Grand Canal Suites in Venice

Very disappointing experience at this hotel. For the last two nights of our stay there was no hot water in the bathroom, including the morning we left. We informed the receptionist and were told a technician would fix it within an hour, but no one ever came.

When we asked for a refund, we were told the hotel manager would contact us at 8 PM, but nobody contacted us. Later another receptionist said he had no information about the situation at all.

Due to the unresolved problem and the lack of communication, we were forced to leave earlier than planned. Very poor service and extremely frustrating experience. I would not recommend this hotel.

The hotel cancelled my booking less than 24 hours before I arrived in Venice. On Valentine's Day. During Carneval. With no advance notification, without giving a reason. I was simply notified by Booking.com that my reservation, which I had made (and was confirmed by the hotel) over a month ago was cancelled.

I feel like this is unconscionable behavior. The fact that they never reached out (still haven't, over a week later) and waited until the last second shows there is no realistic excuse for their behavior besides being able to rent the room at a higher price and making a cash grab. They'll likely come up with some made up response of maintenance or the room not being ready, which is probably what they fed Booking.com as well.

I had read the reviews both on Booking.com (they're listed under Santa Croce 241, not sure if there are others listings) and Google Maps and seen that they had cancelled other reservations 2 weeks before the arrival date before. I know I took that risk on my own. Two weeks I could have dealt with. I could've found other accommodations, or changed my travel plans. Trying to react and adjust my plans the day of was almost impossible. I am normally very understanding of circumstances when I travel, and do not nitpick or bash workers or businesses that are trying but fell short. This is not that type of situation.

I know this isn't going to happen to everyone, obviously they wouldn't cancel every single reservation, but I strongly urge anyone who sees the attractive price and location to reconsider. Imagine showing up in Venice and finding out you need to find a new place to stay on your phone (hopefully you have internet access) while trying to keep an eye on your bags with crowds of tourists pushing by. That literally happened to me. It's not worth it.

I have been reading the reviews of this hotel, which I'm booked in for September 2026.

I have read about cancellations , mouldy smells and bed bugs. I am really concerned as how can this be. I truly hope this is not the case. People are paying to stay somewhere clean n tidy and to have a nice experience in their country

The room looked fine online but looks can be deceiving. The wall behind the bed is filthy don’t think it’s been washed in years. The shower grout lines are black in many areas, black mold? No drinking glasses not even in the common area. So don’t buy a bottle of wine unless you are ok with drinking it directly from the bottle! Location was fine as it is directly on the grand canal. No view from our window. We were in room 4. Mattress and pillows were hard as rock! Oh and many many stairs to navigate and some of the metal rods that hold the carpet are loose and in the middle of the step, we kept kicking them back so we didn’t trip on them. All in all stay away….stay far far away!

Our room wasn’t clean, we were told 30 minutes after our check-in that our room was ready. The room wasn’t touched after the people who stayed there before us, piles of towels, etc. When we contacted the staff, the front desk lady was super rude to us. We waited about 45 minutes in the hallway for someone to come and clean the room.

I stepped on a thunder. I have never had such a bad experience. There is not even a cup for rinsing teeth. The bathroom is very small. There is no elevator. I have to walk up a long staircase with my luggage. Definitely a bad review