"Modern hotel but service can be improved"
We stayed at NH Laguna for one night with a tour group. Pros: Rooms are modern and brightly lit (which we like), nice gym and the outdoor sitting areas near the water is pleasant. The hotel is within a short drive to the pier to Venice. There is also a large supermarket within 10 minutes walk from the hotel. Cons: Front desk staff were a bit confused. 1) Since the hotel has 2 wings, our tour guide already checked with the reception to confirm if we were at the right wing before letting people get off the coach and unload the luggage. It turned out that it was the wrong wing and the entire group of 28 people had to drag their luggages and walk outdoor to go around the block to the other wing. 2) our group were leaving the hotel at 8:30am but we were locked out of our rooms by 8:00am 3) We had dinner at the hotel restaurant and were underwhelmed by the quality of food - suggest you eat elsewhere else.
"Such a beautiful hotel !"
We loved our stay at the Laguna Palace. The service was really friendly, the rooms were large and very clean. The breakfast had a big variation of everything (fruit, fresh ham, cheese, juices). The view into the harbour was amazing and the lounge outside was very relaxing - we would love to stay there again :)
"Dismal customer service; ackward layout; rooms are OK. Keep looking."
We used an app to book this hotel the night before a flight from the Venice airport. My husband dropped me off to check-in and first thing I noticed upon entering a beautiful lobby was the sewage stench. This was bad enough to make me considered running out of the place, but I decided to checked it out. There were about 3 young ladies behind the Front Desk, only two customers. Two of the hotel attendants seemed busy discussing what was obviously a personal matter and the third one was busy been extremely rude to the other customer. Not a good sign. Finally, one of the attendants turned and, without even looking at me, proceeded to pound the computer. She went about the whole think as if a robot, this woman did not even looked at me. Perhaps the most horrendous Front Desk personnel I have come across after visiting 50 countries+. Total divas. My husband, a wheelchair-bound person, had requested a wheelchair accessible room, which we got. The room was in the next tower, the last corner room in the floor. The room was comfortable, not large, but certainly clean and accessible. The bathroom door got stocked and we could not opened it. We had to called a service person who came in with tools and was able to opened the door. I cannot recommend the restaurant; we did not eat there. We had a rental car and when I asked for parking options the Front desk looked as if I had used all the minutes allowed for service. Just horrendous. These ladies need to do something else; hotel clerks seemed a bit above their skills level. I would NOT stay here again.
"Ignored on check in"
Arrived at the hotel to wait around 15 to 20 minutes to check in, yes the receptionist was busy but no acknowledgement or apology or attempt to contact more staff who seemed to be sitting in an office was made. The room itself was ok, large but a little dirty. Easy location to get the bus into Venice, however to get the information was another long wait at reception!
"Bad customer service."
No welcome upon checking in. The staff were a little unfriendly. Upon asking them questions on where to go and directions they looked at you as if you a bother. Poor customer service. No smile and they disliked that we booked with a 3rd party. They even put us in a disabled room without a bath, even though we claimed no disability. Maybe again, because we were discriminated again by booking through a third party. Bit of confusion with the breakfast also. We were told breakfast was included upon checking in, for us to show up the next morning at the restaurant and be turned away because there was a 'mistake' and breakfast was actually NOT included, confusingly enough. Little disorganised really. And again, dealing with this complaint, staff were unfriendly. I mean, I work in a customer service based establishment also so all I can say is, if you aren't happy working in a hotel then...leave' We will not be returning here again, next time we will pick a hotel that is customer service friendly and a tad more organised.
Credit cards accepted by the hotel: Visa - MasterCard
Check-in: 3:00 PM , Check-out: 12:00 PM