2/10 Terrible
Viktoriya
Feb 20, 2025
Disliked: Staff & service, property conditions & facilities
Upon my arrival, I was checked in to a room with mold and cigarette burns on couches and a terrible smell in a room. I have informed staff that I will not be staying in this room in a hotel that holds a LUXURY collection line and charging visitors minimum of $420 a night. I was asked to stay in room while they are working on correcting the issue. 1,5hrs later, I have come to front desk, where all staff looked surprised about my concern and complaint. I showed photos of room condition to reception and hotel manager was not available to speak to. I was asked to give them 4-5 hrs to find another room for me. I wanted to cancel my reservation and move to a different hotel, however I was informed that since I booked a bundle deal with Expedia, I am not able to cancel or get a refund for part of hotel and payment of $2100 stays with hotel. In about 6hrs I was given a room, that still had a strong cigarette smell. Bathtub had dust all over and so did coffee machine. All photos were send to Expedia agent, who informed me that it will take 24-72 hrs to take care of my issue to this day with NO resolution! But to make matters worse - last two day of my stay Hotel had NO HOT water and absolutely unapologetic they said we left some nuts and dry fruits in your room for inconvenience. I only wish I could upload photos to my review, so no one gets to experience what I have been through. Choose a different property and actually get to enjoy your Milan experience.
Viktoriya
Stayed 5 nights in Feb 2025