"Just can't believe how a 5 star hotel would not do the right thing after placing us in a room that was above an incredibly loud, pulsating wedding reception that lasted until close to midnight. We paid over $1000 per night and expected to have a great stay. Instead, on our first night, we enter to find the entire room shaking from an incredibly loud wedding reception below us. The bass was pounding as if someone was jackhammering in inside.
I seldom, if ever, complain about such things, but for the price I paid and volume of the music banging into our room, I called only to be told, "It will end around 11:30pm". So here you have a 5 star hotel, knowing a wedding will be taking place and yet still placing their guest in a room directly above. The music finally stopped about 11:45pm at which point we both had headaches. We weren't able to get to sleep until after 2am when we were finally able to relax and have the painkillers kick in. To top it off, we had an early am tour of St. Marks and the Doge Palace booked. To say we were a bit off that next morning is an understatement.
Okay, so a hotel like this will do the right thing and refund some of that $1000, right? Oh no... after asking to see the General Manager a number of times and being told they weren't there or to try later, I was sent a bottle of sparkling wine. Seriously? That's more insulting than helpful. I then sent an email to the hotel explaining my disappointment. The response? Oh wait, there was no response.
The hotel is beautiful. The location is perfect. But their resistance to refunding any part of the first night's stay for a situation they had to know ahead of time was going to happen is just unacceptable for a hotel such as this. First priority of any hotel is to provide a good night's sleep. The Baglioni Luna failed miserably in that regard. A Motel 6 would have a better night's sleep. Stay here if you like, but just be aware."
