Pierre Milano Hotel

"My mother and I booked Hotel Pierre Milano hoping that a five-star hotel would offer better comfort and service after disappointing stays at several four-star hotels around Italy. Unfortunately, the experience here was even worse. The room was tiny, my mother did not even have a bedside table, and the shower cubicle was extremely cramped. Even getting a second duvet with proper bedding became an ordeal. There were two of us, and we wanted separate duvets. First, a duvet arrived without a cover. I then spent approximately 15 minutes explaining that I wanted it made up just like my mother’s. The staff member returned with only a bottom sheet and then did not understand why I also needed a top sheet. It was an unnecessarily frustrating process for such a basic request. A much more concerning mistake happened when I ordered a Virgin Mary. I explicitly said that I did not want vodka, and the staff repeated this back twice. Despite that, they served me a drink containing vodka. I drank some and became extremely red, which is how I react to vodka. When a guest clearly requests a non-alcoholic drink, that request needs to be taken seriously. Room service was fairly quick, and my beef fillet was good. My mother’s €24 quail, however, was exceptionally small, extremely dry and almost impossible to chew. The steamed vegetables served alongside the dishes looked tired and unappetising. They looked very similar to those served at breakfast, although I cannot say whether they were the same. Breakfast itself was disappointing, with a limited selection that barely changed and quality below what we expected. The breakfast waiters were a real positive, though. They were genuinely sweet, friendly and efficient, and deserve credit for that. The biggest problem during our stay was the air conditioning. We slept poorly on both nights because the room was so hot. One night, I called reception and was told that the temperature had been adjusted remotely to 18°C. When the room temperature continued rising, I called again. The same staff member sounded irritated and insisted that he had already fixed it and that I just needed to wait. The room stayed uncomfortably hot all night. Unfortunately, checkout was just as disappointing. My mother asked for an invoice for her company, but staff refused to provide one and told us to contact our booking provider. When I explained that all the other hotels on our trip had provided invoices without difficulty and offered to show them, one staff member raised his voice and said: “I don’t care about your other invoices! Go and contact your booking provider!” Even if there was a reason the invoice needed to come from the booking provider, this could have been explained politely. There was absolutely no need to raise his voice or speak to us so dismissively. Finally, we specifically asked them to arrange a large taxi, a van, because we had five pieces of luggage. They called a small taxi instead, which could not accommodate us and our bags. It was a frustrating end to an already unpleasant stay. My mother and I are experienced travellers and have stayed in many hotels across many countries. We do not expect perfection or special treatment. We do expect to be able to sleep comfortably, receive what we ordered and be spoken to respectfully. Apart from the lovely breakfast team, we often felt that ordinary requests were treated as an inconvenience. Based on our stay, the experience was nowhere near what we expected from a five-star hotel. We would not return."

"Extremely disappointing experience!! After a five-day stay, we can say that this hotel, in our opinion, absolutely does not offer 5-star service. The rooms are very dated, with old beds and furnishings, damaged furniture, and an antiquated hairdryer. But the main problem was the staff, especially at the reception: rude, unhelpful, and often incapable of even greeting guests at the entrance. No help with luggage and every request seemed to be met with annoyance. We asked them to book a taxi for us to the station and we were told that it was not possible because it was “too close.” We booked it ourselves through an app without any problem. Even worse at the time of the bill: when we asked to see the breakdown of expenses, such as the minibar and laundry, we were treated with great rudeness and were asked to pay before we could even clearly view the cost breakdown. In five days we found a level of hospitality and professionalism truly unacceptable for a hotel of this category. In our experience, it is absolutely not a 5-star: at most 2 stars. Strongly discouraged!"

"Hotel defined as 5 stars on its website. The entrance appeared reasonably good, but the receptionist was, to say the least, aloof. We go to the room. It was frankly small, perhaps half a meter between the bed and the walls. Air conditioning set, we believe, to no more than 18 degrees and not adjustable in the room. Only one bedside lamp and under the other nightstand an incredible and unmanageable tangle of electrical wires. We check the bathroom. The handle comes off in our hand. I call the front desk and the clerk says that as soon as his colleague arrives for the shift change, he will come to check. This new person was absolutely helpful but also uncomfortable with what we were showing and listing; after a while, he offered us a room change to a mini-apartment in an annex next to the hotel, which we accepted. The change was positive, even though the room lacked windows, only a small transom window. Breakfast: very kind people but strong perplexity regarding some things available, I am attaching photos. At checkout, where I reiterated the reason for the room change, there was no display of cordiality, let alone an apology."