JW Marriott Venice Resort & Spa

Awesome property

I want to start by saying this property is absolutely gorgeous. The grounds are lush and beautifully maintained, and there are plenty of activities to enjoy during your stay. One of the highlights was the adult rooftop pool, which offers a stunning panoramic view of Venice—a perfect escape from the hustle and bustle of the city. Our suite was incredible, featuring heated floors and a spacious balcony where we could relax and enjoy the lovely weather. However, I feel it’s important to mention the challenges we faced upon arrival. We had planned to use the hotel’s complimentary shuttle from San Marco and, months in advance, I reached out to the concierge to ensure we had all the necessary directions to get from the train station to the hotel. Unfortunately, on the day of our arrival, the ACTV public boats were not running to San Marco due to a festival. We were told the closest available stop was Rialto, from which we walked about 15 minutes with our luggage, only to discover the San Marco shuttle stop was closed. I contacted the concierge again and was informed that the Marriott shuttle would be departing from Zattere—a completely different area. This meant another 15-minute walk back to Rialto, and at that point, we decided to take a water taxi instead. Given that the hotel was aware of this major festival and its impact on transportation, it would have been extremely helpful—and expected—for them to proactively inform guests arriving that day about the changes in the shuttle pickup location. This would have spared us a lot of stress and inconvenience. When we finally arrived at the hotel, visibly tired and frustrated, the employee who checked us in kindly offered us a drink in the bar. Given the situation and how it was presented, we were under the impression that this was a complimentary gesture. However, when we checked out, we found that we had been charged for the drinks. We had to explain the situation to the staff at checkout to have the charges removed, which felt like an unnecessary hassle after everything else. Overall, this is a truly beautiful property and a wonderful place to stay once you're there. But I do hope the management considers improving communication with guests—especially during special events in Venice that affect transportation—and ensures that gestures of hospitality are clearly communicated to avoid misunderstandings.