BW Premier Collection CHC Continental Venice Hotel

The room was good and the location amazing, but we were very disappointed by the staff's attitude. After our passports and all our credit cards went missing in Venice, my husband and I were desperate. We don't live in the EU or our home country, needed to contact two embassies, and had a flight back on Thursday. This happened on Sunday. We know the situation wasn't the hotel's fault, but some empathy would have helped. We explained everything, yet were told we couldn't stay without valid ID. The only ID I had was a residence card from the country where I live, and the staff said, “This is nothing in Italy.” I understand the rules, but it was still valid ID. At first they said we couldn't sleep there without our passports, even though I'd paid. Thankfully, we found a photo of our passports on my phone and were allowed to stay. After that, the staff still didn't seem friendly. Imagine your own daughter in that position, with no money or passport and no way home, facing a night on the street. Would that be okay?

The staff were friendly and helpful. One woman at the front desk even remembered our room number after our first night, which was impressive. The room was fine, if a little in need of more furnishings, and it had slippers, body lotion, shampoo, and bath soap. The location is hard to fault: it's a ten-minute walk from the train and bus station, and you don't have to haul luggage over bridges. For a hotel in this price range, I'd certainly recommend it.

The location is the one good point here. For a four-star place, the service and quality didn't feel up to standard, and I don't think there was much benefit to staying two nights. They provided water only on the first day, didn't leave another tea bag for day two, and the Deluxe room had no sofa despite one appearing in the photos. They also steered us toward their own restaurant when we asked about local places.

Adrian recommended a lovely wine that I really enjoyed, and Lavinia got us a great seat at the restaurant. The chef's food blew us away: the best bruschetta, steak, and lasagne we've ever had. The hotel location is fab, and the staff were so friendly and welcoming throughout. We loved our stay, highly recommend both the hotel and restaurant, and want to thank everyone for looking after us so warmly xx