Dear Client,
As we read the review you posted to Tripadvisor,
we were really surprised, really astonished !!

Every day we are trying to do our best for our Guests and even with you we think we did anything it was possible to do.

We do understand that you are upset about the accident you had, you have lost your camera with all your pictures
and we are really sorry about that but .... what can we do ????

Try to see the problem from our side!

What can you do if a Guest go out of the hotel
during the coldest winter of the last 30 years,
he takes a Gondola Ride near Rialto Bridge
and ask to a Gondolier to take a picture of him
but doing that the Gondolier loses the camera from his hands,
letting it falling into the water ... ,
is it our fault ???

If you consider that it was our fault,
we are ready to pay for it !!!

We think that it was an accident,
nobody wanted it to happen but it happened !!

We suggested you to go to the Police Station to report it and fill a
form in order to have a prove of it and be refunded by your insurance company.
This was the only thing to do !!!

Your review hurts us, it is something we do not deserve
and you know it!!
We gave you our best room available, we tried to suggest you the best places to visit
and the best things to do in Venice,
we even do not complaint when we discovered that your friens smoked in their room
knowing that our rooms are non smoking rooms.
(we had to live the room empty with open windows for 24 hours).

We honestly think that you were upset about the accident
but now, you had time to reflect, you had time to consider what happened
then we are sure you do recognize
that you made a mistake in accusing us !

We hope to have the pleasure to welcome you back in our hotel because we really
want you to have a nice souvenir of our wonderful city
and forget the accident you had during your first visit.

Our door is always open for you!

We wish you all the best,
regards,

Manager
Caterina