“Magical place in Venice”

“Most spectacular and elegant apartment in Venice”

Response from the owner Thanks so much for your nice review, I'm really happy that you enjoyed and apreciate our place, please come back soon!

This response is the subjective opinion of the management representative and not TripAdvisor LLC.

“Extraordinary”

Response from the owner Hi Leni, Thank you so much for your nice review, I'm really happy that you liked it and enjoyed it so much. I hope you come back in the near future.

This response is the subjective opinion of the management representative and not TripAdvisor LLC.

“Not a very stunning view and less stunning service. Deplorable condition”

Response from the owner Hi James, I am truly sorry your experience at Residenza San Marco was not a pleasant one. I try my best and strive to give excellence and great comfort to all my guests. We really appreciate feedback and take it very seriously and measures have been taken to ensure no other guest has an experience similar to yours in our property. Emma no longer works for us, and she has been replaced by a Venetian man with better sense of costumer service, hospitality, house keeping and with much more enthusiasm than Emma. So all your comments regarding her, have now been taken care of. However, I would like to address some of your comments regarding the property. 1. Yes, the apartment is 80 steps up from street level, and since it is located in a palazzo that was built over six hundred years ago the stairs are antique, yet totally safe. 2. In 160 years our family has owned this property we have never had rat issues, but Venice is a city built on a lagoon and the palazzo is right on the water, so yes it is possible that exceptionally an animal is seen on the alleys leading to the building. 3. We offer on the site daily house cleaning, it has an additional cost, but you did not request it. If you would have requested more towels, there would have been absolutely no issue providing you with that, included in the rental price. 4. I send to all my guests information on how to go to and from the airport or the train station in addition to a detailed list of restaurants and bars, food markets - amongst which the amazing Rialto Market - and all kinds of sightseeing tips in Venice. I also encourage all my guests not to hesitate in contacting me if they have any questions and I pride myself in being quick and accurate in answering any kind of concern. 5. As I suggested, the problem with the appliances and the freezer not working was in fact, the breakers. All appliances work fantastically and are 3 years old but you caused a black out by turning on all the air conditioning in the apartment, the oven, the washing machine and the dryer. You also broke the refrigerator because you started fiddling with all the bottons without reaching out to me for assistance. After you caused the black out and the big fridge was not working, you moved everything in the kitchen and took a small fridge that we have as a jolly, moved it out of its place and plugged it in a circuit that was not planned for it. I do not believe it is acceptable to shift appliances in a rental apt from site A to B at whim just because you find it more convenient: you plugged a 20 Amp equipment in an 7,5 Amp plug! This made everything worst! 6. Venice can get very hot in the summer, and my family and I can not stand heat, that is why we make extra sure that the entire apartment is chilly enough to relax after a long day of walking in Venice. The problem goes back to the black out you caused: by turning on all of the appliances at the same time, you broke the upstairs air conditioning, and it was a big issue repairing it since in Venice most things are very complicated to get done. I am very surprised you brought this up since I was kind enough not to make you pay for the damages regarding thee fridge and the air conditioning. 7. The crossing stairs are an example of Leonardesche Stairs - see Wikipedia for reference- originally planned by Leonardo da Vinci as a way to save space by placing two stairs of two separate buildings in a single stairwell.The circular stairs connecting the two floors are an art piece created by the great architect Franco D'Ayala Valva, who trained and worked at lenght with Frank Lloyd Wright to showcase this fine example of architecture. Obviously, the stairs are approved by the Planning and by the Building and Safety Departments of the City of Venice. We have had kids of all ages in this apartment and my daughters grew up in it. We have NEVER had an accident of any kind with people of ANY age. 9. The terrace is not a terrace, it's an "Altana" (see Wiki): a wooden terrace deck that has been a fixture atop Venetian roofs for over a millennium. It is not accessed by a window but by a regular glass door situated in the higher part of the apartment. 10. The water pressure in the master shower has been fixed. 11. Again, the views from the apartment are clearly shown in the pictures posted on the website which you must have seen before renting with us. The apartment has unique 360 views of all of Venice and you forgot to mention that the large window you refer to when talking about the Moors also has a breathtaking view of the San Marco bell tower. But to each his opinion. 12. I NEVER said you should treasure the inconvenience, what I said is that you rented an antique place in an antique palazzo and that some things can not be changed (the stairs for example). On the other hand, i need to point out that you are a terrible guest: a) you never complied with your duty to deliver a copy of your family members' and your passport, this request is not my choice but it's Italian law; b) you refused to pay the City Tax as clearly stated in the website - to become a thief for a paltry $2.00 per person per day is really miserable; c) your racist remarks regarding our employee define your approach to life, not her or her competence - and probably were reflected in your approach to her; d) your family left our house a pigsty with trash thrown everywhere and a terrible rancid sweaty smell all over the house. Overall I think you rented a place that has nothing to do with the experience you wanted to have. You were looking for an Americanized version of Venice, which you can find in Las Vegas without having to cross the ocean. Venice is a city with age, and with age come wrinkles. Thanks to your feedback, we have treasured your suggestions to provide an enhanced customer experience. However, I do stand my ground on the fact that the beauty of Venice is its history and what we offer is a real Venetian home, not some modernized fake version of it.

This response is the subjective opinion of the management representative and not TripAdvisor LLC.

“A dream became real!!”

Response from the owner Dear mariel, thanks so much for choosing us. I'm really happy tht you liked so much our appartments in Rome and Venice. You will allways be welcome to come back.

This response is the subjective opinion of the management representative and not TripAdvisor LLC.

“Venezia luxury dream apartment”

Response from the owner Dear Pilar, thanks so much for your beautiful review! I'm really happy that you liked so much our place and that you and your friends enjoyed it so much. Please come back!

This response is the subjective opinion of the management representative and not TripAdvisor LLC.

“True to form! -The most Stunning View of Venice”

Response from the owner Drex, thanks so much for your beautiful and detailed review. I love when people appreciate such a special place like this one, it makes you special too! It was very nice having you with us and you will allways be welcome to come back when ever you want.

This response is the subjective opinion of the management representative and not TripAdvisor LLC.

““An extraordinary week in such a splendid duplex!!”

Response from the owner Hi Georges, thank you for your wonderfoul review! You are a great guest! It was a pleasure having you and to have the chance to meet you Martine and all your beautiful family. Thanks again! Katyna

This response is the subjective opinion of the management representative and not TripAdvisor LLC.