We made a reservation for this hotel via hotels.com, and when I emailed them to confirm the reservation, they replied that they are currently holding our reservation, but as there is a major event while we are in town, they may have to RELOCATE us to another hotel if necessary.
As this trip is our honeymoon, I wanted to make sure nothing goes wrong, so I wrote back to ask them where they might relocate us to? The hotel's reply was, THEY DON'T KNOW!! Basically they will just stick us in the nearest available hotel on the day of our arrival.
They also suggested that as it's a busy time in Milan, the relocation will MOST PROBABLY happen, and if we are on our honeymoon and don't want anything to go wrong, we should consider cancel our reservation and book somewhere else.
During our visit, the annual furniture exhibition is happening in Milan, so there will probably be no hotels available at all!! The nearest available hotel may be very far away from city center or some horrible accommodation.
As we only have 1 day in Milan and didn't want to waste time to be RELOCATED, we decided to cancel our reservation. When the room was released again in hotels.com, the rate became Euro 800 instead of the Euro 125 that we booked at. So I strongly suspect that hotels.com mispriced the room when we booked it, that's why the hotel doesn't want to hold our reservation for us, because they want to sell it at the higher rate.
If the hotel had contacted me beforehand to explain the mistake in pricing, I would totally understand! But they didn't contact me at all!! They waited for me to contact them, then told me about the relocation. If I hadn't email them to confirm my reservation, we find out on the day of our arrival.
I think the location of this hotel is great, but the service is horrible!! Fulfilling your guests' reservation is probably the most basic requirement for a hotel! I would not recommend Hotel Genius Downtown to anyone, and travelers should be especially careful during peak season!
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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thank for reviewing your experience with us and others. In your particular case, the hotel was overbooked for one night is April. It happens, even if we work in order to avoid such things to happen. Being represent through more than 1000 companies, OTA's, distribution systems througout the world, sending out a stop sales might be tricky. Many take up to three days to respond to our request and your reservation arrived in the meanwhile. Please note that booking with third parties website does not provided us with customers info details. As soon you wrote us, making us aware of your honeymoon, we decided to let you choose how to proceed letting you know about the facts. It is clear to us now that this effort was not appreciated. Regarding the room price posted after by Hotels.com is simply a backup measure to make sure rooms are not sold due to unavailability offering an unattractive price. We received in the meanwhile cancellations, therefore it would be however great having you with us, doing what we like to most: hosting. Best wishes
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.