Baglioni Hotel Luna

"Arrived to the hotel by private boat… great first impressions and initial warm welcome by front desk staff. Escorted to our Deluxe Suite we were pleasantly surprised by the large size of the room. Our first service disappointment came as soon as we checked our bed for the 2 x firm pillows were specially requested on our booking… fail! So we had to request these again and wait (highly annoying after arriving after a 30 hour journey). Next service issue came during breakfast in the grand ballroom… what a magnificent setting for breakfast…. Sadly let down by unfriendly and untrained staff. On both days, we ordered a simple request of soft poached eggs with no bread / toast and no hollandaise sauce… on both days the egg order came to the table wrong. The only positive service we experienced during our stay was at the hotel bar… make sure you ask for Rocco… what a wonderful young man! He goes above and beyond to make guests feel welcome and makes a wonderful Venetian Spritz! Thank you Rocco. If you do choose to stay here, lower your expectations… the rooms are quaint but not without fault… very low lighting (except in the bathrooms)… the light switches are all confused… TV does not work… WiFi is shocking. But this hotel does offer a great location!"

"Our stay at this prestigious Leading Hotel of the World was disappointing. The hotel is in a superb position just a few steps from St Mark’s Square. Check in was quick, efficient and very welcoming. Having booked a Deluxe Double Room, we were escorted in the elevator to Floor 2A from where we journeyed along the length of the property and in stages, down 22 steps and round the corner to room 162. On the way we protested that at over 70 and with various ailments (I am registered disabled due to back problems) we would prefer a room with fewer stairs but the porter told us firmly that the hotel was full. Although this room possessed all the trappings of a fine double room, it faced onto a back lane, the windows were covered by beige coloured net curtains full of holes and the room was dark and gloomy with no endearing features. The bathroom was fine. Most of the TV channels weren’t tuned and we received a message saying satellite not connected - so we couldn’t even watch the news. The room wifi was extremely slow. Bearing in mind the high cost of this premium hotel, we were really disappointed in the room we were given. The hotel bar, opposite the main reception, was a lovely area and we enjoyed spending time there. The hotel has some breath taking public rooms although many of the upholstered sofas were roped off to prevent their use. Breakfast was served in a breathtaking room with painted ceiling and ornate paintings although the chairs and tables were modern and did not seem to fit in. It was disappointing that it was a 15 minute wait for delivery of our hot drinks which we like to have with rather than after our food. When my wife asked the manager about the delay she was admonished as being impatient and told that they were very busy. The same manager later apologised and we subsequently received an email apologising as well! But the point is that the hotel should appoint and train enough staff and only book in the number of guests they can cope with. The breakfast buffet was excellent with plenty of choice and nice fresh items but they also ran out of certain food items such as croissants. My hard boiled egg had a grey yolk, the shell fragmented into tiny pieces and it was unappealing to eat - I wondered if it had been correctly prepared. Overall, this hotel failed to hit the mark and we would choose to stay elsewhere in future."

"Unfortunately disappointing and not recommended For a hotel of this category, the stay was unfortunately disappointing. 1.5 hours waiting time for the room, plus a room that smelled strongly musty. A room change was initially refused and only made possible after a long discussion. Even with simple requests like drinks on the terrace, the service was unnecessarily complicated."