star hotel and especially from the receptionists who are representing the hotel to be willing to listen to their guests complains (we were very friendly and patiente explaining our problem) and most of all to be willing to find a solution and not just - "sorry, we can't do anything". Because it worked out at the end it leaves me with a bad feeling, why they first tried to tell us that they can't do anything. I think its a lesson for the younger receptionists, which were there too, how not to handle a guests complain. I am very willing to pay a higher price for a hotel room but I am as well very expecting a service...

The Hotel has the perfect location in the middle of Venice also a really vibrant neighborhood. Unfortunately we were not pleased with our stay at all.

From the moment we arrived, this hotel was a complete disaster. Our stay started off horribly with a rude and unprofessional staff member who greeted us with an attitude and poor communication. He was already dismissive when coordinating our taxi, which should have been a simple task. That set the tone for what turned into a truly awful experience.

We did not get the room that we wanted and thought we booked. When we pointed this out, we were coldly told, “That’s not what you booked,” without any effort to assist or accommodate us. When we asked for a change, we were flat-out denied. We raised a complaint, but it was clear we were not being taken seriously at all. The staff simply did not care.

During our stay, the room was not cleaned properly we’re talking about a lack of basic cleanliness that should be expected from even a budget hotel, let alone a place claiming to be 4-star. This is absolutely unacceptable.

But the worst part came during check-out, which was a complete mess. No one knew what they were doing. Then we were told that city tax could only be paid in cash, and we were forced to use the hotel's ATM, which shamelessly charged us an extra 14% fee! We asked if we could go outside to withdraw money elsewhere, and they refused. When we asked to speak with the manager, we were told he was on vacation completely ridiculous and unprofessional.

The service, the staff, the handling of issues all far below the standard of a 4-star hotel. What we paid is in no way justified by what we received. We feel completely ripped off.

We are extremely dissatisfied and would absolutely never return to this hotel. Do yourself a favor and...

BED BUGS IN ROOM 105!! STAY AWAY!! This hotel seemed great at first. It was right next to the water taxi stop, very convenient after a long day of traveling. The room seemed great upon first glances. It looks elegant and the bathroom was a great size. The room had a balcony but the view was just into the downstairs walkway, which wasn’t that big of a deal to my partner and I. I checked out the cleanliness of the room, including checking the bed for any bugs, and I did not find anything. We went to sleep and I woke up around 2 am to find multiple bed bugs crawling on us and under the sheets. I trapped one in a cup and my partner took it down to show the front desk person, who provided us with a room in their sister-hotel down the street. I was going through all of my belongings because I didn’t want to take any bed bugs with me, and once we got to the new hotel with our stuff, the staff was incredibly rude like we were inconveniencing them, even though it was their hotel chain that created this problem in the first place. The management at the new hotel was so rude and unprofessional. The reviews for this place are mostly good, however I went searching on their reviews after we left and I found someone else who mentioned bed bugs in room 105 as well, so the hotel knew since June of 2021 and did not get it taken care of!!! I also found another review of someone mentioning bed bugs, who claimed that the hotel chain denied it. After my partner and I checked out, someone also put that they woke up in the middle of the night with bites all over them. This is incredibly disheartening to know that this hotel chain is not more ambitious in taking care of such a huge issue. I highly recommend that everyone stay away from...