"I am extremely disappointed with my stay at this hotel and would not recommend it.
I chose this hotel primarily because of its location and the easy access it provided to the centre of Milan and the surrounding areas. I was not looking for luxury — I simply expected a clean, safe room with a clean bed and bathroom. Unfortunately, that is not what I received.
During my stay, I had to change rooms twice. The most serious issue was discovering bedbugs, after which I was bitten numerous times across my body. I reported this to reception immediately and was moved to another room. I have photographic evidence, including photographs with their original timestamps, as well as the contemporaneous communication with reception regarding the issue and the room change.
The condition of the accommodation was also extremely disappointing. I encountered:
Bedbugs and multiple bites;
Dirty bathrooms, including old soap residue that had turned brown on the walls;
Broken tiles in room 730 in the annex;
Black mould in a number of the rooms I stayed in;
A replacement room that was not of the same standard as the room I had originally booked and paid for; and
Significant disruption and distress throughout my stay.
The way my complaint was handled was, unfortunately, just as concerning as the condition of the hotel. Rather than feeling listened to or supported, I was made to feel as though I was being accused of lying. I was even told that the photograph I had provided had been taken at a different hotel. This was completely unfounded and extremely upsetting, particularly when I had timestamped photographic evidence and had reported the issue to reception at the time.
I was subsequently offered a "deluxe room" for my final night, but I declined. By that point, my confidence in the hotel was completely gone. I did not feel safe or valued as a customer, and being offered a better room did not address the fundamental issues I had experienced. I had not chosen this hotel because I wanted a deluxe room — I chose it for its location. All I needed was a clean, safe bed and bathroom, and unfortunately, I did not receive that.
I am also pregnant, which has made the experience particularly distressing. Since this happened, I have not been able to sleep deeply and have found myself worrying about the cleanliness and safety of accommodation.
The breakfast was another disappointment. I found it to be extremely poor and certainly not what I would expect from a hotel of this standard.
I contacted the hotel directly and was told verbally that my complaint email had been received and read by the manager. I was told that the director would contact me to discuss the matter. Two weeks have now passed and I have heard nothing.
I have also contacted Booking.com, but have not received a response from them either. As I have been unable to resolve the matter directly, I have now had to formally contest the payment with my credit card provider.
Overall, this was an extremely disappointing and distressing experience. The problems were not simply about the condition of the room; it was also the way my concerns were handled and the lack of meaningful follow-up afterwards.
I would strongly encourage anyone considering staying here to think carefully about these issues before booking. A good location cannot compensate for a lack of cleanliness, basic standards of accommodation, and, most importantly, feeling that your concerns are not taken seriously when something goes wrong."
