AC Hotel Milano by Marriott

The room stayed too warm at 23°C even though I set the thermostat to 19°C, because the air conditioning didn’t work. Maintenance came after I contacted the front desk but couldn’t fix it, and nobody offered to move me. The shower was broken, and the drain didn’t work properly either, which made the bathroom inconvenient to use. As a Titanium Elite member, I expected complimentary breakfast, but it apparently wasn’t included. Staff only waived the charge after acknowledging the room problems and the poor experience overall. The basic room issues and inadequate response were extremely disappointing, far below the brand standards I expect. I wouldn’t recommend this hotel.

We had three rooms for our family, the superior suite, deluxe room, and executive suite on floor 2. All were run down and unpleasant, with stained couches and dusty nightstands. Across the rooms, there were leaking showers that flooded the bathroom floors, detached shower handles, broken lightbulbs, tiles, and outlets. Domenico, the manager, did nothing about it. Staff just said they had nobody who could fix things that day. My mother’s name was on the reservation, but they wouldn’t let her check in at the usual time until I arrived at 8pm. She was left waiting in the lobby for four hours. As a Platinum member who’s stayed at many Marriotts, this experience made me reconsider my loyalty. The location felt isolated, and this seemed like a 2-star hotel, not a 4-star.

The beds are comfortable, breakfast is great, and the staff are phenomenal. Street noise doesn’t come through, though you can hear neighbors’ doors slam. It’s close to my favorite neighborhood, Isola, with lots of great food options. I’m three weeks into a four-week stay, and getting problems fixed has been impossible. I’ve asked every week whether the gym has heat. It’s late January, around the mid 30’s to mid 40’s outside, and the gym feels just as cold. The front desk keeps saying the maintenance tech isn’t around and there’s nothing they can do. The dumbbells are literally ice cold, and the room is so uncomfortable that the treadmill is about the only equipment I can use. There’s even a review from three years ago mentioning the same problem, with a photo attached. Last week I woke up to a huge crack across the sink bowl. It had been fine when I brushed my teeth the night before. I told the front desk six days ago and they said maintenance would take a look. Water has been pouring from the bottom onto the bathroom floor ever since. I’m still a fan of the hotel, and I can’t blame the front desk staff since this isn’t their responsibility, but there are clearly cracks in how the hotel is managed, no pun intended.

The room was dirty when I arrived, with a visibly grimy floor, and there were no slippers. I had to go downstairs and ask the front desk for a pair. The air conditioning wasn’t working, supposedly because of energy-saving measures, but the windows were sealed shut too, so there was no ventilation. It became unbearably hot and made it very hard to rest. More seriously, the in-room phone and phone jack didn’t work. Staying alone, I had no direct way to reach reception or emergency services if something happened. That’s a serious safety concern.