GENERAL INFORMATION
Is a Wi-Fi network available?
Yes, the Wi-Fi connection is free of charge and available in all the rooms and apartments.
Is there a lift?
No, we’re sorry, but the hotel does not have a lift, as it is an ancient Venetian building.
Are pets allowed?
No, we're sorry, but pets are not allowed.
Is breakfast included?
Sorry, we don’t offer a breakfast service. However, an espresso coffee machine with free coffee pods is available in the rooms and apartments, so that you can make yourself some coffee. There are plenty of bars nearby, which serve a good Italian breakfast.
During which periods is the hotel open?
We are open all year round.
THINGS TO KNOW BEFORE ARRIVAL
What time is check-in?
Check-in is available from 2.30 pm to 6.30 pm. After 6.30 pm, you can use the self-check-in method: enter your accommodation using the code that we will send you via email; in your room/apartment you will find the form to fill in, with the instructions for performing self-check-in.
What time is check-out?
Your room/apartment needs to be vacated by 10 am.
Can I arrive at the hotel before the scheduled check-in time?
Yes, but please let us know during booking or on the day before your arrival. You will be able to leave your luggage in the storage area free of charge until the scheduled check-in time.
Where can I park my car?
The most convenient car parks are at Tronchetto or in Piazzale Roma. For information, go to the website: www.veniceparking.it.
Do you have a shuttle service that will take me from the airport/station to your hotel?
We don’t have a private shuttle service. You can reach us using public transport or a private taxi. For further information, see our dedicated page: HOW TO REACH US.
How do I enter the hotel? Will someone be there to receive me?
A couple of days before your arrival, you will receive an email with the code for opening the main entrance door of the building and of your apartment/room, which you need to type in on the keypad on the left of the door. The code will be active from 2.30 pm on the day of check-in to 10 am on the day of check-out. During your stay, you will therefore be able to enter the hotel freely even outside our staff’s service hours. We ask that you please advise us, in any case, of your estimated time of arrival so that our staff can be present to welcome you upon your arrival, during the standard check-in time (2.30 pm-6.30 pm).
Can I leave my luggage in the storage area after check-out?
Certainly. We offer all our guests a free luggage storage service after check-out. Luggage must be collected by 6.30 pm on the day scheduled for check-out.
Is there a reception at Residence La Fenice?
Residence La Fenice does not have a reception service. Our staff will welcome you at the agreed check-in time, if within the standard times of 2 pm-8 pm. If our staff is unable to be present at the moment of check-in, you can get into your room by using the access code that will be sent to you by email or smartphone a few days before your arrival. Our staff will come to meet you to welcome you and check you in as soon as they are available. During your stay, if there is no staff present in the hotel, you can contact them by telephone at the following number: +39 041 2413542. They will always be available to assist you by telephone from 8 am to 11 pm.
ROOMS AND APARTMENTS
What amenities are provided in the rooms?
All rooms have air conditioning and heating, Wi-Fi, satellite TV, minibar, coffee maker with free pods, safe and complimentary toiletries.
What electrical appliances are available in the apartments?
The apartments are equipped with: fridge, hob, microwave oven, kettle, coffee maker. The rooms are equipped with: coffee maker and minibar.
Is there a washing machine in the apartments?
No, our apartments do not have a washing machine.
Do you have rooms with a bathtub?
Yes, the hotel has some rooms with a bathtub, others with a shower.
Are there cots and children’s beds?
Yes, cots for children up to 3 years of age are available free of charge and upon request.
Are the rooms cleaned daily?
The rooms and the apartments are cleaned daily. The apartments are cleaned at check-in and at check-out.
Do you have rooms accessible for people with disabilities?
No, unfortunately our hotel is not equipped to accommodate disabled guests, as we do not have a lift.
Do you have rooms for smokers?
No, there are no rooms available for smokers. You may only smoke in the courtyard at the entrance of the hotel.
BOOKINGS AND PAYMENTS
Why did I book a refundable room but have been charged the cost of the stay?
If the booking is refundable, we do not charge anything: we just pre-authorise the booking amount. In case of cancellation within the allowed deadline, the pre-authorisation will be cancelled.
What are your cancellation policies?
Cancellation is free up to 7 days before scheduled arrival (or according to the indications provided by the chosen rate). Beyond this deadline, in the event of cancellation or no show, we apply a penalty corresponding to the full amount of the stay booked.
What payment methods do you accept?
We accept major credit cards (Visa, Mastercard, CartaSi, American Express) and cash cards, as well as cash and advance bank transfers.
What happens if I cancel my booking after the allowed deadline?
In this case, the full amount of the stay will be charged.
If I pay for my stay once I am at the hotel, why do I have to enter my credit card details when booking?
When booking online, we will request a pre-authorisation for your credit card (freezing of the amount). We only need this pre-authorisation in order to guarantee the booking: you will not be charged anything before your stay. In the event of cancellation, within the established deadline, the pre-authorisation will be cancelled.
As a confirmation, what kind of deposit do you ask for?
During booking, we must always ask for your credit card number and its expiry date, but only as a guarantee. We will not withdraw any amounts until your moment of departure, except in cases of no-show or early departure. We reserve the right to check the validity of your credit card with a pre-authorization request for the booking amount. In case there are errors, missing or invalid information, we will not consider the booking valid. Alternatively, in order to confirm the booking, we will request advance payment of the entire amount, to be paid by bank transfer.
What is the amount of the tourist tax?
The tourist tax is 4.00 euro per person per day. It must be paid in cash at check-in.
For any other questions that are not answered on this page, please contact us. We will be happy to assist you.
