Matilde Boutique Hotel, WorldHotels Elite

We paid a lot, so we expected much better service. It felt as if the hotel was cutting costs wherever it could. The room itself was spacious and nicely decorated, and the hotel is in a great spot near the duomo. Most staff were friendly and tried to help, though the breakfast staff were an exception. The towels were badly worn, with holes in several of them, and really weren’t fit to use. Our room was by the tram line, so there was quite a bit of noise. We expected some of that, but it still made sleeping difficult. The shower had no shelf or other place for soap and shampoo, just the floor, which was a small but annoying problem. Breakfast was okay, though we had better at most of the other hotels on our three-week trip around Italy. There was no lactose-free milk when we asked, as we were told it had run out. During breakfast, one of the waitresses, possibly the head waitress, was verbally berating a junior waiter. It was unpleasant to watch and seemed unprofessional. We noticed a number of things that didn’t feel up to the standard of a four-star hotel.

Right in the middle of the Dumou area, the location is perfect. Staff were okay, helpful with arranging a taxi, and quick about it. The downsides were the condition and cleanliness: the room seemed overused, things were falling apart, and it smelled. There was no security at all, since anyone could enter and leave the hotel.

Karl made a real difference to our stay. He was warm, attentive, and quick to step in whenever we needed help. His professionalism, intelligence, and ability to think quickly showed in every situation, and he was proactive about solving problems. The hotel is lucky to have someone so talented on the team, and I hope they hold on to him.

The suite was spacious and had everything we needed for a comfortable 2-3 day visit. It was spotless, modern, and tastefully put together with quality finishes. Breakfast was generous, with plenty of variety by my standards, and reception staff were very friendly and helpful throughout. The hotel is charming and elegant, right in the heart of Milan, just a two-minute walk from the Duomo. It’s an ideal base for seeing the city. There’s no hotel parking, but Autosilo Diaz is only 200 meters away and charges around €30 for 24 hours. One small suggestion: a black makeup towel in the bathroom would help keep the lovely white towels from getting stained.