Luxe in Venice

Overall the 2 room unit is shabby, dated and in dire need of upgrade. Not worth what is being charged nor worthy of its 4* status. Passed its former glory. The unit has a musky smell that likely came from the mold that can be seen from the ceiling and walls. One of the room windows can’t be opened and in precarious state. We arrived at the address listed in trip.com hotel booking confirmation around 10.30pm but was told we were at the wrong building. Later we learned there were 7 blocks under this Luxe in Venice management. We were instructed to wait for someone to take us to the right block. A middle age lady and a young man appeared & guided us to the right block through a car park and roads with our luggage. The lady expressed her annoyance at us for going to the wrong block despite showing her we merely followed the address on the hotel booking. The unit’s actual location turned out to be on a different street in another building. Our nightmare didn’t just end there. After the lady checked us in, she bolted out of unit after taking 2000baht deposit without passing us the unit’s key. As it was already past 11am and tired out from our hours of road travel, we were terribly exasperated having to deal with the issue. Had to reach out to trip.com for help as no one was picking up our calls. With trip’s help, someone finally called after 1/2 hour’s wait, apologizing for their oversight. She Informed us the key is in one of the drawers in the master room. How in the world will we know the unit’s key is inside a drawer right! Unfortunately no key could be found where it was supposed to be. Once again had to call and explain our situation. Finally after 12.30am, same lady who checked us in came. The moment she arrived she dashed straight into the master bedroom without seeking our permission & rummaged through the wardrobe. My brother was upset as his personal belongings - wallet, cash, watch & credit cards were all there. Found her extremely rude and unprofessional. When she too couldn’t find the key in the master room, she dashed out into the living room and went straight to the TV console and finally found the key in one of the drawers. When we requested for another set of key, she replied policy is only one key. Told her this wasn’t stated in booking condition. As we had to go our separate ways for errands the next day, we found it greatly inconvenient. In the end we checked out the next day due to the inconvenience, unprofessional service & state of the unit. Thankfully with the help from trip.com, I was able to get some refund back. It was my worse accommodation experience to date for 4* rating stay.

Very accommodating and the staff is very clear

Hotel experience in Luxe in Venice was good,the room was spacious,clean ,and amenities are worth especially when you have kids,5 star for me,i will recommend it to my friends.