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“Just too many flaws”

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Grand Hotel Via Veneto
Ranked #149 of 1,291 Hotels in Rome
Geneva
Level Contributor
29 reviews
29 hotel reviews
common_n_hotel_reviews_1bd8 124 helpful votes
“Just too many flaws”
2 of 5 bubbles Reviewed 2 June 2014

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.

Room Tip: Ask for rooms with maximum light
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  • Stayed June 2014, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
9 Thank CKGeneva
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Ilaria L, Hotel Manager at Grand Hotel Via Veneto, responded to this review, 11 August 2014
Dear Mrs. CKGeneva,

Thank you for taking the time to post your comment about your stay with us. Despite a so long list of inconveniences, let me thank you for remarking some good points as well.

Our staff is always pleased to know that our Guests are satisfied about the service provided and on behalf of them I would like to express my gratitude about that.

The Hotel is completely new: we opened in April 2009 after 10 years of restyling as it is the result of two private buildings furthermore we are in continuous improvement. Our rooms have some great representative advantages such as size and noiselessness and our Spa is luxurious and intimate.

About the car service, we have investigated about the baby seat and we are absolutely sorry about the mistake and we do apologize for this bad situation experienced. Please be assured that we took very seriously the security issue in every context and we have improved our quality control on car service in order to avoid another similar episode. As explained at the moment of the booking, the car service is an external service that we book so be sure that in the future we will make more checks in order to avoid such disappointing issues.

About the check-in, that starts from 2 pm, please accept our apologies for the wait. In high season it may happen that our Guests arrive at the same time, that is why we offer them to have a sit in our lounge to relax after travelling and have a drink comfortably and, in your case, a free room upgrade as well.

While we were able to provide you with your preferred guest room, we are sorry to hear that it missed your taste. Our hand crafted wood furniture has been made by Italian artists, from Florence more often, and it is inspired by timeless elegance of Ruhlmann, the father of Art Deco Style. To make the room feel warmer and more intimate, we have chosen warm colors and tones that will cozy you up and relax. About decoration, we have supplied every single room with different frames of the magnificent photos collection named “Fragments” that represents hidden angles of Rome, made exclusively for Jumeirah Grand Hotel Via Veneto to make Guests feeling in the Roman ambience and atmosphere.

We are sorry as well if you had some issues about shower temperature. Normally we ensure a good pressure and no fluctuations. The water has to start out hot to supply you with hot water and shower valve mixes hot and cold water to give you the perfect temperature shower water. Thank to your notice we have decided to make more efforts to check every eventual malfunctioning.

In our bathrooms we provide a selection of Bulgari amenities and we recommend our Guest to ask us for any additional need, that we would be glad to provide.

About kids menu, we have a wide range of dishes à la carte that can be chosen even in a smaller size, but thank you for highlight a miscommunication in this matter, we have amended this point.

About housecleaning, evidently we have missed a need you have express well clearly, we are very sorry for the discomfort, we can just say that a misunderstanding may happen and I would like to clarify that our housekeeping team is well trained to not disturb while Guests are in the room. I apologize for the miscommunication.

Thank you for your appreciation of our breakfast, we are proud to provide fresh delicious dishes, with an Italian and international cuisine choice. We have moved the breakfast Room in our beautiful Magnolia Restaurant, which has a gorgeous patio and arched dining rooms, with themed ‘flowers and fruits’ collection of paintings by famous Italian artists that decorate the walls.
As you have said, we have tried to recover the discomforts by offering various services, and the SPA entry as well. The wet area of our Aqva City Spa include a vitality pool, which is a relaxing pool with salt water hydro massage, a spacious relaxation area with chaises longues and chromotherapy, as well as a hammam and sauna. We have offered the free access to every area of the SPA, but treatments are a different and additional service, that is why they were charged. In the doubt, a misunderstanding like this one could easily have been cleared up by calling me at check out, I would find with you a nice solution for this confusion.

We would like to ensure that our first purpose in our daily work is Guests satisfaction: we do our best to make every important aspect of the customer experience better and better. We are always ready to anticipate needs and recover eventual lacks, that is why we have a Lifestyle Desk always available for suggestions or requests.

Mrs. CKGeneva, we would like to thank you once again for your time taken to write this review and we do hope this will not discourage you and your family from visiting us in the future to experience the wonderful facilities and services our beautiful Hotel has to offer.

If there is anything in the meantime that I may assist you with, please do contact me and I will personally take care of your requests.

Best Regards,
Ilaria Lucani
Hotel Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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877 reviews from our community

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Rating summary
  • Location
    4.5 of 5 bubbles
  • Sleep Quality
    4.5 of 5 bubbles
  • Rooms
    4.5 of 5 bubbles
  • Service
    4.5 of 5 bubbles
  • Value
    4 of 5 bubbles
  • Cleanliness
    4.5 of 5 bubbles
Traveller tips help you choose the right room.   Room tips (110)
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English first
Mexico City, Mexico
Level Contributor
256 reviews
52 hotel reviews
common_n_hotel_reviews_1bd8 86 helpful votes
5 of 5 bubbles Reviewed 28 May 2014 via mobile

Why do I say that? Because when I enter a 5 star hotel I expect perfection. Not less. And there are some flaws . Slow reception. Breakfast place and food that could be improve. They are simply fine. They should go to 5 star hotels in India that is perfection in service and installations.

