San Marco Luxury Canal View Apartments

For seven people, this was the only apartment we found at a reasonable price. It cost us around 200+ per night, but that was better than booking several rooms. There was enough space for all of us, with spacious bedrooms and three bathrooms, which suited a big family. The rooms were old fashioned, but we just wanted somewhere comfortable to stay, and we got that. Everyone was satisfied. The kitchen was well equipped. A few plug points could use maintenance, and the bathroom doors had no locks, but otherwise things were fine.

The apartment itself was in terrible shape: dirty throughout, dust everywhere, blood on the sheets, hair in the sink and tub, and dust and mold on the air fan. The kitchen had no proper equipment. It was especially upsetting to find such poor hygiene during the pandemic. The trouble started before the trip. I booked for a group of friends to spend New Year's Eve there, and before paying through a link outside the booking platform, I asked if we could move the dates if Covid or travel restrictions got in the way. They said yes, and I have the message. Two friends caught Covid just before Christmas and had to isolate, while my partner and I couldn't travel because of restrictions in the UK. I called before Christmas and asked to move the stay to another weekend they chose. They refused. They said they'd only consider it if all eight of us tested positive and provided proof, a condition they hadn't mentioned earlier. We sent Italian health service documents showing the two friends' positive results and isolation dates, and asked for at least a partial refund for them. That was refused too. The agency was rude and the customer service was awful. When one friend posted a Google review, they claimed they couldn't identify him or his reservation, even though they had his details from the online check-in I completed. I feel they lied again. As an Italian, I've never experienced anything like this. Venice is wonderful and its people are kind, but I strongly suggest avoiding this property. Stay away.

They charged my card and refused to refund the full booking, even though I cancelled within the free-cancellation period and rules. They offered a voucher that expired after one year, but tourism in Italy wasn't possible then. I asked them to extend it and got no reply. Be careful. In response to your reply: there was no mistake. I have the booking and our email exchange. It was the same place.

There was plenty of space in this VRBO. It was clean and well equipped.