London Hotel

Issues with our room led to a stay of hell. The TV was broken and we ask the front desk to check it for us. He dismissed the issue said that was nothing he could do and left. Loud noise outside due to the ventilation system, especially if you are on the first floor. Next morning I find a roach in the bathroom. I requested the manager to change rooms first thing in the following morning due to all these issues. He was extremely rude saying that I was the one who has brought the roach to the room (Yes, that was he excuse, and he said it while smirking!). He said he wouldn’t move us to another room that the only reason I was complaining was because I didn’t like the room (Yes, I don’t like when I pay a lot of money to stay in a room full of issues and with a roach!). As I was trying to explain the issues in the room, he was repeatedly cutting me, yelling and talking over me whenever I would say something to shut me up and not solve the issues. As I tried to match his behavior, he got aggressive and said (yelling) that I should leave his hotel, that he didn’t want a guest like me in his hotel (what kind of manager says this to a customer) and that I should contact Booking.com for a refund. I’ve spent the whole morning trying to contact Booking, but the internet in the room/hotel was so bad that the call would always drop when I was speaking to an attendant. When I finally got an answer from Booking, they said the hotel agreed to refund me only half of the remainder of the stay. The manager told me to leave because I was complaining about the problems of the room, and I would still have to pay half of the last day even though he was the one telling me to leave. Everything was absurd, from the issues with the room to the manager’s behavior. You can never treat a guest like that! He could have simply switched us to another room, even a smaller one but with no issues, and the problem would be solved. Needless to say he was rude to us for the remainder of the stay, which was very uncomfortable. I was not feeling safe with a person like that at the hotel and I have alerted Booking about that, they did nothing. Terrible customer service, it spoiled our whole stay in Milan as I’ve spent more time trying to get out of the hotel which was not possible, but I wasn’t going to let them have my money after all the mistreatment. Treat your guest better and improve hotel conditions. The wallpaper on the hallway was falling off the walls. Elevator is very small and it stops with more than two people and two pieces of luggage. The lower corner of the mirror in the bathroom was broken, right next to the sink. Instead of replacing it, they’ve just wrapped it around with tape. This is a safety hazard. Room is also small with almost no room to open a suitcase. I strongly DO NOT recommend this hotel to anyone.

The bathroom smells really bad! Constantly smells of sewerage. Room and bathroom are so tiny, they are doll-size not human-size. The rooms are so noisey and un-insulated. It sounded like I we were sharing the room with other guests. Staff made us pay for 2 separate rooms for our kids ( 10 month old and 4 year old) even though we explained that they sleep in the same bed as us. Only now I am reading all these bad reviews the hotel has. I wish I would have read them before and stayed away from this hotel, which I recommend everyone to do!

Worst experience I have ever in a hotel. Rooms are very small, unfinished renovations, not how it looks on the photos. It is just well-located, but breaksfast is small and overpriced. You can go two blocks and have a better one on the main street and it's going to be cheaper. Manager is extremely rude. We found roaches in the room and mold on the walls. Just pay a little bit more in another hotel and save yourself from the headache.

We came for 2 nights and booked 2 room into what would soon turn into the worst hotel experience we have had in the last 10 years. The main positive is the location. The rooms are clean but very small. During our check-in, the receptionist, warned us to keep our handbags safe and (quote) “be careful of the thieves who are usually your people, sorry to say”. First off, this was outright racial profiling because we have UK and USA passports but we have someone who wears hijab and we are all of Arab descent. We did not even make a fuss about this comment and let it slide. The next day we leave early in the morning for a day trip and press the “do not disturb” button. To our shock, we come back to our room tidied, but we were displeased as it has never happened before. We go down and let the receptionist know how upset we are because we did not want anyone to go in and the receptionist instead of giving a simple apology or even “Oh we hadn’t realised I will investigate it” goes on to say what time did someone go in, what is your proof, is anything even stolen and starts shouting. We were basically called liars and that no one came in the room despite the fact that our items were moved and bedding folded etc. He could have come up to check or provided a kind word or simply said yes they went in and we did not know you didn’t want that. We come back the next day to tell another receptionist and she (calmly) informs us that in their hotel the button doesn’t mean anything, that the staff would still go in and that we should have informed reception if we did not want anyone to go in and that “this is how it works”. Since when does the button not mean anything? They also don’t have irons to borrow and do not give any “supplies” like tissues and hangers after the maintenance staff leaves because they “lock the cupboard”(?) They only give one keycard per room and will not give a second which is a hassle if there’s more than 1 person in the room. After checking out, I received an email from booking.com saying that the hotel have not checked us in. Not sure what that’s about either, but it seems fishy. Overall, would not recommend or come again.

Location is pretty nice but a bit noisy at night. When I try to call the front desk, a clerk put off the phone several times. I called because I need help. I was disappointed, even I paid high prices

I had two different reservations and asked them to combine but they weren't flexible that I have to check out (leave the luggage at the front desk) and come back for a different room. What is the point of having a 24hr front desk when they can't do anything for the customer...

Great experience. Was pleasantly surprised. It was very close to centre ( 5 min to Duomo and 5min to the castle), the room was very clean, modern furniture. The room's size was enough for a room that you use to sleep and take a shower. The bathroom was clean and shower enough to fit an average person. The reception is open 24/7. The people at the reception, all of them, were really nice and helped me with any info i needed and also calling a taxi for me at a certain hour. I definitely recommend this hotel!

Disappointed. My family and I spent 16 days in Europe without a hitch. Until we arrived here. The check in was smooth and the Italian staff was incredible accommodating and friendly. We dropped off our bags and left to explore the city. The hotel is centrally located and within walking distance to all the major points and in the heart of the historic center. The rooms are small, modern and relatively clean, however, that is where the positives end. As soon as we arrived back at the hotel, everything changed. The Italian staff was no longer there and instead was a night shift staff member Amar who was not as friendly, asking for our room numbers when we got back as if we were trying to sneak back to the hotel. Upon closer inspection of the room, we realized that it was full of mosquitoes and hot. The phones did not work so I had to go downstairs. When I talked to the staff member he said that the AC was not on because it’s cold and that windows should be open, but also suggested that the mosquito issue is due to the windows being open. We asked him to please turn on the AC as we could not sleep with 10+ mosquitoes in our room, he was extremely rude and created an uncomfortable situation and ended up not helping at all. The worst part of our 16 day family vacation was dealing with the night staff member.