My experience at this hotel in Venice was very disappointing, especially the clear discriminatory treatment I received at the front desk during check-in. The check-in process itself wasn't slow when handling Chinese/Asian guests; it took about two minutes. However, with Western-looking guests holding Western passports, the front desk staff would engage in long, enthusiastic conversations, showing no urgency even with a queue forming. Based on my observations from sitting near the front desk for about half an hour, there were always more than three people waiting in line, yet the staff made no effort to manage the check-in time efficiently.
What made me even more uncomfortable was that Asian guests usually had to approach the desk themselves and ask, 'Excuse me, can I check in?' while Western guests were warmly and proactively invited to the counter. Despite booking the same room type, the Asian woman in front of me and I were both told our rooms weren't ready, but subsequent Western guests were informed their rooms *were* ready. When a French guest checking in before me, the front desk even offered a complimentary one-hour late checkout. Yet, when we inquired about it ourselves, we were told there would be a charge for late checkout. There was no phone in the room to contact the front desk, so we had to go down ourselves to ask for an extra blanket, only to receive a mattress instead – very unprofessional service. Overall, the experience was terrible, and the discriminatory treatment towards Asian guests was particularly unsettling. I do not recommend this hotel.
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