We recently stayed at NH hotel in Murano and, unfortunately, had a very disappointing experience due to a persistent ant problem in our room and the way the situation was handled.
From the beginning of our stay, we noticed ants around the bathtub faucet, the floor ledge, and even inside our toiletries bags. Guest relations came to our room three separate times to vacuum the ants and spray the area, but the ants returned. Despite multiple complaints, we were not offered a room change until our final night—and only at 10 PM—well after we had endured several days of the issue.
The most frustrating part was learning from the manager at checkout that she had not been informed at all until that morning, even though there were “many notes” in the system. This lack of communication and failure to escalate a clear hygiene issue reflects poorly on the internal management of the hotel.
In addition, we had laundry done through the hotel at a cost of €200. Unfortunately, the clothes were returned poorly ironed and stuffed into a shopping bag instead of being properly hung. Clothes were re-ironed, and ultimately removed the charge from our bill, the overall experience did not meet the standard we expected from a hotel at this price point.
We appreciated the attempts by individual staff members to resolve part of these problems, but overall handling left us extremely dissatisfied. A hotel stay should feel clean, comfortable, and well-managed—unfortunately, that was not our experience.