Hotel Al ponte dei sospiri in Venice

This review is based on our experience as guests staying at Ca’ Luisa, which is connected with Hotel Al Ponte dei Sospiri for guest verification.
After we had already checked into Ca’ Luisa, we were later required to walk all the way to Hotel Al Ponte dei Sospiri near San Marco area (around 40 minutes on foot) just to complete a face recognition / identity verification process.
In today’s world, with technology being so advanced, this process felt extremely outdated and inconvenient for guests. A simple WhatsApp video call or online verification could easily achieve the same purpose without forcing guests to waste time walking across Venice just for a few minutes of verification.
Unfortunately, the inconvenience did not end there.
After checking into Ca’ Luisa, we discovered that there was no hot water for showering and immediately reported the issue to the property. However, instead of providing an immediate solution, our complaint was not properly handled and it felt like our concerns were selectively ignored.
The issue was not fixed on the same day, leaving us with no choice but to take a cold shower. The next morning, we had to follow up again and wait for a technician. We even requested to use another room just to shower, but we were told that all rooms were occupied. The hot water problem was only solved later in the afternoon.
Hot water is a basic necessity for any paid accommodation, not a luxury.
What disappointed us the most was the lack of service recovery. Despite the inconvenience being caused by the property, no compensation, partial refund, or meaningful gesture was offered.
We requested a late checkout as a small gesture to make up for the inconvenience caused by their own failure, but this was also rejected.
There was also no housekeeping service and no towel replacement during our stay.
After checkout, luggage storage was not provided either, so we had to spend extra money ourselves to store our luggage elsewhere.
Overall, the location may be acceptable, but the outdated verification process, poor problem handling, and lack of customer care made this a very disappointing experience