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at the Hotel Danieli, A Luxury Collection Hotel
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Terrible Customer Service
Jul 22nd, 2020
We booked a family trip to stay at Hotel Danieli in June 2020. When COVID hit and it was apparent we would not be able to make our scheduled trip we were informed through Marriott that we would receive a refund (we have the email that states this exactly). However, Hotel Danieli will NOT refund us our money. Furthering the terrible customer service of Hotel Danieli we were going to pass our 2 rooms onto friends in Italy since the hotel would not honor their commitment of refunding us our money. Hotel Danieli would not honor this alternative either as they had closed their doors and no guests were allowed to stay at their hotel. The customer service is non-existent, we understand the plight they were facing, yet they will not give us the same courtesy. If this is how they treat upcoming guests I cannot imagine the actual stay! TRIPADVISOR.COM USER
Faded glory....... very disappointing
Jul 22nd, 2020
We left the Danieli hotel extremely dissatisfied! So much so that I am writing my very first review on Tripadvisor despite being an avid traveller. Travelling about 3 months of the year, we are accustomed to staying at the finest hotels around the world. If you seek palatial luxury and excellence in service, the Danieli is certainly NOT the hotel. The splendor and grandiosity of this hotel is but a distant memory. What remains of this historic hotel are its walls and yesteryear reputation. To say the hotel is in decadence and decline would be an understatement. Literally everything is old (not in a charming way), worn out and grubby looking. Avoid looking at the details or it would be a real eye sore! No doubt, this property is in desperate need of major refurbishments. The overall service is a reflection of the hotel. Service is poor to non-existent, probably more suited to a 2 star establishment. In all our travels we have not experienced this. I called housekeeping and the concierge answered the phone. I went down to the reception but no one was around and so the concierge dealt with my needs. No doormen or bell boy to be seen at anytime during our stay. It seems like the hotel is under staffed and/or staffed with unqualified people. The efficient concierge seems to be handling more than the traditional hotel concierge tasks. As we had booked with Amex FHR, we were upgraded to a room with a lagoon view and while the view is splendid, the room itself is mediocre and shabby with an outdated bathroom. The towels and slippers provided were tacky and of very low quality. If it hadn’t been for the view we wouldn’t have even stayed a night. At breakfast, when you request for freshly squeezed juice they confirm it is possible but instead deceive and serve stale bottled juice. Choice and quality of food is poor or low average at best. Service at the table was very brusque, inattentive and unrefined. We had lunch at the Terrace restaurant. The food was unremarkable but compensated by the spectacular view of the lagoon. After lunch, my husband had forgotten his phone on the table, he went back 3 minutes later and all 4 people on duty insisted they did not see any phone on the table. Perplexed, I tried calling my husband’s phone twice, someone had declined the calls!!!! So I immediately started the find my iphone alert which made a loud beeping noise and miraculously my husband’s phone was found in the kitchen area! Apparently, the person who had cleared our table did not see the black iphone on the white table cloth!!!! And somehow the iphone ended up in the back kitchen. This is a scandalous and pathetic act that never should have happened. It definitely puts a bitter taste in our mouths and created a bad souvenir. The next morning, Mr Carpanese, the Resident Manger spoke to us about the incident. While we appreciated his elegance, he provided no clarifications. Instead, he offered to invite us for one night at the hotel should we accept to stay on an extra night. However, after our very unpleasant experience, it would be unimaginable to ever consider staying another night only to prolong our discontent. We don’t need, wish or expect for any freebies. We just desire for good service and a comfortable stay, which unfortunately the Danieli so terribly failed to deliver. We actually felt so relieved and happy to check out of the hotel, we even curtailed our stay in Venice and headed straight to the airport. We had enough! The Danieli claims to provide « Luxury, Sophistication and Timeless Elegance » what a BIG JOKE! It is extremely surprising that the Danieli still maintains its 5 star ranking and is recognized by the American Express Fine Hotels and Resorts. We have stayed at several other hotels in Venice booked via the Amex FHR which were much more luxurious and befitting than the Danieli. Comparatively, the rooms at the Danieli were lower priced and now we understand why. As the saying goes........You get what you pay for! Sent from my iPhone TRIPADVISOR.COM USER
