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Reviewed 18 August 2017

first time to Venice and was very pleased with this hotel choice. we took a private water taxi from the airport directly to the hotel. definitely worth the extra money. the view from the bar terrace was incredible on directly on the grande canal. it was a very short walk to st. mark's basilica and the square. we would definitely recommend this hotel.

  • Stayed: August 2017, traveled as a couple
    • Sleep Quality
    • Cleanliness
    • Service
Thank r11satl
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
exeoff, Manager at The Westin Europa & Regina, Venice, responded to this reviewResponded 18 August 2017

Dear guest,

Thank you very much for choosing the Westin Europa & Regina for your first stay in
Venice and for taking the time post your review on TripAdvisor.

We are delighted to read you had a great stay, enjoyed the water taxi ride from the airport, the view to the Grand Canal, and the hotel’s unrivalled location in the heart of Venice.

We hope to have the opportunity to welcome you back soon.

Warm regards,
Guest Experience Team

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed 17 August 2017 via mobile

On a tour to Europe, Venice was the highlight of our trip. We had been to Venice many times and for this trip we wanted to relax and enjoy the atmosphere. No queuing to visit this or that just a bit of Dolce Vita. We chose our hotel carefully and our room as well. We wanted Grand Canal views and big windows to soak in the daily life on the Canal. A balcony or a terrace would have been great. We very often book on hotels.com and have always been satisfied. Price not being an issue we chose a lovely room that met our criteria at the Westin Europa and Regina. The room had it all, spacious, full of light from the big windows, a balcony and Grand Canal Views.

You would imagine our disappointment when we checked in and were told we had no balcony nor a terrace. The lady at the reception noticed our disappointment and promised her best to give us a lovely room with Grand Canal views as booked. She was very pleasant, friendly and understanding.

It got even worse when we saw the room. It had absolutely nothing to do with the room we booked. Yes, it had the Grand Canal view, lovely view actually and a corner room on top of it but it didn't have the size or the luminosity of what we booked. On top of it, it was on the first floor and for security reason the windows were locked.

We know rooms in hotels can differ from the pictures posted but we had taken the time to review all the rooms at the hotel both on the website of the Westin as well as hotels.com and paid the price for the room we booked. We were very disappointed.

Several emails to hotels.com went unanswered. Actually, their support service is useless. They answer pre formatted questions but there is no way you can send them an email with your own text. I am still waiting for an answer to my emails and don't expect much anymore. For a Gold client that is a major disappointment. No feedback at all, nothing. I would rate their service support as zero.

The good news came from the Westin management. The General Manager called first thing in the morning to apologize. This being Mid August, the hotel was fully booked. He reiterated that one should not rely on pictures of rooms as these are for illustration only. There is only one room in the hotel, one that corresponds to the room hotels.com published for the category we booked.

He agreed to unlock the windows and suddenly the Grand Canal came to life in our bedroom. I could hear the Gondolier singing O Sole Mio all day long. He sent us a bottle of Prosecco, fruits and went out of his way to make our stay as pleasant as possible. The concierge services were top booking restaurants and water taxis. Breakfast on the terrace was charming. All in all a stay that started with a disappointment ended being very enjoyable.

It is telling how service is understood very differently by different organizations. A five star rating to the Westin, the manager and his staff for an outstanding service and no rating at all for hotels.com who have zero understanding of client service.

Stayed: August 2017, traveled as a couple
Thank Taipan888
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
exeoff, Manager at The Westin Europa & Regina, Venice, responded to this reviewResponded 18 August 2017

Dear guest,

Thank you very much for choosing the Westin Europa & Regina for your stay in Venice and for taking the time to post your feedback on TripAdvisor.

We are delighted to read that in the end you were able to fully enjoy your stay with us as well as your wonderful room with the view to the Grand Canal.

It is encouraging for us to learn that the hospitality service of our staff made your stay live up to your expectations.

We hope to have the opportunity to welcome you back soon.

Warm regards,
Guest Experience Team

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed 16 August 2017

My husband and I visited Venice at the end of July 2017. We chose this hotel because he is a rewards member, so price wise it worked for us.

