Ca' Molin, view on the Venetian canals

Thank you, Dale, it’s been a pleasure to have you stay with us! Warm regards from the whole Venicevillas team

Thank you for sharing your experience at Ca’ Molin. We would like to clarify a few points. From the moment of booking, guests receive a link to our digital guide, containing information about the Wi-Fi, the apartment, services and useful tips about Venice, including nearby restaurants. The link was sent to you several times, well before your arrival. In addition, a dedicated WhatsApp chat was available from September 7th, and we personally responded to your requests. The information you mention as unavailable was therefore available before your stay. Ca’ Molin has one double bedroom and is designed for two guests. If guests wish to sleep separately, they simply need to let us know in advance so that we can prepare the sofa bed. As we had not received this request, when you subsequently asked for the linen, we told you where to find it; as we received no further response, the linen remained in the wardrobe. This was therefore not a lack of assistance, but simply a different arrangement that had not been requested in advance. Regarding the shower enclosure, the space is adequate; in a historic Venetian building, floors may not be perfectly level according to modern construction standards. We are sorry that the digital assistance was perceived negatively: it was introduced to complement, not replace, our personal support. We appreciate your suggestions and are pleased that you enjoyed the location, cleanliness and quality of the accommodation. Regards, Venicevillas

We are sorry that your stay did not meet your expectations. However, we would like to clarify a few points. All the services included in the booking were provided, and the apartment fully matches the description, features and photographs published on the booking platform. As for the window, it became unbalanced after you opened it. We promptly arranged for a technician to repair it and did not charge you any costs for the repair. A representative from the agency was available to supervise the repair, although you chose to remain present during the work. We would also like to point out that the apartment is located in an 18th-century Venetian historic building. As is common in properties of this era, the stone walls may naturally produce a little dust despite regular cleaning. These are typical features of historic buildings and cannot be compared to those of modern constructions. The decision to move to a hotel during your stay was entirely yours. The property is a self-catering holiday apartment rather than a hotel and therefore involves the normal day-to-day management expected in a private home. Nevertheless, the apartment remained at your complete disposal until your scheduled check-out date and, for this reason, there were no grounds for a refund, as the accommodation and services booked were provided as agreed. Finally, we would like to point out that the air conditioning system was left running after your departure, even though the apartment was no longer occupied.

Thank you very much, dear Amy, we are delighted that you liked our apartment, and we hope to see you again.

Gentile katia, è stato un vero piacere ospitarti. Ci auguriamo voi possiate presto tornare.