House Beatrice Milano

There was nobody at the property when I arrived to check in, and the whole building seemed unattended. I couldn't check in because there were no staff in sight. They didn't even apologize. A hotel that won't let its guests in feels like a locked building with a listing, not a hotel.

JEM, the receptionist, was really kind and welcoming, and our room was huge with a great modern bathroom. Everything was clean, and we loved the coffee machine and sweet treats. The building looks a little odd at first, but it's a great place to stay if you want to be right in front of the train station and the buses to the airport.

This was several years ago, before covid. I was so angry that I left a review elsewhere at the time. Now I'm looking for a similar stay and came across this place, along with another review that sounded a lot like my experience. The anger came right back. We picked it because we'd be arriving late by train. The train was delayed even more, and by the time our tired selves reached the hotel around midnight, the woman at reception said she'd given our room to someone else. When I asked why she hadn't called, she said our names seemed strange and she thought we were foreigners. We technically are, but we had Italian phone numbers, spoke Italian, and had lived in Italy for over 20 years. She said she had another hotel farther away, but we'd have to call and pay for a taxi ourselves. I was upset and said the least they could do was cover the cab. She refused, then put her hands on me and tried to push me out the door, saying we would wake the other guests. At half past midnight, we were left on the streets of Milan with our luggage, pretty much homeless until we found another hotel, which cost us extra. It's a real shame that places like this can keep doing business because of their location, regardless of how they treat people.

Four weeks before our stay, we emailed to ask if a late check-in would be OK, but heard nothing back. On the day we were due to arrive, they charged us for the booking and then said we couldn't arrive late. They wouldn't let us cancel or refund it, and were no help at all. My friend and I were left out on the streets of Milan while we tried to make other arrangements, two women travelling to Italy for the first time. Disgusting customer service and behaviour. I'd advise against staying or doing business with this hotel if you want to feel safe and get satisfactory service. What a shame.