First of all, to say that this hotel deserves even 1 out of the 4 stars it claims it was awarded is to be generous. The first sign of what a “fantastic” hotel this was going to be was how the staff would get the elevator for us to get in and then they would take the stairs because they did not like the elevator. We would have attributed this to a fear of elevators perhaps if the same exact situation did not occur with 3 separate hotel staff members. But I digress… We had a reservation for 2 rooms. The first room we were placed in had no A/C. It seems to be only a seasonal amenity, which is not something they mentioned, and a rather important feature given that in Oct, on the top floor of the hotel, rooms felt like 90 F. The 2nd room we were placed in had a flooded bathroom, which the mgmt told us they knew about. However, they felt that the room was up to their standards and they would feel perfectly comfortable staying there themselves. Ultimately, we were given the option of switching rooms and upon doing so, change rooms 3 times during our 3 night stay since the rooms which they were going to place us in the 1st night were not what we paid for (though, I must point out, neither was a sauna room or a swim-ready room) and we should revert back to a triple on the 2nd night of our stay. And since that triple wasn’t going to be available for the last night we were there, we needed to switch back to something else. Now, we don’t like to spend our vacations playing switch-a-roo with rooms so they offered to just pack up our things and move them for us. Fantastic…just what the vacation needed! Them going through our things! Since this was less than satisfactory, and accompanied by no apologies, discounts or anything that might make up for the fact that what they were offering, both in the rooms and the hotel as a whole, had nothing to do with what we paid for, the gentleman at the front desk rather rudely informed us that we can just stay in the flooded rooms for all he cares. He was busy. In spite of the fact that we did not discover the rooms in this condition until we returned from our day around Milan and it was midnight, and we were the only clients in sight, apparently the staff of the hotel was way too busy to handle our minor concerns. After a bit of arguing, we were placed in another (non-flooded) room and were told to talk to the manager in the morning. For the other room (“the sauna”), the 2 members of my family who were supposed to be there were placed in a room where the toilet seat was falling off, the shower was moldy, the ceiling was flooded and the curtains were ripped. To add insult to injury, late at night the neighboring guests came in to their room talking rather loudly. When my mom told the front desk about this, the receptionist felt it was more appropriate to give her a lesson about the difference between a reception (where he was) & a front desk (the desk at the front of a room, according to him), than to call the guests and ask them to be quiet. Lastly, the “satellite TVs” in the rooms are really 10 inch TVs from the early 90s, B&W with a total of 10 channels, 3 of which were EuroSport in German.
The next morning, those same guests decided to smoke, using the ashtrays conveniently located in the hotel right under the “No smoking” signs.
Later in the morning, upon approaching the manager, he told us that if we don’t like the swapping of rooms and smoking, we can leave, w/out a refund for the unstayed nights of course.
We have traveled around the world and we’ve never encountered such rudeness and blatant misrepresentation of facts when it comes to a hotel description. We’ve previously stayed at hostels that offered better amenities and infinitely better staff service than this for 15 euros/night. This shouldn’t even be a hotel. It’s more like a place to go to if you want to be yelled at and sleep in a room that’s falling apart. It certainly would make anyone appreciate their home 1,000 times more.