Orient Express Venezia

The concierge was the most disappointing part of our stay. They strongly encouraged us to book the islands tour through the hotel instead of going on our own. After a warm welcome, we were taken straight to very expensive shops. On Murano, we met an important local artist whose work was amazing, but even his smallest piece cost €3,800. We felt bad that we couldn’t buy anything. The shop visit took so long that we missed the glass museum, even though I’d already bought tickets. In Burano, we went to a lovely lace shop and chose a small item for “only” about €200. The woman seemed visibly disappointed and immediately turned cold. We also had to return to these shops to get transport for the next leg. It felt like either a commission-driven tourist trap or a clumsy attempt to promote traditional Venetian crafts. It’s disappointing for a hotel of this caliber to steer guests into this. I’d strongly suggest they stop, or at least explain in advance what guests should expect. The palazzo is stunning, and the staff were generally nice. A few were especially warm and welcoming, including the lady in the second picture, and she alone earns an extra star from me. Still, there were room issues. The electronic blackout curtains were broken, and closing them manually still left a gap. A light buzzed so loudly that at first I thought music was playing, and the outlets had poor contact and would intermittently lose power. We told the hotel, but nothing was fixed and no solutions were offered. New or old hotels can have technical problems, but they should try to address them. The layout was awkward too. A freestanding cabinet column sat away from the wall right in the narrow path through the room. We kept walking into it at night, and it hurt 😂. Other than those issues, things were pretty nice. Hopefully they improve as the property matures.

The staff were impressively well trained for a hotel that had only just opened. They were very polite and went out of their way to make my stay good. The concierge team deserves a special mention for arranging trips and recommending excellent traditional restaurants. The old Palazzo took more than eight years to renovate, and the result is stunning, with details everywhere. It’s in a quieter part of Venice, under a ten-minute walk from Rialto bridge and about 15 minutes on foot from San Marco. The rooms are spacious by Venice standards, with modern comforts that still keep the Orient Express Spirit alive. I especially liked the bathroom, the shower and the discreet built-in speakers. I highly recommend experiencing it in person, and I’ll definitely return.

Our two-night, three-day stay was truly memorable, and we’d happily return or recommend the Orient Express Hotel. I had worried about booking somewhere so newly opened, but there were only a couple of small teething issues. My husband wanted to smoke a cigar, but the hotel had neither a cutter nor an ashtray for one. We also couldn’t get the room as cool as we wanted. The concierge team were brilliant from before we left the UK, helping with transfers, dinner bookings and all my questions. At lunchtime on arrival, they found us a great restaurant even though it was about to close, got it to stay open and personally walked us there. Their suggestions throughout the stay, from restaurants to boat trips to Murano island, suited us perfectly. I’d trust their advice on where to eat. I think they’re among the best concierge teams at any luxury hotel, on a level with my favorite team at the FS Florence. The hotel and its restoration are beautiful, elegant and luxurious. It’s discreet, with no flashy sign; the smartly dressed doormen are the only clue that something special is beyond the short path from the street. Arriving by private water taxi at the hotel’s own dock was special too. We booked a Superior room and got upgraded to Deluxe, with lovely linens and a beautiful marble bathroom. The lighting and sound system were easy to use. I love an unpacking service, and they asked exactly how we wanted it done, even whether my husband wanted his shirts arranged by color. I wish they’d brought more hangers, since some things I wanted hung up ended up folded in drawers. I’ll remember to mention that when I request the service next time. At the moment, I believe the hotel is open only to guests, though it may open to the public in a week or two. Having guests only gave it an exclusive feel that we loved. There were lots of thoughtful touches, including pretty turndown gifts like silk eye masks, Guerlain products in the bathroom, and convenient WhatsApp communication. The breakfast and bar teams were friendly, attentive and genuinely lovely. Do try a cocktail: their Aperol Spritz are huge, just how I like them, unlike the tiny ones at the St Regis. They also serve espresso martinis in chilled glasses, a brilliant touch. I’m an Accor Gold member, and the 2:30 pm late checkout made things more relaxed. We had to ask for it, but appreciated it.

The restaurant food and breakfast were good, and Daniela gave me an exceptional massage. I’m usually skeptical of hotel massages because I prefer physiotherapists, but she absolutely deserves the highest rating. The suite is outstanding, very spacious and beautifully put together, almost like a museum. The high ceilings and historical frescoes really stand out. There’s a great mix of old character and modern style. The hotel itself is full of marble, statues, columns and art, ideal for photos, reels or other content. We had a few problems right at the start, but the team sorted them quickly. I’d give the service 10/10. They’re clearly putting in a lot of effort.