Starhotels Rosa Grand

I am extremely disappointed with how Rosa Grand Milano handled my situation, especially as a loyal returning guest. Shortly before our trip, I was hospitalized with viral pneumonia, and both of my children were also ill. We could not travel, and I was willing to provide medical documentation. I asked to either change the dates or receive a refund. Booking.com said they could process the refund if the hotel approved it, but Rosa Grand Milano refused any refund or flexibility. Two other hotels booked for the same trip offered reasonable solutions: one refunded us, and the other changed our dates free of charge. Rosa Grand Milano was the only hotel that refused to help. Instead, they asked me to pay an additional €500 on top of the approximately €920/night already lost. I understand cancellation policies, but genuine medical emergencies require understanding. After years of staying there, I am extremely disappointed and will not choose this hotel again.

Everything was a struggle at a $1,000-a-night hotel We are currently staying at this hotel, and even basic requests have been a struggle. I am also a Star member with this hotel company, which makes the experience especially disappointing. The coffee machine in our room did not work on the first day and was fixed on the second. On the third morning, I had to call six times before coffee pods were delivered. Waiting for them delayed me by an hour for a meeting. When I called room service for two coffees because the machine wasn’t working, the person I spoke with said it was “not his problem” and that we would still have to pay. I had not asked for free coffee or even mentioned the price. The response was needlessly rude when an apology would have been appropriate. Housekeeping also failed to do what we requested, including replacing towels. These may sound like small things individually, but the repeated calls and follow-ups made the whole stay exhausting. The lobby bar staff were very nice, and we appreciated their service. We understand that an occasional mistake can happen anywhere, but the overall standard of service here has fallen far short of what we expected from a hotel charging this much. Based on our experience so far, we would not recommend it at this price.

We are loyal customers and have been sending all our clients and friends to this hotel for years, and we have never had negative experiences at any level. Central hotel and just a few steps from the Galleria and Piazza Duomo - literally behind the hotel - large spaces available, excellent service from check-in to housekeeping and the restaurant, including breakfast. My friends received a wonderful free upgrade this time. We had noted on the reservation that our friends from NY were in Italy to celebrate their 42nd wedding anniversary, retracing the steps taken during their honeymoon in 1984, and upon arriving at the hotel, they found the Penthouse at their disposal. An entire apartment with a private terrace and a view of the Duomo that completed a 12-day trip with a tear. Thank you and well done to everyone.