We selected the hotel for its reputation as a flagship, luxury property within the Marriott Bonvoy portfolio. We booked a 3 night stay at the beginning of a 3 week trip through Italy,. The hotel has a majestic presence in a wonderful, central Milan location. The common areas of the hotel have magnificent architectural details and are beautifully appointed. The staff is universally professional and well-trained. We were pleasantly greeted upon checking in and assigned a room that we were looking forward to after traveling close to 24 hours end-to-end from our home in California. The room was badly worn and very disappointing. The leather on the exterior of the door was literally peeling off. Inside; the leather headboard was also in horrible condition; the leather desk chair had holes in it and showed considerable wear; the leather-covered drawers were worn through and peeling; and the long wood laminate counter was badly chipped. The room should have been renovated years ago, and certainly had no place being in a 5-star, luxury hotel. We were exhausted from our long journey, otherwise we would have requested a change in rooms. We unpacked and prepared to refresh with a shower when we realized that the temperature control for the shower was not functioning. We called the front desk and they promptly sent up a tech. He worked on it and then summoned another associate. Neither could fix it. We called the front desk again, and they said that they’d move us to another room within 10-15 minutes. We packed up everything and waited. About an hour passed and I went down to the front desk to personally discuss the matter and find out why we had not been moved. The desk clerk was very kind, and stated that they were still working on finding us another room. He stated that the hotel is very aware of the condition of the rooms, but doesn’t want to close off any rooms for renovation when the hotel is busy during prime season. He assured me that the new room would be ready soon and that they would be moving us to a “much larger” one. Finally, after waiting about 2 hours, we were moved to our new room. Again, the leather on the door was badly peeling and should have been replaced. The room was not substantially larger, and seemed roughly the same size as the first one. Overall, it was badly worn, the carpet had stains in it, and the bathroom had mildew in the grout around the shower/tub. The bathroom felt dirty. Upon checking out, the desk manager asked me how our stay was before realizing that she recognized our name. She told me that our situation had come up in a staff meeting and that the hotel wanted to try and make things right by offering to credit our Bonvoy account for one of the three nights of our stay. While this gesture was appreciated, the experience at the hotel was extremely disappointing. Aside from its beautiful common areas and polite, attentive staff, the guest rooms are in deplorable condition and have
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