Sina The Gray

Dear Sina Gray Milan Management, I am writing to express my absolute dismay and outrage over the appalling experience I endured during my recent stay at your hotel. It was not just unpleasant but outright stressful and frightening. On 12th Nov 2024 the hotel experienced a complete blackout from approximately 10 PM to midnight. This situation was managed with a shocking lack of professionalism, care, or basic concern for guest safety. At no point did any staff inform or assist guests, leaving everyone in a precarious and dangerous situation. With no electricity, essential services like the lift were non-functional, and access to rooms—which relies on an electric code—was impossible. I had no choice but to navigate the dark back staircases to reach the front desk multiple times to seek help. To my utter disbelief, the staff were unresponsive, dismissive, and unwilling to engage in any meaningful conversation. Despite my repeated pleas for updates or solutions, they showed zero concern for the distressing conditions their guests were facing. As the blackout persisted, another guest, who fortunately spoke Italian, attempted to check in and insisted on speaking with the manager. Even then, the staff displayed an alarming lack of care or urgency. This experience was not just unacceptable; it was deeply unsettling. A hotel of your reputed standing has a duty of care toward its guests, and you failed in every possible way. The lack of communication, assistance, and basic safety protocols during an emergency situation is inexcusable. Rest assured, I will be sharing this experience widely if immediate and satisfactory action is not taken.

My husband and I were impressed with the overall quality experience we had in this hotel. We were apprehensive when we booked this hotel because we normally do not stay in Small Luxury Hotels (SLH) we are used to the big hotels however we were amazed by the hospitality of the staff, from the lady who checked us in to the bell man. Not only that, the room is well appointed and it’s also very clean. They also had a turn down service. In addition, the hotel is literally at the back of the Galleria Vittorio Emanuele II shopping arcade. If you love shopping like me then this is your best option. It’s also near the Duomo Milano. We will be back in Milan in a few months and will definitely stay here again. Being in the middle of Milan with great amenities! You cannot beat that.

The hotel staff were extremely helpful in arranging transportation from/to the airport as well as to other cities on our trip. The room was upgraded free and was so very nice and comfortable. The location is central to the city center to walking was a breeze! Would definitely go back!

They are the biggest rogues going. We booked at one price then increased when we came to check out. One of our friends had a better room. Got $100 each night but wouldn’tt offer the same. My other friends were upgraded ( which they hadn’t requested ). On check out were charged Their breakfast is beyond awful. Only good thing is the location. !!!!!

What a treasure! So close to everything -- shopping, the Duomo, Galleria, etc. yet peaceful and quiet oasis. The staff was attentive, friendly and went out of their way to help. Even arriving early, with a worn out bunch of kids, they worked hard to get us into our room as soon as possible - not an easy feat during the busiest season of the year, We stayed in the large "family suite" which consisted of several interconnected rooms that could be joined providing a ton of space for our group of 5. The room was clean, modern, with great AC and nice views of the streetscape. The breakfast each day was solid (just what you need to fuel up, but not over the top) and the outdoor cocktail lounge was a great place to unwind at the end of the day and escape the crowds (while enjoying some serious apertivos). Not sure how anyone could hate on this hotel - it is truly a gem - intimate, yet not pretentious, elegant, but not obnoxious, universal yet still "Milanese". If you are a fan of "bigger is better" chain hotels, this is not for you. Highly recommend for everyone else.