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“Horrible horrible service!”

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Hotel Ai Reali di Venezia
Ranked #40 of 385 Hotels in Venice
Certificate of Excellence
Reviewed 19 March 2014 via mobile

We are currently staying at the Ai Reali and even though we have not finished our stay I feel compelled to write a review now!

Their staff are very rude and not very helpful with the exception of two gentlemen named Yacob and Sergo. Other than them everyone is rude and useless.

I am also disappointed as I booked a suite and online it looked like a completely separate living room with a door separating the two rooms but it wasn't. When I called and spoke to Rita (very rude) she said that is just the way it is and the internet isn't accurate.

Secondly - I lost my sunglasses at a Resturant they recommended and I had to literally ask the hotel like 10 times to help me call them to check. each time they never got back to me.

Third - they never cleaned our room!!!!! Rita told me it was my responsibility to tell them when to clean my room. Horrible.

Fourth - everytime I asked them for help they always always took the 3rd or fourth time to get an answer.

The location is nice.

The rooms are average.

The staff are generally horrible.

I would not return. There are better hotels but I was hoping for the best since they are part of the small luxury hotel group.

Stayed: March 2014
8  Thank Richard L
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Andrea D, Direttore at Hotel Ai Reali di Venezia, responded to this reviewResponded 20 March 2014

Mr. Leong,
I'm not used to reply to the feedback of the customers, because I think that everybody has the right to say what he thinks, but it should be accurate.
I would like to reply to your comments:
- you did not book a suite, the reservation you made was for a Junior Suite and you ceratanly know that there is a difference. If you though to have reserved a suite, why you did'n ask for some clarifications at the check-in ?
- we called the restaurant 3 times to make sure they found your sun glasses and you still complain to us. May I know why the hotel should be involved ?
- at the arrival we clearly ask you to remove the room key card when leaving the room, giving the chance to the chambermaids to know you left the room. Unfortunately you never did it and we are used to not disturb our clients. When you asked info about it (by email), we immediately send the chambermaid to clean the room, we apologies for this incovenient.
- you always ask for info or help by email, even if present in your hotel room. I could send a copy of your 100 emails sent from your room to anyone who will need.

For all tripadvisor readers, please, feel free to contact me if you need any clarification.
Andrea Doria
Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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738 - 744 of 1,431 reviews

Reviewed 8 March 2014

We stayed in a Junior suite overlooking a small canal. The room was fabulous. Very comfortable with a very nice lounge and large bathroom with both bath and walk in shower. Room was quiet with the windows closed. There is some noise early morning from the boats on the canal, but double glazing keeps that out. Only criticism of the room was that there were no hooks in the lounge for hanging up outer coats, or in the bathroom for the bathrobes. Very small points, but it was irritating.

Breakfast was a buffet and was also good. Hotel's position near Rialto and 5 minutes from San Marco is amazing.

Overall - Excellent. We saw on their website that there is a discount for Nozio Travellers, which you can join without charge.

Room Tip: We had a Junior suite overlooking canal (room 310) which was amazing.
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  • Stayed: February 2014, travelled as a couple
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3  Thank Peter M
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 8 March 2014

We stayed for a long weekend in February and had a wonderful time. The hotel is ideally located very close to the Rialto bridge, but is in a quiet area. Our room was impeccable, gorgeous decoration and amazing high ceilings, and very large for a city centre hotel. The breakfasts at the hotel were great, especially the delicious pain au raisen! The staff were very welcoming and helpful. We ate at the restaurant one night and it was very reasonably priced for some very good food indeed. We will certainly be returning to this fantastic hotel.

Stayed: February 2014, travelled as a couple
1  Thank Carley L
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 7 March 2014

Stayed at this hotel during the February to March Venice carnival . Having stayed in Venice many times in 4 and 5 star hotels this is by far the best to date. Stayed in a deluxe room which was large by Venice standards, extremely clean and comfortable beds, important as my wife and me have delicate backs. Staff were very helpful and polite. Restaurant food was superb although this was a carnival special meal .
The spa was very nice and clean. Bar was well used in the evening for sure.
Well positioned for shopping, San Marco and Rialto.
We're going back to Venice anyway but were going there next time

Room Tip: A deluxe room is ideal, no need for any canal views we had room 105 1st floor
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  • Stayed: February 2014, travelled with family
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Thank Keith B
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 6 March 2014

We stayed 3 night in this wonderful hotel.
Very nice rooms, great interior (venetian style), nice and calm common areas. Good ad quite breakfast area.
Wonderfull, quite and neat welness area (20eur) and great massages.
Very friendly hotel people.
All you need for a romantic stay in Venice !

