I booked the hotel for 3nights but needed to check out 1 day earlier. When I informed a day before the owner Alexandro said he could not change my reservation because I had booked through Venere.com. which was all lie. When I checked Venere.com policy they mentioned they could not modify the reservation after the check in, only the hotel herself could change for free of charge. He insisted to pay for whole 3 nights since he could not re-sale for the next day. But the hotel was not fully booked anyway! He promised for the 1 night refund if I could prove that Verene's policy but he had not refund yet.
Also, he asked me to have a breakfast at the room as there would be investigation from official.
I doubt some of their operation is not met the regulation.
They did not change the bath towels nor the sheets for the second day either even thought they charge over 200Euro per night!
It was a nightmare and my Milan trip has been destroyed by this hotel owner!
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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We are firm belivers in the value of hard work, and we have an enormous respect for our guests. Everyday we do our very best to make sure that our guests have their every need met.
Unfortunately, witnessing your behavior during the request of cancellation, only the night before wanting to leave early, we are not surprised by your judgment of our Hotel.
The reality of the situation is actually quite the opposite of what you say.
Having just recently enlarged our structure, there are certain controls requested by Law, that we have no power of choosing hour or date. This is to ensure the safety of your guests, that is something we have always done and will always do.
The control in question was by the Firemen, and we chose to have our guests enjoy their breakfast in the privacy of their room, to avoid disturbance buy the control or complicate the important work that the firemen do for the safety of us all.
We are sorry, that the ‘in room’ service was not to your liking, since everyone else seemed content.
As for the cancellation of your last night, it is necessary to say that this was only communicated to us the night before, and my first answer was that we would have verified immediately with Venere’s policy of cancellation, because being a small structure makes it a bit complicated with last minute cancellations on the various research sites, they often wary.
If you could see the situation from our point of view, you’d understand that having only around 20 rooms, if a few rooms all would ask for the last minute cancellation, for us it would be impossible to work, therefore our cancellation policy.
Without that a lot of guests could book a longer stay and then just cancel once checked in, and yes! That would give us huge problems.
Your threat of writing us a bad review was very clear in you threatening mail, to reimburse you or you would write a bad review. A shame, since we did as promised and checked with Venere, and they confirmed that they could not cancel. So that would mean, not having you pay, we would have to pay the commission for something we did not earn, to be able to please your needs.
So one would think you’d understand our situation, and we would have been more than happy to give you a special rate for a future stay with us.
I repeat, since the booking was not made directly with us but through Venere, the cancellation request should have been made directly to Venere.
And what do you know… they do NOT give you the possibility to cancel a checked in stay at any hotel!!!
As for the change of towels and sheets, we keep to the regulation of all international 4 or even better 5 star hotels, ( if you place the towel on the floor, we do change it! If not it means you are reusing it and respecting the nature, by not overusing water! )
Of course, all you had to do was to tell us you like your sheets and towels changed every day!
The good thing about being a small hotel is that we can dedicate more time to the various requests of our guests, and make it more personalized. All you need to do is ask.
Of course we are sorry about this situation, and Do invite you to come back and stay with us, since in your “ threats” in the mail also said that if we’d reimburse you, you said you’d write a wonderful review!
This will only teach us more and we will grow and get better on how to handle certain situations.
To finish, you write that “ you had a nightmare trip in Milan “ putting a lot of importance to Tripadvisor review, we find it quit clear that the complaints of sheets and towels is your way of revenge for not having you wish granted.
Your review of our hotel will for sure do us some harm, but this will only make us work harder and even more passionate, in the hope of always welcoming guests at our hotel, even though sometimes rightfully critic, but never as harsh as you madam.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.