"MILAN, ITALY | THE SQUARE MILANO DUOMO
We want to warn other travelers and share our experience at THE SQUARE Milano Duomo hotel, in Milan.
In October 2025, during our stay at this hotel, a suitcase containing our family's personal belongings went missing.
After checking out, we left our luggage in the designated luggage storage room, located next to the reception, to spend a few hours in the city center before our flight. Upon our return, the hotel staff returned only part of the luggage we had left. The suitcase containing our personal belongings was gone.
Subsequently, the hotel representatives informed us that, after reviewing the surveillance camera footage, they had identified an unknown man who, according to what we were told, was not a hotel guest. The man allegedly entered the luggage storage room, took the suitcase, and left the hotel with it. We were also told that the hotel has video and photographic material related to the incident.
What outrages us most, however, is not just the incident itself, but also the hotel's reaction.
• How could a stranger access the luggage storage room, located right next to the reception?
• Why did the hotel not provide us with adequate support in contacting the police authorities and dealing with the situation?
• Why is the issue of compensation for the stolen personal belongings still unresolved?
We had to deal with the contacts with the police and the insurance company on our own, also seeking the help of acquaintances in Milan to understand how to proceed and obtain a solution. Unfortunately, the hotel administration did not provide us with adequate support and the issue of compensation remains unresolved to this day.
We would also like to draw attention to a contradiction in the way access to the hotel was controlled.
During our stay, a family friend came to visit us and we wanted to accompany him to our room for a short time. The reception staff and security stopped us, explaining that an outside person could not be accompanied to the room without first being identified. Our guest's passport details were requested; he was identified at the reception and only then was he allowed to go up to the room. His exit was also checked.
In other words, when an acquaintance of ours came to visit us, accompanied by us who were guests of the hotel, the access controls were rigorous. Yet, according to what was subsequently reported to us by the hotel representatives, an unknown man managed to access the room used for luggage storage and take away other people's personal belongings.
This difference in the application of controls raises entirely legitimate questions: what access control procedures were actually in place and why did they not prevent this incident?
We are not claiming that the hotel staff is involved in the incident. However, we believe that the circumstances of the disappearance of our personal belongings, the issues related to luggage security, and the subsequent communication with the administration require clear explanations.
We are publishing this testimony to warn other travelers.
When you entrust your luggage to a hotel's storage, you expect that adequate access control and the security of your personal belongings will be guaranteed. Unfortunately, our experience at THE SQUARE Milano Duomo was different.
We expect an official response from the hotel management and a concrete solution to the situation.
We ask you to share this post so that as many people as possible can learn about our experience and take it into account when choosing accommodation in Milan."
