Mike_McGinley
Couples · October 20252/10
My partner and I checked in to the Hilton Molino Stucky Venice to stay two nights during our honeymoon in Italy.
At first, it was amazing as our room was upgraded to a suite and we had access to the...My partner and I checked in to the Hilton Molino Stucky Venice to stay two nights during our honeymoon in Italy.
At first, it was amazing as our room was upgraded to a suite and we had access to the VIP Lounge due to our American Express Platinum status.
We have both always had nice experiences with Hilton properties for business and personal travel, so it pains us to write this review. We feel it is necessary, though, to warn other tourists about the risks of staying there.
On Sunday evening October 19th, we had dinner reservations on the mainland. We asked Hilton concierge to get a water taxi for us. As my partner was talking to concierge, he noticed another employee intensely watching, which he found strange.
We departed at 6pm and returned back to our room at 11pm. We noticed the curtains were all closed but thought we had left them open. We thought it was also strange, but had a very long day and went to sleep.
The next day we checked out, and as we were about to pack the car realized that our bag from Scuola del Cuoio Florence (Leather School of Florence) was not in our belongings. We had done a full sweep of the suite before leaving and knew nothing was left behind. We had video of the bag in the room, as we took a video and FaceTimed friends the night before to show them our waterfront view and to see our purchases.
We had monogrammed leather wallets and a purse in the bag totaling over $800 USD.
We immediately called the hotel. We spoke with concierge, then called back and spoke with the front desk about an hour later after we didn’t hear back from concierge. During this time, we also sent an email with pictures of our purchases and the bag they were in. We knew we had not taken them out of the room.
A few hours later, we called the front desk again and finally the front desk assistant manager, Marco, confirmed to us that our bag was not in the room.
Over the next few days, we exchanged emails with Hilton Molino Stucky Venice and spoke with Daniela, the front desk manager, and also the security manager. We had asked Daniela if we could speak with her superiors, but apparently there is no general manager at the property as we were only connected to the security manager.
Daniela and the security manager confirmed to us that hotel staff had entered our room the night before while we were at dinner (after concierge hailed the water taxi and the employee was listening). They said it was part of “turn down service” where staff goes in to tidy up the room at night, although the bathroom was not touched and the only noticeable change were the curtains being closed.
It was odd that staff entered again in the evening.
Looking back, we wished we checked the room thoroughly upon returning from dinner & checked with the front desk on who was in our room.
Both the security manager and Daniela said they had checked the cameras and there was no wrongdoing, thus nothing more could be done without a police report.
We were shocked because they admitted staff entered the room after their concierge team hailed us a taxi, and we sent them pictures of our purchases on the desk that went missing right after that. There was video of the staff going in and out, but Hilton would not do anything further (such as offer us a credit or compensation of any type).
Based on other reviews and the way Daniela acted, it seems these complaints about stolen valuables come in a lot. Daniela was quick to say that once a police report was filed, insurance could kick in (though she did not say if she meant Hilton or our personal insurance).
Here is an example of another review where practically the same thing happened to guests: https://www.tripadvisor.ie/ShowUserReviews-g187870-d613798-r902807018-Hilton_Molino_Stucky_Venice-Venice_Veneto.html
We took a lot of time out of our honeymoon to correspond with Hilton Molino Stucky Venice and to file a police report. We caution tourists from staying there as belongings seem to go missing in the evenings. We hope the property can improve as we definitely felt our security was violated.Show More
