Unahotels Cusani Milano

"The issues we had with the hotel started immediately at check in, the reception staff member disputed our booking stating that the promo offer we had booked had to include tickets to an event in the city in order to get that rate, this was not the case, the promo rate we booked was to include breakfast (we had booked this almost 10 months prior and no mention of any stipulations on the website or confirmation). After they chatted with the Manager we were advised that they would accept our booking and gave us a room on the 5th floor. On entering what they confirmed as a "Superior room" we were confronted with two sloped attic type windows with external shutters and not a room as shown in the hotel pictures with full windows and a view. The Window shutters were closed and we could not open them for want of trying so a trip to reception was required. They sent someone up to "show us how to operate the windows" which in itself was rude because if you can't operate an up and down button then there is something wrong. The staff member tried exactly what we did to no avail. We were then offered the only room they had left on the third floor but it was a room without a view. Fine, not too bothered as long as we could open the curtains etc (this looked like the pics on the website). Started to settle in went to the toilet and OMG the toilet seat wasn't even attached to the toilet. Back to reception we go. Now this part is utterly appalling from the hotel. They tried to blame the prior guests for not reporting the toilet seat broken, geez, does that mean your housekeeping department had not cleaned the toilet from the prior guests??? because if they had they should have reported the broken toilet seat. Back to reception we go. After complaining for a second time they finally offered a 3rd room, one of the other staff members offered to accompany us to the room to "see if it was to our liking" are you kidding me, how rude was that comment. I responded that it was not about liking a room but having a room that wasn't "broken". Turns out that they had found another room and given us an upgrade to a junior suite. Thank you however the toilet seat in this room didn't fit properly so every time you used it it slipped sideways. Minor issue in the grand scheme of things. It is clear that the hotel public areas are well kept but the rooms could do with some TLC. Now to breakfast - Great staff during the breakfast service. Breakfast is approx €16-20 per person, there were extensive Continental options for the breakfast buffet however we surprised to see that there was a €9 surcharge for a Ham & Cheese omelette, €6 for fried eggs, €6 for fresh squeezed orange juice and €7 for pancake. These items you would normally expect to be included in most hotel buffets. To summarise Reception staff could do with some additional training on their rates and customer service Rooms could do with updating / fixing. The Attic (without full windows) rooms and internal rooms should be charged at a lower rate and pictures supplied so guests can make an informed choice. This is standard at most hotels."

"Very small room (just enough space for the bed), same goes for the bathroom despite the rather high price. Bathroom drain small and not working, and the pop-up stopper in the sink was broken (this was already the case upon our arrival). We notify them and leave. We return around 1:00 PM and find the work in the bathroom done by the plumber, but everything is dirty. We notify them and are forced to wait in the lobby for about an hour. We were very tired. A disaster for anyone, but especially for a hotel of this level."

"Passing through Milan, we stayed at the UNA Cusani. Affordable price because we booked from the UNA website, and a wonderful surprise: an upgrade and a beautiful junior suite. Spectacular view of the Sforza Castle and the Duomo less than seven hundred meters away. Everything clean, tidy, and a rich supply of toiletries. Kind but professional staff. Impeccable breakfast. Absolutely recommended."