Hotel Milano Regency

I am very unhappy about my stay and the Regency Hotel. I stayed at the hotel from the 11th of august and checked out on the 14th. I was staying there with my mother for a little holiday and I am unimpressed to say the least. First and for most the air conditioning was not good. It was 35 degrees while we were over there and it was quite uncomfortable in the room because the air conditioning was bad. With regards the staff I found them quite rude. For example, our check in time was 12 o’clock and when we went to check in the boy at the counter told us to pretty much go away and come back in 2 hours even though on “love holidays” our check in time clearly said 12. We eventually, about 20 minutes later were let in but only at a cost. On another incident on the second night, my mother who is recovering from a knee replacement requested another pillow for her as we were both sharing a double bed and were only provided 3 small pillows. Our request was denied as they apparently “had no pillows” which is ridiculous as it is a hotel🙄 Probably the worst part about this hotel/ trip was probably the location. The part of Milan the hotel is in was not the nicest. I for one felt very unsafe walking around and there is not much to do in walking distance.

We arrived early, around 1:30 PM, and inquired about the possibility of an early check-in as my wife was not feeling very well in the flight. Unfortunately, not only was our request denied but nicely, the standard check-in was also delayed. One of the receptionists, Cristina, was particularly unhelpful. The staff demonstrated a lack of customer service skills, empathy and their behavior was both rude and unprofessional. There was a guy wears glasses in reception who in evening shift was very rude with me and misbehaved with my wife. I am deeply concerned about how individuals with such conduct are employed as receptionists. I am extremely disappointed with their behavior.

I'm sorry to say that my stay at Regency Hotel was disappointing. Room smelled very dusty (imagine walking into a vacuum cleaner on a hot day), carpet is stained, towels smell like vinegar and everything seems like it would benefit from refurbishing. Luckily my room didn't have bed bugs, unlike my friend's.
Staff was very nice, but in the end provided no help with my smelly room.
Breakfast was ok if you're planning a short stay.
Location of the hotel is good, close to bus and tram stops.

I cannot share any feedback regarding rooms and location as I was robbed of my money and couldn't even visit the place, here is how it went.

I booked online and paid in advance with the "no payment back" policy, so far so good.

Before the day of my visit, my daughter got sick and the pediatrician informed us that we should stay at home for a week.
I reached the hotel reception by phone and asked if they could do anything in this condition and if necessary I would gladly share the prescription by the pediatrician.

They were so kind on the phone and said that a proof won't even be necessary, they would inform the hotel owner and turn back to me confirming either payment back of the original amount or at least give me the opportunity to pick another day in the close future for a free stay as I could not attend the reservation due to health reason. This is all you can expect from a proper hotel, right?

Things went downhill afterwards. I send numerous emails and made couple of calls to remind them of the promise and had no feedback. Finally when somebody was interested in my case after 2 weeks, they underlined the fact that the booking was made with "no payment back" policy. Excuse me but that's not the focus point, I'm obviously aware of the conditions.

They were kind in proposing me a solution on the phone before and now relying on the texts provided during reservation. So I reminded everything and their final response was asking for my credit card info to pay back breakfast and tourist tax only which represents around 20% of the cost.

As I was very annoyed of this customer experience, I requested full refund or confirmation for a date two weeks later once again.
Afterwards, there was total silence, neither payment of the 20% nor any response. And this took a total of 1 month of one-way communication, rarely receiving responses from the hotel.

This is my horrible experience not with the hotel itself but its management and total lack of any decent understanding of customer experience. I represented numbers and my daughter's sickness was simply toyed by their attitude. I do not recommend this hotel to anyone unless you pay at the reception and see this only as business rather than a proper accomodation experience with value given to their customers.

The staff called us 2 times on the room phone at 4:45 am to accuse us of bringing other people into the room and ask us to pay a fee. Spoiler alert : we where already asleep for 3 hours and no other people had been invited into our room during our stay. The staff didn’t even apologise the next morning for their mistake. Hotel is kinda cute tho if u don’t mind skipping some sleep.