4 May 2018 by Hotel Manager
Dear Sir, We are really sorry that your experience has not been positive, but let us disagree with your review and reply to your review point by point (as we already did though Ebookers): "I booked a junior suite as a birthday treat for my partner " - We saw this information and we have welcomed you with a complimentary bottle of sparkling wine upon arrival, as a special birthday treat. "First they gave us a room that was clearly not a suite nor was it in any of the pictures of the hotel suites" -The Hotel has only Junior Suites, not Suites. All of our rooms as clearly showed on Expedia and Ebookers with complete description. "I was also bitten by some bugs on the bed and there was blood on the sheet" - Probably you confuse bed bugs with mosquitos, which are different.. bed bugs are carried by travellers themselves through suitcases and, if present, force the hotel to make a total disinfection of the room for at least a week (which has not happened) "There was no hot water" -Hot water was unavailable for 10 minutes in all the Hotel. The water wasn’t cold but lukewarm. No other guests complained about it. "Ebookers refunded the 1 day hotel stay as the hotel refused to accept" - This information is wrong: the Hotel decide to offer you a refund, not Ebookers. The charge was made by the Hotel so is the Hotel that refunded the amount to your credit card, not Ebookers. Despite all above listed, we make our apologies if we missed something; our main purpose it to improve our service and it is feedback like this that we learn from. We work hard to deliver an exceptional guest experience, and it's apparent in this case that we fell short. If you give us a chance to earn back your trust, we can assure you that we will do our best to give you the great hotel experience that so many of our guests have grown so fond of.
This property is closed from 10 March 2020 to 3 April 2020 (dates subject to change).
As a guest of Hotel Al ponte dei sospiri, you'll find tour or ticket assistance, concierge services, and laundry facilities. WiFi is free in public spaces. You can enjoy a drink at the bar/lounge. The romantic Hotel Al ponte dei sospiri also features room service (during limited hours), a porter/bellboy, and a lift. This 4-star Venice hotel is smoke free.
Available in all rooms: Free WiFi
Available in some public areas: Free WiFi
Hotel Al ponte dei sospiri offers 13 forms of accommodation with minibars and a safe. Satellite televisions are provided. Bathrooms include bidets and hairdryers. Guests can surf the web using complimentary wireless Internet access. Housekeeping is offered on a daily basis and hypo-allergenic bedding can be requested.
Wine Bar HK – This wine bar only serves light fare.Happy hour is offered.
Room service (during limited hours) is available.
If you have requests for specific accessibility needs, please note them in the special requests field on the booking page after selecting your room.
Special check-in instructions:
Guests booking their stay in Venice are kindly requested to visit the #EnjoyRespectVenezia site www.comune.venezia.it/en/content/enjoyrespectvenezia for important information and regulations applied in the city.
Extra-person charges may apply and vary depending on property policy.
Government-issued photo identification and a credit card, debit card or cash deposit are required at check-in for incidental charges.
Special requests are subject to availability upon check-in and may incur additional charges. Special requests cannot be guaranteed. No on-site parking is available. Special cancellation policies or charges may apply for group reservations (more than 8 rooms for the same property/stay dates). Please note that cultural norms and guest policies may differ by country and by property. The policies listed are provided by the property.
Charges for extra guests may apply and vary according to property policy.
A cash deposit, credit card or debit card for incidental charges and government-issued photo identification are required upon check-in.
Special requests are subject to availability at the time of check-in. Special requests can't be guaranteed and may incur additional charges. No on-site parking is available. Special cancellation policies or charges may apply for group reservations (more than 8 rooms for the same property/stay dates).
Guests will be asked to pay the following charges at the property:
We've listed all charges provided to us by the property, but they may vary based on length of stay or the room booked.