First, the airport shuttle service was useless. When we landed we rang the hotel reception to request a shuttle. We arrived at 11.15am, and were unhelpfully told that the next shuttle would be at 12.45pm. We said we didnt want to wait 1.5 hours, but the person on reception made no attempt to help us get from the airport to the hotel. One of the selling points of this hotel was the airport shuttle, without which we would have opted for another hotel in the city centre, so this was very frustrating.
When we arrived at the hotel (by Metro), the staff were dismissive and unhelpful, for instance they were unclear about how to access drinking water.
The hotel had a swimming pool which we were looking forward to, but we were told on arrival it was only open from 10am-5pm. If you are visiting a city like Milan it's likely you'll spend the day in the city, so not having access to the pool in the morning or evening makes this offer useless. To make matters worse, one evening there was a private party with people in the pool at 11pm, but we were told we weren't allowed access to the pool or the garden. Please don't advertise a pool if you plan to restrict access in the evening for some customers but not others.
The room itself was okay, but the TV connection was faulty, the toilet roll holder was broken and the wifi was very weak, working for 1 out of 3 devices. Again, we expected more.
For a hotel that looks good online, we were extremely disappointed with the staff and services