Super Frank

Review of Hilton Molino Stucky Venice

I am a frequent traveler/Hilton Diamond level and ...

I am a frequent traveler/Hilton Diamond level and have a pretty high thresh hold of understanding. This property is very poorly run. Just stand at the front desk and you'll hear someone with a legitimate issue. The conversation overheard at the pool between three couples who are also diamond members reflected my experience.

My stay was 4 days. Here we go:

1. Breakfast. A disgrace in both food and service. We politely asked for coffee when we sat down. The waiter said we already has coffee (ah, no) and walked away. We were told that water was at the buffet. Service was off the charts inexcusable. Michele, the host, came by and saved the day! As for the buffet food, really greasy bacon, soggy waffles and pancakes, runny eggs, and overcooked/burnt croissants. Even with breakfast included, we passed.

2. Room door locks. Returned to room at 1 am after a night of celebration. Room key did not work. Engineering has to be called to reprogram lock. DId not bring machine so had to go back for it. 30 minutes to get into room. OK, things happen but.... Repeat next day at 4.30 pm. Same scenario plus yet another 30 minutes in hall.

3. Bathroom. Water pressure was so low it was difficult to get shampoo out of your hair. The floor drain was clogged and flooded the bathroom. No tissues which took 3 days and 3 requests to get.

4. Laundry and dry cleaning. Pants were marked for dry cleaning. They washed them! Not pressed and smelled like the rest of the laundry, not dry cleaning.

5. No luggage rack in room. Again 3 requests with response, "We are sending it up right away." Finally.

6. Room thermostat keeps the room warmer than what you set it at. Never got down to 21c with fan on high or automatic.

7. Pool closes early for rooftop party. No issue but NO advance notice.

8. Welcome letter says the hotel's owner went into receivership and looking for a new owner. Now how reassuring is that? Found out the hotel was sold to a new owner but they didn't update the welcome letter since 2015. Details.

The pool is amazing as is Sky Bar. You don't need to stay there to use the pool. Just say any room number for a towel and enjoy!

I did not ask for any adjustments or compensation. I rarely say I will never return to a property. Never is a big word. This property gets "never" unless it becomes a Marriott.