Terrible customer service while in Venice. We purchased a transport voucher through Gate 1 Travel, to take us from hotel to airport. We called Customer Service at Gate 1 Travel in Venice to find out if we could request a street taxi instead of water taxi, as we both developed bronchitis. The customer service supervisor, JEN, rudely said no, and that there would be No Refund. We had to use the voucher or lose our money. We never asked for our money back. Only to find out if the transportation could be changed to street taxi because we were very sick, it was freezing cold (35 degrees), possible rain, and our pick up time was 4:40 AM. Dark and cold. We also understood, according to Gate 1 Travel documents on Page 18, that after water taxi dropped us off, we'd have 1/2 mile walk to the airport terminal. This is outrageous. I tried to find out about this prior to our departure as I called Gate 1 Travel, and the rep said she didn't know anything about it. I said I was worried, but she could care less. Then with our phone call with Jen of Gate 1 Travel, we brought this up about the 1/2 mile walk that is stated in their travel documents. She didn't know anything about it. Jen put us on hold. Jen came back and said that she spoke with "someone" just then, and found out that our boat driver could call ahead for a taxi.
Upon arriving at the mooring dock near airport (the boat taxi was good. not cold as it was enclosed), the airport terminal was RIGHT THERE. There was no 1/2 mile walk! So what's going on? This had me up all night worrying. Gate 1 Travel needs to get their facts straight. They didn't care we were very sick.
Also, the "4 Star" Hotels Gate 1 Travel boasts, are not 4 Star U.S. standard. They are a step up from a youth hostel. Very plain, ugly rooms. Cold, hard leftovers for breakfast (breakfast included). All hotels were far from the main attractions. So you either had to take a taxi, or walk like we did for 40 minutes in freezing cold weather. The taxis were just too expensive.