"We stayed at Just Hotel Milano from July 21 to July 25, 2026, and unfortunately our experience was significantly worse than our previous stay at the same hotel.
We had previously stayed here from April 28 to May 1, when we booked two rooms for three people each, with breakfast included, and had a good experience. Because of that positive experience, we decided to stay at the hotel again. Unfortunately, this time the experience was very different.
We paid slightly more this time for one room for three people, without breakfast, and encountered multiple problems.
The shower was leaking badly and the floor in front of it was dirty. When we used the shower for the first time, it leaked so much that the entire shower mat became soaked. There was also an extremely strong and unpleasant smell coming from the shower.
The trash can was broken, with a piece of metal sticking out of the pedal, which could potentially cause an injury. The entrance light was not working, there were spider webs in a corner of the ceiling, and there was a noticeable amount of dust on the nightstands and countertops next to the window.
We were also not initially provided with enough towels for three people and had to request additional ones. When we requested an extra blanket, it arrived without a bedsheet covering it. On the second day, one of the towels provided to us also had a visible stain.
However, the most serious issue was the security of our room.
On the second day, after housekeeping had cleaned our room, we returned to find that our door had been left slightly open. This meant that anyone could potentially have entered our room while we were away. Even more concerning, the exact same thing happened to another room next to ours the following day.
This is a major safety and security failure. Hotel accommodation in Italy is subject to legal safety requirements, and guests should be able to trust that their rooms are properly secured when they are away. The fact that this happened to more than one room on consecutive days made this particularly concerning.
There was also an issue involving our belongings. On the third day, housekeeping threw away a paper bag containing a receipt that we specifically needed. The bag was not next to the trash can and there was no reason for it to be considered rubbish. We eventually recovered it the following day, but only after several conversations with reception and several hours of waiting.
What made the entire situation even more disappointing was the hotel's response to my complaint.
The manager's response focused heavily on the fact that we had not reported all of these problems immediately during our stay. I found this response unfair. We had an early morning flight, a busy schedule throughout our four-day stay and a lot of luggage. Changing rooms was therefore not a simple solution for us. We did not want to spend our limited vacation time repeatedly going to reception, explaining problems, packing our belongings and moving rooms.
Of course, guests should report problems when possible. However, basic cleanliness, functioning facilities and room security are not optional services that guests should have to repeatedly complain about in order to receive.
I also specifically raised the security issue in my complaint and expected the hotel to address it. However, the manager's response did not address the security issue at all. Instead, the response focused on why we had not reported the other problems immediately and on the fact that the hotel could have offered us a room change, an upgrade or other services.
The hotel's proposed solution was a 15% discount on a future stay. In my opinion, this is not an appropriate form of compensation. In order to benefit from it, I would have to spend money at the same hotel again after having such a disappointing experience. It does not compensate me for the problems experienced during this stay.
After receiving their response, I sent a final email specifically explaining that **basic safety and cleanliness are not optional services** and should not depend on whether a guest has the time or ability to repeatedly complain during their stay. Unfortunately, the hotel has not responded to that email at all.
Given that I have already attempted to resolve this directly with the hotel and have received no response regarding the safety and cleanliness concerns, if the hotel does not provide an adequate response or solution, I will report this matter to the relevant authorities in Milan so that the circumstances can be properly reviewed.
The location of the hotel is convenient, but unfortunately a good location does not compensate for problems involving cleanliness, maintenance, security and the way a serious complaint was handled.
I am particularly disappointed because I had previously stayed at this hotel and had a positive experience, which is why I chose to return. After this stay and the way the complaint was handled, I would not choose this hotel again and cannot recommend it based on our experience."
