Excelsior Venezia Lido

We come every year for the Venice Film Festival, and I’m an actress. We’re staying at this hotel again this year because we love everything about it. Can’t wait! Thank you so much, Gizele Tavares, journalist, actress and model

I can't believe this dump is considered a five-star hotel. The pictures online are beautiful, but inside it felt completely run down, with dated decor that looks like it could be from the 70s. Carpets were stained in the common areas and rooms, and doors, moldings and baseboards were chipped and missing paint. It needs serious maintenance, really a full renovation. Every shower flooded the bathroom, and housekeeping didn't wipe down the bathroom or main room. There was no turndown service. The staff were rude when I tried to get the balcony room from my reservation. They said I hadn't booked one and demanded written proof. My travel agent had to track down the booking while eight hours behind me, at 3 am their time. I just wanted to leave, but the hotel wouldn't credit me for the room, which cost $5,000 for four nights. Even after I showed written proof with a picture of a room with a balcony, they wouldn't issue a credit. They gave me a dated, stained-carpet, beat-up room with a balcony instead. No apology or compensation, nothing. Basically the worst hotel stay I've had. Buyer beware.

This was our first stop in Italy, and it set the bar high for the rest of the trip. My husband and I loved the hotel, our sea-view room, the pool and the breakfast. We visited off season, so the cabanas weren't ready. If they had been, it would've been beyond our idea of a perfect stay. The concierge was helpful and polite, our room was cleaned daily, and when we had trouble with the safe, the staff were incredibly helpful.

The location is quieter and a little removed from central Venice, which suited us. There aren't many restaurants nearby, so we generally ate in the main Venice area before coming back. The shuttle was handy and runs late into the evening, though it sticks to its schedule, so arrive at least five minutes early. We were welcomed with chilled prosecco and fruit in the room. Staff were friendly, attentive and helpful, and our room was spacious with very comfortable beds. The bathroom looked a little dated beside the rest of the room, but it was clean and everything worked. Breakfast had lots of choice and good-quality food. The architecture is striking, with historic details and subtle Middle Eastern influences. A lovely blend of charm, comfort and service for a quieter stay near Venice.