Italianway - Ponte Seveso 33

The apartment itself was nice and in a good spot, but Italianway's service was a mess. We were three people and got only two sets of towels. We complained, and the missing ones never came. There was no mention that the building had no elevator, so I had to haul 20 kg suitcases up three flights with two elderly women. Getting in was another headache after a 12-hour flight. I called five times because the Fast Check-In email never arrived. They sent me to an office at the central station and even gave me the wrong floor. Then they said the keys were at the apartment and sent a video showing the location and code, so the office trip had been pointless. At the address, the lock wouldn't open because they'd given me the wrong code. They stop answering calls after 5:30 PM, which would be especially worrying for elderly people, at night, or without internet. I wouldn't recommend this company.

The area was quiet, and while the apartment is a little far from central Milan, public transport links are good. The rest of the place was quite good too, but the stained sofa and, especially, the awful mattress made our two nights miserable. It seems like the mattress has never been replaced. We couldn't sleep well, which really takes away from a trip. The building entrance key also didn't work properly. Getting the keys took a full hour between the office and the apartment. There should be more places to collect them.

Nerino 5 is an excellent apartment in a great location in Milan, but Italian Way's service was terrible. I wouldn't recommend them. We had to call five times just to learn how fast check-in worked. They told us to collect the keys at the office, but the keys weren't there, and their directions to the apartment were wrong. The code for the key box was wrong too, so we had to call again. There weren't enough towels, and although we asked by phone, the missing ones never arrived. They also didn't explain how to return the key. They said they'd emailed the instructions, but nothing came through. Nobody answered the phone, so we had to go back to the office to ask.

The apartment was lovely, but we were three and got only two sets of towels. The third set we asked for never arrived. We also struggled to communicate with them, collect the keys, and get help when things went wrong. The padlock code for the key was incorrect, so we had to enter it again. If that had happened at night or in the rain, it would have been even worse. Good service shouldn't be so hard. Please do something about this.