Little piece of magic :)
Mar 30th, 2020
I stayed here for a night during my visit to Venice. I knew the hotel was used for the movie THE TOURIST and as a massive Angelina Jolie fan, I just wanted to have that shared experience ... It was a last minute booking, so I was very pleased when the staff informed me that a room was indeed available. My finacee and I had a cheese board and a couple pf cocktails in the bar downstairs as we were not in the mood for dinner.. There was live music and the service was fantastic. Yes, it is pricey but we were expecting that. The room was as luxurious as it can be for a standard room. I loved every minute of it (the bed and bedding are exceptional) and I left with a big smile on my face the next day. Loved it! TRIPADVISOR.COM USER
The worst experience // low service level
Mar 13th, 2020
I would suggest you not to stay at this hotel. I have experienced worst customer service ever!! To start with: here is what happened. I book the hotel for 2 nights at the end of APR 2020 with the total cost of 1084 euro. I plan to take my 65+ years old mum to Italy during Thailand long holiday. However, given the outbreak of Covid-19, I have decided to cancel the trip for health reason (Covid- 19 is deadly for elder so I am concerned on the health of my mum as well as for myself). I emailed the hotel on 25 FEB to ask for a refund and explained to them that I shall postpone/ or cancel my trip. I am aware that I book under the non refundable condition" but again in this case, i feel that there should be an exception. Nonetheless, the hotel insist on charging full amount (with no extension of date and whatsoever). When the situation got worsen -- Italy announced on the lock down of its country and my flight got cancelled since Thai government banned the citizen from travelling to Italy- I emailed the hotel again, this time asking for their hotel policy should they allow any refund or extension -- AGAIN, No refund and no extension. At this point, I was mad and after the 4th email explaining everything in details about my difficulties-- the hotel agrees to give me "hotel credit" with the condition that I have to inform them my next travel date. I told them that i would like to have full refund since I have already cancelled my flight and have no intention of visiting Italy this year. Then..... on this day (13 Mar 2020) I was informed by the credit card that the hotel just charged me another 1084 euro. Meaning they have double charge me on the amount that I have requested a refund and they charged me without getting my approval or even informing me. The first 1084euro was paid since 10 JAN 2020. In total the hotel charged me 2168 euro. This is unacceptable and very unprofessional of this hotel. I am very displease and I don't think I will ever visit this hotel again. For those of you who consider staying at this hotel, i urge you to think twice. In normal situation, this hotel might be ok, However, in your time of need -- this hotel will surely put their own benefits and profits above everything else. A hotel plan to charge you even if their country got lock down/ no shop open/ your flight was cancelled and your government issue travel banned. Maybe in your 4th persistent email (and several international phone calls on your own expense), they might get annoyed and might agree to give you hotel credit with the condition of you have to inform them the travel date ---------- oh they might double charge you without informing you too!! To me, this show the level of ethic and humanity of the hotel which is extremely low. Given that i have cancelled my trip, I need to contact many hotel, The Lugarno collection and Bulgari hotel allows me a full refund on the 1st request. (i also booked with them under non refundable clause) To make the matter worse, I am also the gold member for Marriott Bonvoy. This has me considered should I stay at any marriott chain again. For those of you who wants to see the email threads -- please email me at firstname.lastname@example.org TRIPADVISOR.COM USER
Tea for 2 and 2 for Tea !
Feb 26th, 2020
We had an afternoon Tea experience at this wonderful luxury hotel (actually it was for 3 people) and it was a surprise. The downstairs reception area is a "work of art" in style and glamour, as well as being very comfortable. There are beautiful stained glass windows and Murano Chandeliers to show case the surroundings and make your experience sumptuous. We did not know what to expect from an Italian tea, having only the English High Tea to compare it with. We had finger sandwiches, fresh scones, the local carnival cakes, patisserie delights, prosecco and a selection of teas. With the hectic sightseeing of St.Mark's Square it was a refreshing counterbalance in a very relaxing setting. TRIPADVISOR.COM USER
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