Ca' Dei Polo in Venice

The check in process was unclear and difficult. There is no staff at this building. We had to go to a completely different hotel to check in, which we learned only after finding the cleaning staff on our own. The hotel is not labeled on the exterior. The beds were shockingly uncomfortable. The staff in the other hotel were not present for check out, despite saying that they would be there 24/7, and we nearly missed our train. It was a truly terrible experience.

We were booked to stay at the property for September 2025 when they cancelled our booking three days before check-in. Booking.com was initially great and ensured we weren't charged for cancellation, but told us to contact the property directly for refund. Several emails, messages, and attempts to call the property went unanswered. Two months later we finally received the refund via Booking.com after repeated refund requests. Save yourself the headache and do not book with Ca' dei Polo.

Booking was made via Booking.com to this property who then cancelled our stay at short notice. I have been chasing them for a refund ever since. Like other reviewers messages/emails are being ignored and not responded too. I'm out of pocket still.
How many hundreds even thousands of euros are this company sitting on!!

3 weeks on from my original post and still no resolution. Booking.Com are now meant to be taking it forward. But here I am 3 weeks on and still no money returned to me. Each time I look at the reviews for this hotel, I see more and more of the same. Booking. Com need to remove this hotel from their website, shame on them for continuing to have them listed and take people's money from them.

A total SCAM! Will give zero stars if possible. As many write, we made a reservation through Booking.com on March. The hotel charge my credit card directly two days before booking and then cancelled our reservation 10 days before arrival. This not only cost us money for re booking on such a short notice, but as right now they have stole our money. No answer to any message or call, zero communication and no refund. I also blame Booking.com for allowing this people to keep stealing money from their costumers.

Also, they charged me 146.75 euros for 1 night but when downloaded the invoice from their site (before the cancellation and complete block of all information) the invoice was issue for 141.75 euros, so they also steal 5 euros just with a single document. Really disappointed and frustrated with the hole outcome.

We booked this hotel back in April. Just six days before our arrival, the hotel cancelled our reservation, explaining that due to heavy rains they were no longer able to accommodate all guests. They promised to help us book a new apartment and to cover the price difference. Luckily, we managed to find an apartment ourselves - otherwise, our trip would have been ruined.

It’s now been over a month and a half since the cancellation, and we’ve received NO refund, NO compensation, and NO replies from the hotel!

We understand that unforeseen situations can happen, but you must at least return the money.
Shame on you! :(