"Excellent location, but very disappointing customer service The hotel is in an excellent location, just a few minutes’ walk from Milano Centrale, which was perfect for our short two-day visit to Milan. The hotel itself is lovely and has a lot of potential. Unfortunately, our experience with the reception service was extremely disappointing. At check-in, there were two young men at reception. Our bookings were not checked properly and the rooms were allocated incorrectly. When I politely pointed this out, the gentleman dealing with us was rude, dismissive and unwilling to listen. His manner made what should have been a simple check-in unnecessarily unpleasant. I was given room 322, where there was no hot water. I reported this to reception twice and specifically explained that I needed to shower before going out. We were only in Milan for two days and did not want to waste valuable sightseeing time waiting around. Despite reporting the problem, it was not properly resolved, and I had to manage with a flannel wash for the duration of our stay. This was particularly disappointing because the issue was reported more than once and the receptionist was made fully aware of the situation. A basic facility such as hot water should not be unavailable throughout a two-day stay without a proper solution being offered. There was also an inconsistency with the welcome given to our group. We had two separate bookings. When another gentleman checked two of my friends into their rooms, they were given tokens for drinks at the rooftop bar. However, the gentleman with the short haircut who checked us in did not offer us the same. The drink itself was not important, but the difference in treatment was noticeable and added to our overall disappointment. What concerned me most was the receptionist’s attitude. Rather than listening to the issues and trying to help, he appeared uninterested and dismissive. His attitude gave the impression that guests’ concerns were an inconvenience rather than something he was there to assist with. It is a shame because the hotel’s location is excellent and the property itself is lovely. With better customer service and more attention to guests’ concerns, this could be a very good hotel. Management should seriously review the reception service and, in particular, how guest complaints are handled. A good location cannot make up for poor customer service and a basic room facility not working for the entire stay."

"Very friendly staff on the front desk. Great roof top bar with good menu and very helpful waiters. I found it a great location with easy access to the centre and to the main station. Good value for money and would stay again."

"My husband and I stayed at the Doria Grand for 2 nights visiting Milan. The hotel is lovely. Cool decor, friendly and helpful staff and has a “vintage” vibe we found quite chic. The location is very handy to metro and central station, although we didn’t love the area it was in as it seemed a little sketchy. It probably wasn’t, but we didn’t spend any time there except for being in the hotel. Our room was nice. Very large bed, tv, WiFi, fridge. Clean overall, although not spotless. The bathroom was fine but dirty. Lots of limescale, clogged drains, marks and mould around fixtures and streaks on the wall. That part was a let down, especially the shower where the bath was filling as I stood in it. The price was fair and we enjoyed the hotel for what we needed it for. Breakfast was included and had good choice. There is also a lovely rooftop bar we had drinks at too with gorgeous views of the city. They gave us a free drink each too which was nice."