Hotel Monaco & GrandCanal

I genuinely don’t know how this hotel manages to stay in business. From the moment I arrived, the experience was a complete disaster. Staff: The staff were shockingly unprofessional and rude. The receptionist When I asked basic questions about the facilities, I was met with eye-rolls and vague, dismissive answers. Customer service here is nonexistent. The worst part was the concierge manager’s handling of a serious issue in our room. We had a major problem with the lighting — both the room and the toilet lights were not working properly. The concierge manager came to “fix” it and spent almost 20 minutes doing nothing but repeatedly turning the light switch on and off. That was literally his solution. Unsurprisingly, he did not fix the issue. Instead of offering a real solution, he casually mentioned that the hotel was fully booked and suggested that we could simply spend the night without lighting in both the room and the bathroom. This was beyond ridiculous. Only after we insisted and pushed back did they finally offer us another room — but it was a smaller, lower-category room than what we originally booked. There was no apology, no compensation, and no acknowledgment of the inconvenience caused. Completely unacceptable. Room: The original room was unacceptable. It smelled musty, like it hadn’t been properly aired out in months. The air conditioning barely worked, making the room uncomfortable throughout the night. Overall, this was one of the worst hotel experiences I’ve ever had. The lack of professionalism, poor maintenance, and complete absence of accountability made this stay a nightmare. I would absolutely not recommend this place to anyone. Save your money and book literally anywhere else.