DoubleTree by Hilton Milan

The hotel and rooms look gorgeous, and housekeeping came often and did a good job. The location didn't bother me much. If you know how to use the bus, getting around Italy is easy enough, and we visited central Milan and Como while staying here. The restaurant downstairs was awful and overpriced, though. Avoid it. There are places to eat a five-minute walk away, or Lidl is seven minutes away. I usually like DoubleTree hotels, but this stay left me frustrated by repeated refusals and poor communication. Some of the refusals were understandable, others questionable, but there were no solutions or attempts to help. I was told a promotion would make me a gold member with breakfast if I paid for this hotel. I was excited and had evidence of the conversation with hilton. When I arrived and spoke to hilton, they said I would only become gold after the stay. It was annoying, though I had thought the offer sounded too good to be true. The hotel didn't try to help or accommodate me, just said no. We had leftover pizza and asked if they could heat it, since there was no microwave in the room. They refused because it wasn't from their restaurant. That's poor customer service. I also wanted family members to join me in my room. I understand the capacity limit, but it seemed odd when similar rooms had four people. I was willing to pay, but they said I had to book another room. We did, and I expected to get points and nights credited to my hilton rewards. Then, one day before checkout, that room disappeared from my account, the keycards stopped working, and the payment was reversed. I later learned they'd temporarily cancelled it because they said the booking had to be under my family members' name, not mine. Once again, there was no help or communication. They took away the only thing I thought I was getting, my rewards. They gave me plenty of cookies, which was nice, but they were like bricks. In the hotel's response, there wasn't a single apology, and being told to familiarize myself with local regulations felt backhand insulting. I understand the points they explained, but refusing everything without offering a way to resolve it is bad service. I hope they listen to the feedback instead of saying they regret or appreciate it. Guests need a way to heat leftovers, and the hotel should communicate and fix a stay when confirming it instead of silently cancelling keycards on the last day.