  • Stayed April 2014
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank Pilar18_11
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Ilaria L, Manager at Grand Hotel Via Veneto, responded to this review, 23 November 2014
Dear Pilar,

Thank you for taking the time to provide this positive feedback from your stay with us in Jumeirah Grand Hotel Via Veneto.

While I was dissapointed to learn that some of your expectations were not met, I sincerely thank you for providing us feedback which we can, and already have, acted upon to continuously improve the Jumeirah experience. We look forward to welcoming you back and exceeding your expectations!

Best Regards,

Ilaria Lucani
Hotel Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Winthrop, Massachusetts
Level Contributor
21 reviews
6 hotel reviews
common_n_hotel_reviews_1bd8 13 helpful votes
5 of 5 bubbles Reviewed 27 May 2014

We stayed here for three nights during a ten trip to Italy. The rooms were extremely comfortable and I already miss the great shower the room had. Service was first class and the hotel staff went out of their way to make you feel welcome. Nice spread each morning for breakfast. Location was within walking distance to Spanish Steps and Trevi Fountain. Would highly recommend this hotel for anyone staying in Rome!

  • Stayed May 2014, travelled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank AndrewBausk
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Windermere, United Kingdom
Level Contributor
17 reviews
11 hotel reviews
common_n_hotel_reviews_1bd8 9 helpful votes
5 of 5 bubbles Reviewed 25 May 2014

With the hustle and bustle of Rome around you, this majestic hotel stands high above the rest accommodation that I have stayed in Rome before. The major factor was location which puts it within walking distance of all the major sights, and is located in a very quiet area of the City. Another major draw has to be the professionalism and friendliness of all of the staff who anticipated not only us but all of the guests around us, and on top of this probably some of the nicest food I have possibly had in a City hotel. It certainly from now on will be by home from home on every trip to Rome.

  • Stayed April 2014, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Thomas N
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Burford, United Kingdom
Level Contributor
7 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 12 helpful votes
4 of 5 bubbles Reviewed 21 May 2014

We stayed here for two nights at the beginning of May. Like others we had a little wait for check in, but we were seated and asked if we would like a drink, and the attendant sorted out a WiFi code for me, so no real complaints there.

Our deluxe room looked out onto the side road and was clean, of a good size and, as always with Jumeirah hotels, had an incredibly comfortable bed. The Bulgari toiletries were of great quality, there were bath robes and the turn down service, which included laying out of slippers and sweets was very nice. The shower worked well, the bath was super deep and very relaxing and did not take hours to fill.

Negatives were that the towels were not as soft as I would have liked, there was a hole in the carpet (room 303) between the dressing room and the bathroom, and there was sadly obvious dating of the wood and sealant around the bath and shower. These are small things that didn't tarnish our stay but should be noted and rectified.

The roof terrace is lovely, we never saw another soul up there so it was like having our own private area! Do take a drink up there and relax!

I sadly didn't have time to use the spa, but will be sure to on our next visit.

Location is fantastic, the concierge cannot do enough for you, you really do feel as though you are respected and being looked after.

  • Stayed May 2014, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank FamilyLamb
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Kiev, Ukraine
Level Contributor
56 reviews
33 hotel reviews
common_n_hotel_reviews_1bd8 51 helpful votes
2 of 5 bubbles Reviewed 18 May 2014

The furniture needs replacement, overall all hotel needs renovation because of dirty wallpaper, old tiles in the bathroom.
Most rooms have a view on dirty wall. The design of the hotel is simple and not as in Dubai hotels.
The breakfast area is very small.
The best part of the hotel is Spa, very stylish!

Room Tip: not choose rooms in this hotel
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  • Stayed May 2014, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank elv16
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Philadelphia, Pennsylvania
Level Contributor
28 reviews
15 hotel reviews
common_n_hotel_reviews_1bd8 15 helpful votes
5 of 5 bubbles Reviewed 16 May 2014

Just finished a stay in this hotel and was very impressed. Compared to most other European hotels, the Jumeirah is new, modern and spacious. The staff was terrific and could not have been more helpful. Also, in walking distance of many key areas and attractions. I highly recommend this hotel!

Room Tip: try to get a room with a view of via veneto
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  • Stayed May 2014, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank liborman
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Additional Information about Grand Hotel Via Veneto

Property: Grand Hotel Via Veneto
Address: Via Vittorio Veneto 155, 00187 Rome, Italy
Region: Italy > Lazio > Rome > Ludovisi / Via Veneto
Amenities:
Bar / Lounge Business Centre with Internet Access Fitness Centre with Gym / Workout Room Children Activities (Kid / Family Friendly) Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Spa Suites Wheelchair access Airport Transportation
Hotel Style:
Ranked #149 of 1,291 Hotels in Rome
Price Range (Based on Average Rates): £££
Hotel Class:5 star — Grand Hotel Via Veneto 5*
Number of rooms: 116
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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