Mostly comfortable hotel, absolutely terrible service (apart from Domenico at reception). We had the misfortune of having one of our passports stolen at Milan metro, and the hotel showed zero empathy in this regard. We were not allowed to check in until we produced a police report, which took us 8 hours in total to obtain (of which 4 hours was spent physically waiting at a swelteringly hot and uncomfortable police station). The reception staff were unmoving and unsympathetic (apart from one decent Asian receptionist, whose name, unfortunately I don't recall, and Domenic, who, as a consolation, gave us a bar voucher). We do appreciate the gesture, but it was paltry compensation for a really traumatic experience, and all we wanted was to be able to check into our room (which we had already paid for in full) by showing numerous other forms of ID that we had (including my husband's passport). Instead, we ended up having to sit in the lobby for hours and hours, trying to come to terms with the catastrophes facing us, without any privacy or support. When we finally were finally checked in at 11 PM after producing the police report for the stolen passport, it was all we could do to not collapse in a heap. The bed was, thankfully, very comfortable - small mercies, and the the rest of the room was fine, other than a stoppered sink, which we were too exhausted and distraught to report. This was the worst hotel experience in my two decades of international travel and I will never return