I booked a junior suite directly from the hotel website for 2 nights from April 5-7, 2013 (booking number: B1685MXN5136). When we arrived, the check-in was smooth and we were assigned a room on 4/F. When we opened the room, we found another guest and a service staff were still in the room. They didn't explain (maybe because of language problem) but we knew that they were about to move their stuff out so we waited. After they left, my friend went into the bathroom (it was a sliding door and there was NO LOCK). The service man knocked the front door again and wanted to check if he missed anything so I let him in. He looked around and without knocking, opened the bathroom door and saw my girl friend still inside. Then he closed the door back, briefly said sorry and just left quickly. We were tired after 9 days of travel around Italy, so we just wanted to relax and didn't make a fuss about it.
The room itself, although with new decor, didn't look like a junior suite to me. I wouldn't call it a 'suite' as it is just one room, maybe a bit bigger than the standard double room. Since we booked for 2 nights only and there were enough space for 3 persons and 3 suitcases, we didn’t bother to ask either.
When we made the booking, we knew that breakfast is NOT included as it is printed on the confirmation. When we checked-in, the man at the reception (name unknown) told us about the opening hours of the breakfast room so we asked if breakfast is included. He explicitly said YES, IT IS INCLUDED. We thought it was a nice surprise.
The real problem, which we cannot accept, happened when we checked-out. We were charged 54 Euros for the breakfast (9 Euros each x 3 perons x 2 days)!! What a real surprise?! We of course asked why and the staff, named Robert, pointed to the confirmation sheet and said breakfast is not included. We then asked Robert if breakfast was not included why during check-in the staff told us about the breakfast hours. His response was that he it is part of their procedure to inform every customer about the breakfast hours. We clarified that the staff at check-in told us breakfast was included. He didn’t bother to check with any other staff, but just said that he knew what their procedure was and the staff was just following the procedure.
We said we cannot pay because we were misinformed and mislead. Robert rudely responded that it is a fact that we had breakfasts and so we had to pay! He repeatedly said that it’s their procedure and never apologized, even after we told him the fact that we have NEVER been informed about the price of the breakfast. He (Robert) has such poor attitude and treated us like we were cheating their breakfast and refusing to pay.
A new minutes later when were still discussing at the front desk, some other customers came in. They stood right behind us and could clearly hear our conversation. I repeated that we cannot pay because we were misguided and were not properly informed of the charge. Then I asked Robert where in the hotel or on its website we can find the price list for the breakfast. He responded he there was no price list. So I said they are cheating their guests because there is no price list and their staff failed to inform them the charge beforehand. Robert finally agreed to remove the charge of only one day (ie. 27 Euros) because he couldn’t produce a price list when being asked. The real reason maybe that he didn’t want the customers behind us to hear any more about this mess. We had to catch a shuttle to the airport so we finally paid 27 Euros extra, without a good reason nor any apology.
I still do not accept and understand why we were charged 27 Euros for breakfast when we were explicitly told that breakfast is included. If it is not included, we should have been informed of the price during check-in. It is not so much about the money but we really felt cheated and were treated by Robert in the rudest manner. If, according to Robert, the hotel staff cares so much about the procedures, why we were never asked to provide a room number before we had breakfast, nor were we asked to sign on a receipt afterwards to confirm that we actually had breakfast. How could the reception charge their guests without knowing whether they actually had breakfast or not? Do they charge just according to the number of heads and the number of nights, disregard whether they actually had breakfast? Finally, I demand a full response and refund from the Management.
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- Also Known As:
- Quality Inn Milan
- Quality Hotel Milan