We took the Alilaguna water bus from the airport to the nearest station (St. Giglio). Very comfortable ride, and although you'll have to know which streets to walk before hand in order to get to the hotel, it was easy. Few steps here and there, but otherwise not bad. I did see some guests arrive in private taxis directly to the hotel.

Location: Very close to St. Mark's Square and everything you really need to see in Venice! Lots of amazing restaurants/bars (both famous and regular), were VERY close by. I was very pleased with the location. Very quiet as well. Amazing views of the canal and the Basilica di Santa Maria della Salute.

Room: We were upgraded to a bigger room. Bed was comfortable. Bathroom was huge. Very quiet. Very clean. Very big walk-in closet and safe. I didn't see an iron/ironing board, so I assume you have to ask them for one if you do want to iron something. We unfortunately did not get a view facing the canal (but we hadn't asked for one, was just hoping we'd just get it).

Staff: Extremely friendly and knowledgeable about getting around Venice and what to see (Tip: if you want to see nearby attractions before huge lines, wake up early and go! Well worth it!)

Restaurants: We had one dinner at the restaurant at the hotel. We reserved a table the day before. The manager was very helpful and let us choose the table we'd like to sit at. It had an amazing view of the Basilica and the canal from evening and at nighttime when everything is lit up. Had a glass of prosecco each which was delicious. The food was average. Wasn't my favourite, but it wasn't terrible. I think my husband enjoyed it more because he's non-vegetarian, and I'm vegetarian. But it was freshly made, nice bread basket before hand as well. Still water is expensive!

Overall, the hotel was VERY clean, staff was amazing, and the location is just perfect to walk around on your own. Very high end fashion stores nearby if that's your thing. Very safe place.

Room Tip: Get a higher room facing the canal. They would have an amazing view, and some have balconies.
  • Stayed: July 2017, traveled as a couple
    • Sleep Quality
    • Rooms
    • Service
Thank dyvyneim
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
exeoff, Manager at The Westin Europa & Regina, Venice, responded to this reviewResponded 18 August 2017

Dear guest,

We are delighted to read your comments and we would like to thank you for posting them on TripAdvisor.

It is very encouraging for us to learn you had a wonderful stay with us and appreciated the hospitality service of our staff, especially from our Concierge and our Restaurant InAcqua.

Indeed the hotel is located very close to St. Mark’s square, it is a marvelous location in the heart of Venice.

We hope to have the opportunity to welcome you back in the very near future.

Warm regards,
Guest Experience Team

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed 14 August 2017

This hotel is the perfect getaway when visiting one of Italy's most iconic cities and I'm enjoying every moment. The staff is very professional and friendly, and they'll assist you in any way. The hotel's classic interior gives a cozy feeling and makes you indulge in Italy's vibrant culture as you enjoy watching the Gondolas and water taxis from your hotel room if you're lucky or from the restaurant. It's worth the money.

  • Stayed: August 2017, traveled with friends
    • Value
    • Cleanliness
    • Service
Thank missiontravel2016
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
exeoff, Manager at The Westin Europa & Regina, Venice, responded to this reviewResponded 18 August 2017

Dear guest,

Thank you very much for choosing the Westin Europa & Regina for your stay in Venice and for taking the time to post your fabulous comments on TripAdvisor.

We are delighted to read that you enjoyed the wonderful view to the Grand Canal and appreciated the professional and friendly service from our staff.

We hope to have the opportunity to welcome you back soon for another wonderful true Westin experience.

Warm regards,
Guest Experience Team

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed 13 August 2017 via mobile

I stayed at this hotel this week and it was top class. The staff were so helpful and friendly, the room itself was wonderful, big and bright and very spacious and clean. The location was great also. I will definitely consider staying here again.

Stayed: August 2017, traveled with friends
Thank Shauna M
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
exeoff, Manager at The Westin Europa & Regina, Venice, responded to this reviewResponded 16 August 2017

Dear guest,

Thank you very much for taking the time to post your wonderful comments on TripAdvisor.

We are delighted to read about your wonderful stay and that you enjoyed the hotel's great location in the heart of Venice, which is indeed close to many major sights.

It is encouraging for us to learn that you appreciated the comforts of your room as well as the helpful and friendly service of our staff.

We hope to have the chance to welcome you back soon at The Westin Europa & Regina.

Warm regards,
Guest Experience Team

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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