"Unfortunately, despite the hotel having some really positive features, we wouldn’t stay here again.
The hotel itself is modern, nicely decorated and has excellent air conditioning. The breakfast was also good, and there are great metro links from the location, making it convenient for getting around Milan.
There were, however, some real disappointments when it came to the service. The doorman was absolutely lovely, as was the young gentleman who was usually working at breakfast and sometimes at the bar. He was incredibly friendly, attentive and welcoming.
Unfortunately, we found the reception team, particularly the older/middle-aged gentleman, to be extremely unwelcoming. He rarely looked up, didn’t greet us and never seemed interested in speaking to us. He didn’t even say hello! A simple smile or a warm welcome really would have made a huge difference. I’ve got to say, I travel regularly & it was in the top 3 worst check in experiences I’ve ever had, so rude!
We also found the gentleman working in the hotel bar and Camilla’s Yard rather off-hand after we didn’t take his recommendation for food. We had tried the recommendation and simply didn’t enjoy it, and unfortunately it felt as though he took this personally.
The biggest disappointment, however, was the lack of any acknowledgement of a very special occasion. We had specifically informed the hotel that we were staying for my 30th birthday, yet there was absolutely no acknowledgement whatsoever — not even a “happy birthday”. We weren’t expecting anything extravagant, but a small gesture or simply making us feel celebrated would have meant a lot.
This was particularly noticeable because we spent some of our time at the M.E. Hotel across the road, which was fabulous. The staff were lovely, the cocktails were fantastic and they made a real effort for my birthday. We also visited the Hilton Lake Como and the Hyatt hotel, and both were absolutely incredible. The staff at all 3 hotels went above and beyond, including providing a birthday cake, drinks, desserts and making a genuine effort to make the occasion special.
It’s therefore incredibly disappointing to stay at a hotel where the atmosphere felt so cold and impersonal, particularly when we had made them aware that this was an important celebration.
Overall, the hotel has a lot going for it in terms of location, decor, facilities and breakfast, but for us, hospitality makes a huge difference. We love cocktails, hotels and good service, and unfortunately this hotel didn’t provide the warm, welcoming experience we were hoping for.
We won’t be staying here again, wouldn’t recommend it and would choose somewhere else next time where the staff make you feel genuinely welcomed and valued as a guest. Manners and a smile go a long way."
