Boutique Hotel Borgo Nuovo

The atmosphere here is awesome, and it's close to the center of Milan. Great experience: the room was clean, the bed really comfortable, the bathroom really good, and the hotel was great.

I arrived late and exhausted, only to be told that my reservation had been cancelled, even though I'd booked on their site and received both a confirmation and a reminder with all the details. A woman at reception seemed to be trying to hide who the owner was. He eventually arrived and said all was right because some system had sent me a cancellation email, but I never received one. He offered to help find another hotel, but that didn't change how disappointed I was to be at reception late at night with all my luggage. I wrote a note in the guest book, and the owner tried to stop me, but I didn't. I wonder if the note is still there. Check when you arrive. I hope your booking doesn't get cancelled!

This was a very upsetting experience that no guest deserves. They charged my card twice the amount, saying that after we checked out, some strangers had used the room we'd left and that we were being billed for the damage they caused. We never got our money back. I was robbed. On top of the terrible customer service and the money they took, there seemed to be absolutely no control over who entered or left the hotel or the rooms. Danger, warning: do not book here.

I wanted to change my reservation dates, but even though several rooms were being offered online, the hotel declined my requests or didn't reply. They still charged me the full cancellation or no-show price. The only offer was to make another reservation and get 20% off a dinner. So they wanted to charge me twice and make money from a dinner I never planned to have. They don't care about customer satisfaction and will take every chance to rip you off.