Carlton on the Grand Canal

by BP
(California, USA)

Unfortunately, this hotel should be avoided at all costs!

Five nights were booked from 10/03/2024 to 10/08/2024. When we arrived, the hotel lobby looked like a 1-star hotel.

It was dirty, with stains on the furniture and carpets, torn chair upholstery, etc. The front desk staff were nice but looked unkept, with dirty uniforms, undone ties, etc., and we were very concerned at the first impression.

We booked through our travel agent and paid for the five nights in advance. When we received the key and went to the elevator, it sounded like it would not reach the upper floors.

The hallway carpet was filthy and stained beyond belief. The room was small, which is fine and expected, but again, stained carpet, worn bed linens, and chipped and worn furniture.

The bathroom was even worse. Mold was all over a window ledge, and a shower door was falling apart. There was also hair on the floor!

We immediately decided it was a health risk to even stay in the room. We returned to the desk and explained why we wanted to leave and explained why. We asked for a refund.

They offered to help us find another hotel and get us a water taxi. The front desk clerk alluded they would refund the money but that he couldn't do it at the hotel since it had been booked through a travel agent, but they could call for a refund.

We called our agent, sent them pictures of the hotel, and got a reservation at the JW Marriott, which was fantastic.

It has now been nearly three weeks, and the hotel is refusing to refund the money. Their website shows fantastic pictures that are not representative of the property. This is nothing more than a bait-and-switch scam. It looks like they survive on low-end tour business. We are looking for high-end accommodations, and this hotel couldn't be farther from that.

Stay in other accommodations to save yourself from having your trip to Venice ruined. I have honestly traveled the world and stayed in all types of hotels, some better than others, but I have never left one for fear of my health.

I am from the United States and am not sure of the laws in Italy, but in the US, health inspectors would close this hotel because of the mold and other issues. It should not be allowed to remain in business.

Venice was a fantastic city and I will be going back and have been to Italy multiple times and will be going back. But please avoid this property and hotel chain at all costs!

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Hi! I am Rudmer. I'm a huge fan of Venice and one of its happiest regulars—always exploring with a big smile! My motto? "Keep discovering!" I love meeting the locals and hunting for the best tips for visiting this magical city. Let's discover Venice together! 🌟

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