Room Mate Giulia

The hotel’s location is perfect, inside the Galleria and just steps from the Duomo. The room was incredibly spacious, I chose the Deluxe Double Room. The staff were extremely kind and supportive with everything I needed. I was very happy with my experience and will definitely stay here again in the future.

TOP location +staff +hotel

70 to 80% level hotel

The hotel itself is clean and feels safe, which is the only positive thing I can say about my stay. Unfortunately, the behavior and attitude of the staff were extremely disappointing and unprofessional, especially for a four-star hotel. First, we politely asked if someone could help fold our clothes. Even when we offered to pay extra, we were told they do not offer this service — which is fine — but the way the staff responded was unacceptable. They were mocking the way we asked instead of politely explaining or suggesting alternatives. Basic courtesy should be expected at this level of hotel. The biggest issue happened on our last day with the airport transfer arranged by the hotel. We booked a car for 10:30 AM for 105€. I checked out around 10:00–10:15 AM and clearly informed the receptionist that my sisters and I would be having breakfast at the buffet while waiting. At 10:45 AM, a receptionist came running to us saying we needed to hurry. No one had called us, no one informed us that the car had arrived, and the driver did not message or approach us. Despite this, we were told there would be a 50€ penalty for being “late.” This is unacceptable — when a transfer is booked through the hotel, informing guests that the car has arrived is the bare minimum. What made the situation worse was the receptionist (who claimed to be the reception supervisor) accusing us of lying and saying they called our room — even though we had already checked out and explicitly said we would be at breakfast. His tone was rude, arrogant, and disrespectful, as if his title was meant to intimidate us. We were guests who booked two rooms, and we deserved to be treated with respect, not hostility. Multiple staff members contradicted each other, and we were lied to repeatedly. At that point, we chose to stop arguing and just get into the car. The situation became even worse with the driver. He aggressively shouted at my sister for having a sandwich instead of politely asking her not to eat in the car. His driving was reckless and dangerous — we nearly crashed twice during the trip. To make matters unbelievable, he then charged us 250€ for the ride. This entire experience was shocking and completely unacceptable — not even for a two-star hotel, let alone a four-star one. Cleanliness alone does not make a hotel worthy of its rating. Staff professionalism, honesty, communication, and guest safety are just as important, and this hotel failed badly in all of them. I would not recommend this hotel and will not be returning.