Maison Matilda - Luxury Rooms

We received the most wonderful welcome at Maison Matilda even though it was quite late in the evening. I had exchanged e mails with Viviana before arrival and she is as charming in person as she was in the correspondence. We stayed in La Romantica - a suite with balcony which was lovely. It is furnished with antique (or at least antique looking) furniture. The bed was huge and extremely comfortable. The bathroom is a really good size and has a good shower. We had Italian breakfast each morning. The house is an old building and is tall and narrow - which means there are stairs to reach your room. This was absolutely no problem for us (in our 60s) but you should be aware. The room was a really good size and there is plenty of space for sitting in the house if you are travelling as a group - or outside space if the weather is warm. The location is excellent. The house, is set on a quiet side street but the walk into the centre of the town takes approximately 5 minutes passing shops, cafes and restaurants, along the way. If you wish to stay here and visit Venice (which I would recommend) the train station is a 10 minute walk away, the railway journey takes about 25 mins and costs €4 each way. A great way to experience the city but escape the crowds. We felt as if we were staying at the house of a friend. We had already planned our activities before we arrived (having travelled to Treviso many times) but Viviana was extremely engaging and helpful and would have provided suggestions of things to do had we required it. Maison Matilda is a lovely place to slow the pace of life for a while, step off the planet and enjoy what Treviso has to offer.

Upon arrival, we rang the bell at the locked door for 20 minutes and tried contacting the host through WhatsApp. Finally rang the house (casa) bell and got checked in. We were told to contact through WhatsApp for additional service. Nice room, but after returning from a walk and dinner, realized that there was no hot water (we were not told this at check in). Again, tried contacting the host through WhatsApp several times without response. Went outside and rang the house bell again. The host's son made a show of not being aware of the problem. (After talking to another couple, we realized that this was not true.) At this point, it was too late to get another room. The host's son said he would contact Mr. and Mrs. Smith to provide compensation for us. After 2 weeks with no further communication, we contacted Hyatt and were told that the host had given us 2 splits of Prosecco, breakfast (which was already included in the price), and a ride to the train station (which was within walking distance), so we were offered 2000 points in compensation. In my opinion, this is not adequate for ZERO hot water that we were not informed about at check-in. Poor customer service by Hyatt and extremely bad service at Maison Matilda.

This is an expensive hotel with rooms costing more than E200/night. Is it unreasonable to expect air conditioning that works? Additional pillows if you need them? (apparently the rooms were full, so they were all in use - I saw no evidence of this). Or a receptionist who is available day and night to sort it? (and no instructions as to what you should do if there's a problem). Or a decent selection of food for breakfast, instead of an amiable but gormless youth who tells you that there isn't any cheese, or meat, and that essentially your choice is Peach juice, a selection of croissants and jam, some yoghurt and coffee? Oh, and he later realised that there was an orange that he could squeeze if we wanted fresh orange juice. The place looks stylish (though the staircase carpet is a bit frayed). The situation is ordinary (it's a residential street, so no special views) but reasonably close to the centre. The problem, I suspect, is that the owner just isn't prepared to invest in new carpets or working air conditioning, to pay for food for an adequate breakfast or staff to man the hotel. Even though she charges prices that would bring all of these things and more elsewhere. The impression that I had was that she simply didn't care. We had the most uncomfortable night that I can recall in any hotel that charged more than E100 a night. It was June. The temperature was high. The room was stifling and the lack of extra pillows was a real problem for us. The breakfast was embarrassing and made Fawlty Towers look professional. We cut our visit short. It's probably fine in cool weather and if you're happy with just coffee and pastries for breakfast and aren't gluten intolerant. At this price, though, it's still a rip off.

The room I was allocated had a heavy stench of cigarettes. Viviana, the Manager/owner, acknowledged the stench, but either had not checked the room before arrival or chose to leave the stench unaddressed. The room was very dark, with almost no natural light; the windows were opened onto walls. There wasn’t a proper closet for clothes and the bathroom had a low ceiling and no shower. The breakfast room was dark and dingy and the furniture upholstery had holes. Parking was hard to access and in tandem with two other cars making entering and exiting cumbersome and difficult. Overall, a very unsatisfactory experience. Even if the stench were set aside, the darkness and gloominess of the property, plus worn out furniture and poor facilties made Maison Matilda uncomfortable, unwelcoming and overpriced. The awkward parking arrangements added to the property’s drawbacks.

My daughter and I spent a week at Maison Matilda. We loved every minute of our stay. Super stylish and Viviana could not do more to make our trip extra special. Everything had been thought through to offer a feel of luxury and the location could not be better. Very close to the town centre but still very quiet and tranquil.

The Matilda calls itself a luxury boutique hotel designed to ensure comfort and guarantee a once in a lifetime experience. Fortunately we only stayed one night as there was absolutely no way that it lived up to the promises on its website. It was certainly a once in a lifetime experience but not one we would want to repeat. We had agreed a check in time and arrived a little early but were sent away and told to come back later. The air conditioning wasn’t working and apparently hadn’t been for several days so the place was hot, we tried to speak to the owner/manager about this but she was too busy to speak to us. Instead we were told the room would cool down soon and provided with 2 cold drinks and a faulty fan. The room didn’t cool down and nobody else from the hotel bothered to speak to us, in fact the place appeared to be deserted – there were certainly no members of staff anywhere to be seen. We spent a virtually sleepless night in a very warm room, opening the windows simply let in mosquitoes and a lot of noise from the street. We had to leave by 7.30 the next morning and asked for an early breakfast, ok we didn’t give the required 24 hours notice but were told they could arrange something. However, again we heard nothing further about this although eventually we did find somebody in the kitchen the next morning but by then it was too late. We are elderly and there was nobody to help get our luggage down 2 flights of stairs as the Hotel doesn’t have a lift. We left the keys and went, very relieved to be going. As is often the case with these so called small luxury boutique hotels it was more style than substance and didn’t actually deliver on its promises. We made a formal complaint to the Booking Agency and were promised a response within 5 working days but despite a reminder heard nothing more.