Radisson Collection Hotel, Palazzo Nani Venice in Venice

Unfortunately, our stay at this hotel was seriously spoiled by the attitude of the staff and their complete lack of interest in helping guests. From a 5-star hotel, we expected a completely different level of service.

Around 12:00 a.m., we accidentally left a hat on the bar counter. It is important to mention that at that time there was absolutely no one else in the bar except us. The next morning, as soon as we realized the item was missing, we immediately went to the reception desk and asked them to check with the bar and look for it. We were told, of course, that they would search for it.

About three hours later, we came back to ask about the result and were simply told: “We looked, but found nothing.” No explanation, no effort, no willingness to actually investigate the situation.

We then asked to check the CCTV cameras in the bar, especially since we provided the exact time and exact location. The explanation we received was extremely strange: we were told they could not check the recordings because they contain “sensitive content.” What exactly does that mean? We were asking about cameras in a public bar area, not guest rooms or private spaces. This excuse sounds completely illogical and gives the impression that the staff simply did not want to do anything.

In the end, we were told to go to the police. For a 5-star hotel, this response is shocking. A very reasonable question remains unanswered: how is it possible that the bartender did not notice the forgotten item and did not bring it to reception after we left, especially when there was no one else in the bar at that time?

As for the hotel itself: the rooms are small, dark, and grey, lacking any sense of comfort. The bathrooms are quite good, but that does not compensate for the overall disappointment. We expected a much higher standard in terms of service, attention to guests, and responsibility.

Sadly, the overall experience was negative, and the hotel clearly does not live up to its 5-star rating. We have no desire to return.

We arrived on 12/12/2025 for a short family stay. The rooms have effectively zero sound insulation. Noise and conversations from the adjacent room continued until around 4:00am. We complained and were advised that a room change was possible, but at that point we were already exhausted. At 7:00am we were woken again by an intense, continuous noise coming from the ceiling, with the room visibly vibrating. We complained once more. A non-English-speaking staff member was sent, who could not understand or address the issue. After another call, an Italian staff member attended and claimed not to understand the noise, which was clearly ongoing. We were then informed that the source was the gym above, specifically the treadmill. This is a complete mismatch between price and basic hospitality standards. We were offered as a compensation an upgraded room at the top floor that had no issues. The hotel manager followed up with a call after our departure apologizing, it was much appreciated.