NYX Hotel Milan by Leonardo Hotels

The hotel is nice and clean. Unfortunately, there was an inconvenience that the staff could not handle professionally.
I paid for breakfast with the room rate, which was confirmed by the lady at the reception upon arrival.
When we went for breakfast, we were told that breakfast was not included in the price. If we want to have breakfast, I should show up at the reception first with the credit card. I repeated several times that we can clear it up after breakfast, the minibar has to be paid anyway. I just paid nearly 300 Euros for the room in advance and they think I don't want to pay for breakfast?
With great difficulty, I managed to convince the reception that we could have breakfast first.
During breakfast, while we went to look for coffee spoons, they took away the food we put on the table. That was a lot.
The room card didn't work either, we couldn't get into the room several times, this wouldn't be a big problem.
When booking, one of the options is the view of the city, we looked at an inner courtyard and an office building similar to this.
Then I had to explain the breakfast again at the reception. No one apologized.
We came to rest, but unfortunately they ruined our day.
Today we went over to the Grand Hotel Doria.

I am writing to express my extreme dissatisfaction with the condition and service during my recent stay at your hotel. Upon arriving at our room, we found it very dirty and in poor condition.

Specifically:

• The toilet had visible poop stains.
• The bed sheets were stained.
• The shower curtain was heavily stained.
• The sink had grime stains

I attached all relevant photos documenting these issues.

We had to change rooms twice before we were given one that was barely acceptable. However, even in the final room, the toilet seat was severely stained, and the AC was leaking. After a long day of travel and the inconvenience of changing rooms multiple times, we had to deal with engineering and the cleaning staff entering our room. Additionally, a small decorative pillow was soiled with pink and brown stains, which I had to remove from the bed and place on the floor next to my used towels.

The following day, the daily cleaning service only replaced one big towel and left the bed unmade. To our dismay, the dirty decorative pillow was also thrown back on the bed. This level of unprofessionalism and poor service is unacceptable. We reported this to the front desk, and while Janelle assured us that someone would come to remake the bed, she also accused us of returning to the room and lying on the bed, claiming that the room attendant had already made it. This accusation was not only unfounded but also incredibly disrespectful. It is outrageous that our legitimate concerns about the cleanliness and state of the room were dismissed so casually, and we were instead blamed for something we did not do. This shows a complete lack of respect for our opinions and experience, and it made us feel unwelcome and mistrusted as guests. It is unacceptable for a hospitality establishment to treat its guests in this manner.

Also, when we returned from dinner at midnight, the bed was still unmade. This was unbelievably unreliable service. We contacted the front desk again at midnight and were told the manager would follow up. It is now day three, our checkout day, and we have yet to hear from anyone.

Even the front desk gentleman, Mirco, mentioned that there were no notes about any of the issues that occurred during our stay. This experience has been extremely disappointing and stressful, far from the relaxing vacation we had planned. The offer of drink vouchers is laughable compared to the amount of stress and inconvenience we have endured.

I expect a more substantial resolution to this matter.