We usually love Jumeirah hotels (and have a sirius gold card) but this hotel just has too many flaws. And having booked a superior room, an open suite and a junior suite for the extended family, I think we have a pretty exhaustive impression.
There are a few positives
The staff is very friendly, and always looked to help (the front desk however was much less good and friendly).
The hotel has been renovated and for the most part it has a feeling of new. Some of the work is state of the art such as the sound proofing of the windows. The rooms are also quite large with high ceilings so there is potential.
Spa is classy and tasteful
Now unfortunately this dwarves the negatives, some of which are inexcusable for a 5* hotel.
We booked the car service and had asked a baby seat (and toddler seats), which were all confirmed by email. At arrival the driver had none. This is not a price issue, its a security issue and the problem is that after travelling for a couple of hours you just you just have very limited options but to accept this risky ride.
We had given our exact arrival date, despite this, we could only check in at 2.40pm (despite a 2pm advertised checkin time) and we got the last room at 3pm. The overall checkin process took 45 minutes. Not pleasant when you have 4 small children. Since the process was so long, I hinted it would be nice to receive the best potential superior room or since I’m gold an upgrade. This was declined because the hotel was full and instead the room given was a very small superior room with disabled facilities (i.e. the bathroom lacked total cosines and had a big curtain).
Honesty is the other big problem here…Obviously our rooms were not prepared when we arrived at 2pm but instead of apologizing, hinting to keep our stuff and encouraging us to take a walk we were just placed in the small room adjacent to the checking area (given drinks) and then the staff pretended an excruciatingly long process (taking one passport at the time to photocopy them. When we finally lost patience, we were finally told not all rooms were ready….hmmm.. well we also checked online and the hotel was very far from full (and in fact had multiple available rooms which forced the staff to give a much better deluxe room instead of the superior room.
The decoration lacks taste. The hotel management (who sounds a little stingy more on this later) just decided to keep just too many things from the old Via Veneto Grand hotel.. a lot of the furniture is dated, towels and robes are hard and dated and despite a few new touches in the decoration its just an overall miss. And seriously brown walls with red carpet with old lacquered furniture? Its also a bad choice because the rooms are very, very, very dark. I mean our junior suite had a single window, with a view on a wall with no light coming in..Look at the photos on the website...all lights are on and totally saturated..the actual truth is much much darker...
The hot water infrastructure is bad..when you take a shower the heat isn't constant so you switch from being frozen to being burnt...and it didn't work at all for a whole morning (at least on the 4th floor) so we all had a spartian shower.
There is overall stinginess in the hotel..in our suite we are allowed one small shower gel bottle per day (for 3), 2 bottles of water (for 3)..I've even had to call to get more toilet paper (which is my first in any hotel above 3*) despite being very reasonable users of toilet paper..And this shows in many things..the small normal tear and wear is just not adjusted (small impacts that could be easily painted but accumulate to give a poor impression) and things like the baby cott is the cheapest travel cott. It just sounds poor a 5* hotel can't get to buy a small wooden cott. And again not something we have seen since our visit to a novotel..
Oh and talking of kids..the hotel poorly caters to children..no kids menu at night..etc..
And then there is housecleaning...
Given the rushed checkin process the rooms were not impeccable, now what’s worse is that we were never able to have them cleaned properly during our stay as we were always present during the cleaning…which obviously rushed the work done..Now this is truly incredible. Obviously with 4 small children including a baby we were often in the room but specifically, each time we left the room for 3-4 hours at a time, we called housekeeping to have the cleaning done and each time we came back it wasn’t done..with various excuses..there was a problem, they didn’t understand your call…who did you speak to,… etc…bottom line it’s a hotel where you just can’t have housekeeping come when it’s a good time for you..they come when it’s a good time for them..and that, is purely inexcusable for a 5* hotel
Breakfast quality is good but delivered in an overall unpleasant setup (which is really a corridor)
Obviously we could have been unlucky (very very very unlucky) but then there is service recovery..
Mr. Dellea genuinely did his very best (and managed..I say managed as the process was very complicated to uncharge the car service)..
Mrs. Lucani was very friendly and helpful..She caught us when we were surprised about the cold water (and complaining after the various problems) and she suggested relaxing in the SPA which sounded great…interestingly it was fully charged…which is an interesting marketing concept (and new one to me)…
Better choices in Rome for the price imho.
- Official Description (provided by the hotel):
- Located right on Via Veneto, 116 spacious rooms and suites, containing beautiful decor and 1920s inspired handmade furniture. With two fine dining restaurants, a rooftop solarium, the state-of-the-art AQVA CITY SPA, and Fitness Centre, this is the perfect destination for an event or city break in the eternal city. With a legendary art collection including works by Picasso, Dali and Guttuso, and the grand marble bathrooms in every suite, Grand hotel via Veneto is your luxury hotel in Rome. The hotel’s sleek design is defined by an art deco’s Ruhlmann inspired motif that pervades throughout the building while contemporary works from an excellent collection of artists and tech- forward amenities fill the public spaces and guest rooms. Marble bathrooms, meeting rooms with fully-stocked bars and penthouse suites with terraces overlooking the eternal city below add to the opulent experience. DISOVER YOUR LUXURY HOTEL IN ROME. We offer uncommonly spacious accommodations in Via Veneto styled after luxury apartments, providing guests a residential-like escape in the eternal city. Every guestroom at Grand hotel via Veneto offers a plush king or queen bed, modern bathrooms full of Carrara Marbles, bath robes with slippers, and room service from our Magnolia and Time restaurants. Huge windows welcome refreshing natural light into a simple and elegant space. Modern art, ranging from abstract paintings to collages, adds a bit of Italian artistic flare to our sleek and luxury spaces. Grand hotel via Veneto offers to its guests a rooftop garden with hammam and hot tub, and also its AQVA City Spa: fitness center, chromotherapy, vitality pool, any kind of massages, sauna, hydromassage, everything within an environment completely made with pure Carrara Calacatta Caldia marble, that evokes the ancient Roman thermal baths ... more less
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