Stayed: March 2014, travelled as a couple
1  Thank Laurent V
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 6 March 2014

Warmly greeted on arrival, our bags were whisked away, whilst we were escorted upstairs to our suite (room 103). Initial impressions were extremely positive – a large, luxuriously decorated room with high ceilings, ornate glass chandeliers, marble bathroom and a balcony overlooking the canal. A couple of glasses of complimentary Prosecco and some nibbles were also a nice touch. All the common areas in the hotel were immaculately clean, well presented and spacious. Staff were friendly and efficient, although other than in the bar and restaurant we had little need to interact with them. Breakfast was good, but not exceptional – plenty of very good cold buffet items, fresh hot tea and coffee, but limited if you wanted something cooked. We enjoyed the hotel bar in the evenings, although other than the Saturday night we were generally the only guests that used it. There is a pianist/singer in the bar on Saturdays (and Tuesday I think), and he was great entertainment, engaging his (small) audience without being too obtrusive. Overall a fantastic place to stay, in an excellent location, and completely recommended - especially room 103.

  • Stayed: December 2013, travelled as a couple
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2  Thank rp0263
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 2 March 2014 via mobile

Beautiful rooms! Especially suite 104. However, somewhat hard to find the hotel from St Markus Square - as so many small lanes - and still stayed in Venice more than 20 times. Favorite hotels include Danieli and Europa & Regina - with fantastic view over the lagoon!

Stayed: March 2014
1  Thank peter778899
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Additional Information about Hotel Ai Reali di Venezia

Address: Castello, Campo della Fava 5527, 30122 Venice, Italy
Region: Italy > Veneto > Province of Venice > City of Venice > Venice > Castello
Amenities:
Bar / Lounge Free High Speed Internet ( WiFi ) Restaurant Room Service Spa Suites Wheelchair access
Hotel Style:
Ranked #40 of 385 Hotels in Venice
Price Range: £165 - £615 (Based on Average Rates for a Standard Room)
Hotel Class:4.5 star — Hotel Ai Reali di Venezia 4.5*
Number of rooms: 32
Official Description (provided by the hotel):
Hotel Ai Reali is located in Campo della Fava, a small quiet campo, few steps away from Rialto Bridge and only 5 minutes away from St. Mark’s Square. It’s a fantastic central location for who wish to discover the most real Venice. Experience the thrill to visit the old fish market early in the morning or have a cappuccino staring the Rialto Bridge, walking only moments from your hotel.The palace has been the residence of family Reali, a noble family who became rich with the trade of the sugar. The seal of the family is a double crown, the same crowns you find in the hotel logo. The Hotel is overlooking a canal and it has its own water entrance. Customers can easily arrive or depart by private transportation. In case you prefer to user the public transportation, the ferry stop of Rialto is only 150 metres away. Ferry line “Alilaguna” arriving and departing from the airport also stops in Rialto.The Hotel Ai Reali is a 4 stars hotel S offering all the services you normally find in a 5 stars, including the restaurant “Alle Corone” serving Venetian food with home-made pasta and pastry, a comfortable bar, a bar in the garden (open in summer),A wine cellar, a gym, a great “Reali Spa” with Jacuzzi, steam bath, sauna, emotional showers and a massage center. The products used in our Spa are provided by Vitalis a brand “total nature” well known in Italy.Regarding business, Ai Reali, offers a congress center with a big salon for 75 people, with wifi internet connection and if your dream is a great wedding in the most romantic city of the world, don’t miss the chance to ask our assistance, we are ready to arrange the wedding of your dreams, including the ceremony in the beside church, reception, gondola or boat transportation, lunch of dinner in any style, wedding make up and spa treatments. The decoration of the hotel and the rooms is classical Venetian with a lot of antiques and all bathrooms are full marble in different and elegant colors. The floors have been totally restored, you will really feel like to be in the 18th Century. ... more   less 
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