We booked this hotel as I preferred to stay with a brand that I trust. The location of the hotel was also excellent for our needs as I wanted to explore Milan and the surrounding areas. My experience with the Hilton hotel groups has been excellent but this was not the case this time. My concern was with the quality of the room. Room service was terrible, rubbish was not cleared from the rooms and amenities were not replenished. I had to call and ask several times for amenities and to replenish the complimentary water bottles to be able to make coffee. While they would bring one item, they would not replenish the other. For example, they would put coffee in one room but not the other (adjoining rooms), or they would add sugar but not replace the stirring sticks and so on. The main problem though was that they didn't clear the rubbish and we would go back to the room to find empty water bottles or wraps still on the tables. Eventually, I had to pay the room service lady to clear everything and properly replenish the amenities and water bottles. Even then, she did so for one room but not the other; I just gave up in the end :) What's worse is that we had other incidents that marred the experience. My daughter was locked in the bathroom for some time for example because the lock wouldn't open from the outside. When I called reception, they sent a guy who tried to open it with a room key card which didn't work. They then sent a receptionist who tried to open it from the outside with a coin which also didn't work. She then video called her dad who apparently installed these locks for the hotel who suggested we try to lift the whole bathroom door and try to open the door. Eventually I had to keep lifting the door while my daughter tried to open it from the inside. No professional engineer was offered. We stopped locking the bathroom doors in case we get stuck again. Additionally, the electricity in the room kept tripping and we spent some time trying to fix it, same guy from the previous incident by the way! Anyway, things you wouldn't expect in a hotel carrying the Hilton brand.
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