Dear janicedR4416BN, First and foremost, thank you for choosing our hotel during your recent visit to Venice, and for taking the time to share your experience with us. We are sincerely grateful for your kind words regarding our location. At the same time, we deeply regret the aspects of your stay that did not meet expectations. Your feedback is truly appreciated, it plays a vital role in helping us refine our services and uphold the standards of hospitality we are committed to delivering. We fully understand how disappointing it must have been to encounter several inconveniences due to human error, and we extend our heartfelt apologies. While we continuously strive to maintain excellence in every detail, your experience serves as a valuable reminder of the importance of vigilance and consistency in our daily operations. Please be assured that your comments have been received with the utmost attention and care. What you described does not reflect the level of service we aim to provide, nor does it represent the dedication and passion our team brings to every guest interaction. Regarding the accommodations overlooking the Grand Canal, we would like to clarify that the presence of a balcony is not included in the category description, in order to avoid creating expectations. However, some rooms do feature stand-up balconies, which can be recognized by observing the building’s historic fa?ade, dating back to the late 15th century, from the outside or through photographs of the property. To better serve you in the future, we kindly encourage you to share any specific preferences or requirements with us in advance. This will allow us to tailor your experience as closely as possible to your expectations, while also considering the availability of our accommodations. As a valued guest, we sincerely hope you will give us another opportunity to welcome you back. It would be our privilege to ensure your next stay is seamless and filled with the warmth, care, and excellence you deserve. Yours sincerely, Dr. Giovanni Cellerino General Manager The Gritti Palace
