"Not a good experience. Definitely not a 5 star hotel. I've paraphrased our email to the manager below and have included her generic response to our complaints which did nothing to help us feel better about our disappointing stay at the hotel
Dear [Manager],
I'm reaching out to you regarding our stay at Magna Pars from May 29th to June 2nd [2026]....
My wife and I travel often and we look to the Small Luxury Hotels 5-star list to be assured our stay will be a comfortable one. We were very much looking forward to the Hotel Magna Pars experience for our first trip to Milan ...., but we found the shortcomings with our room to be too much for us to ignore
....we were disappointed and repulsed …. Here are a few of the problems we discovered....:
- a huge spider cobweb in the corner of the room on the window - at eye level. The windows all have lots of smears, fingerprints, and markings. It is obvious that housekeeping has not attended to the room properly in some time.
- the toilet lid makes such a loud squeaking noise that it wakes the other up when one uses the restroom in the middle of the night and early morning.
- the leather furniture is dirty and has a very obvious cigarette burn mark on the arm of the sofa
- the front door is also noisy enough to wake a sleeping person in the room.
- ...the shower temperature knob did not work and only stayed at one temperature; it remained hot and[...] uncomfortable. We thought it must be a temporary problem and retired for the night being sure that the problem would fix itself the next day.
[The next day, your staff] sent up a maintenance person to look at the problem with the shower. [The] representative came to the room, took the knob off the shower and said he would be back to fix the problem. We pointed out the noises coming from the toilet and front door and he said he would be back with some "oil". He [ghosted us,] never returned! And took the shower knob with him as well! Instead, we received a call ..... saying the maintenance person didn't have the part to fix the shower knob and wasn't coming back that day. They also asked if we would consider moving to a smaller room that was available. We would like to mention the two gentlemen working the reception desk over the weekend were very kind, understanding, and helpful as they could be under the circumstances. However unnecessary, the receptionist gifted us a nice candle and offered us a drink at the hotel cocktail lounge.
We declined to change rooms since we had already unpacked all our belongings, [had] painstakingly [cleaned] the room, and settled in.
We asked to speak with you ..... you were not in and/or not willing to speak with us. Alessandro (Reservation Director) instead recommended that we write an email outlining our many misgivings.
.....in all honesty, it's not the guests’ responsibility to be keeping an eye out for what needs to be addressed or fixed in a hotel room......We have taken far too much of our valuable vacation time corresponding with your employees, including the request and time to draft this detailed lengthy email. We believe you should have contacted us to make this right.
Although it is too late for your hotel to make a good first impression and too late to give us back the time we had to deal with the room's shortcomings, we'll leave it to you to determine the correct course of action in this matter. We have attached photos as documentation and left the disgusting cobweb in the room where we found it so you/your staff can take a look.
MANAGER'S RESPONSE:
Thank you for your e-mail and for taking the time to inform me... Very nice meeting.
I would like to clarify that I was fully informed about the situation. Unfortunately, I was not personally present at the time as I was on a short holiday break for four days, due to the Italian National Day on June 2.
I am truly sorry if my absence caused any inconvenience, and I sincerely apologize for this. Please rest assured that our team is always committed to doing their very best to make our guests feel at home and well taken care of at all times.
Thank you for your understanding, and once again and I really hope you will give us another chance in the future so as to welcoming you!
TOO MANY BETTER CHOICES IN MILAN. WE WILL NOT BE RETURNING. BUT THANK YOU FOR AT LEAST TAKING THE TIME OUT OF YOUR BUSY HOLIDAY TO REPLY TO OUR EMAIL."
