I'm sure Faville Tours gave me a horrible review due to filing a complaint with Airbnb.
The actual Airbnb on the inside, is nicely done, but the overall experience with this host was the worst experience I've ever had and I'm very easy going and patient when people make mistakes, but the attitude and power they hold over inventory in the city allows them to do what they want, be completely negligent when it comes to repairs, and treat guests with complete disregard. So onto the facts..
1) Faville Tours requires you to fill out a lot of paperwork outside of Airbnb, prior to and during check-in in person. They also require you to pay an additional fee/taxes in person in cash.
2) Their check-in office is over an hour away from the Airbnb. That's a huge hassle and unnecessary. They have enough staff to meet airbnbers at the location and do a key hand off and check for any problems prior to release like most Airbnb hosts, but they choose not to.
3) I asked to arrange a water taxi for me in person, and despite them boasting about how famous of a tour company they were, they said they cannot arrange tours, as that's not what they do. Meanwhile the folder I was given says they will arrange a water taxi for you if you ask. So there's clearly a disconnect or disinterested staff.
4) The check-in experience was tough, not only were the directions they gave me from the office wrong, they also didn't warn me about a Venitian holiday causing there to be extremely limited and shut down transportation during my stay. They provide instructions for a faulty door they haven't bothered repairing, but they didn't work when we tried. It took over a half-hour of attempts and pure luck to be able to open the door initially and in subsequent tries. When we called to voice our frustration and get help, we were told to call back later as they were busy with more important guests. They did eventually call to ask what I needed, but it was too late and careless when we needed help.
5) There was no doorknob on the gate to the outside of the apartment building, it was a sharp, jagged spike where a knob should have been, so twisting it caused us to cut our hands and trapped us inside at a time we were trying to make it to a scheduled activity, which we missed. We were able to make due most of the time until someone decided to lock it from the outside, stranding us for over a half hour before we were able to MacGyver and jerry-rig a way out. When we called for support, nobody was available due to it being a weekend and holiday, as Faville Tours is a large corporation, not a private airbnb host who is concerned about their guests needs.
6) Due to the lack of communication when we had issues, and the issues with check-in, the doors not working, and being trapped inside, we filed a complaint to airbnb, which is still being processed. Instead of genuine concern, there was insults and insinuation about not liking Airbnb, but that's far from the case, I've been living out of Airbnbs for 3 years and never had any experience as bad this. As a result of this shit show, I had to check-in at a hotel at an additionnal expense. I haven't used hotels since 2016 when I started using Airbnb, so it was that frustrating.
Faville Tours has a lot of room for improvement, and it starts with a top down customer-centric approach instead of the Faville-centric route they take due to their domination of inventory on the island. It's a shame, really. Airbnb puts so much effort to simplify, streamline and create a wonderful experience for users, and they do... but Faville does what they want, and creates an experience far worse than a corporate mega chain hotel.