Aquavenice in Venice

On our way to this hotel Aquavenice Locazione Turistica in July 2023 just 2h before arrival we received a call from them informing us that they are cancelling our booking on their own due to some AC issues on their side. They ensured that they will refund since it is not our fail, but.... Up till now - mid October 2023 no money. And on top of that - all communications were removed from *********** so it looks more like an organized scam and *********** took zero actions on resolving it. If you do not want to lose your money - stay away from this hotel Aquavenice Locazione Turistica.

The listing for this property states that check in is available 24hrs, free wifi, free breakfast, luggage storage, and complementary toiletries. None of this was true with our recent stay. When we booked we sent the owner an arrival time of 7-8pm. After arriving we called the number on the door only to have a rude and confusing conversation which lead us to belive someone was on their way to open the door for us. After waiting 15mins we called again, again greeted with an even more confusing conversation stating how this wasn't a hotel and it wasn't manned at all. We were let in by another group of guests who advised us that they had the same response and to wait upstairs. Another 10mins later someone turned up, pointed us to our room opened it and left, no information, no explanations. We understood this was not a hotel, but when we advised them of our arrival time no extra information was given regarding access to the property. Once inside we found there was no toiletries, or controller for the AC or wifi information. There was no documentation about the breakfast, but we did find a notice saying they would "not" store luggage after check out. The shower didn't drain and subsequently flooded the bathroom. Making for a below standard accommodation experience. After leaving a low scoring review on *********** we have since had several abusive phone messages left telling us how much the owner is "F#$king sick and tried of people like you".

Avoid this place if you can. I canceled a refundable reservation 2 weeks before the deadline, and the staff I first spoke to over the Booking chat was rude, unprofessional, and unhelpful. They went on a long rant about how their rates are too low (I don't set your rates, dear) and how they don't offer a refund on the credit card (sure) and I need to provide my bank details (since they avoid a small commission fee, mc), all this rant in a complaining tone of "I hate my job, woe me". After several more communication attempts, with no response, I contacted booking, after a complaint to customer service in person, I received a message that they would refund me the next day. And then: crickets. After several days of no refund, I called Booking and they contacted the hotel, after this, miraculously it was suddenly possible to provide me with my refund. The hotel then had the brilliant idea to tell Booking they had already refunded me after I had provided proof they had not. I have screenshots of all conversations, obviously. I have no idea what on earth their issues are, maybe a cash flow problem or whatever, but this could have been a two-minute convo: - Hi I need to cancel - Sure, no problem, it'll take x working days See? So easy. Staff need to be trained here or better yet hire someone who doesn't throw toddler tantrums over a simple cancelation. 0/10 recommend. AVOID