I booked a hotel in Milan for my friends, for their honeymoon as surprise. On Sunday, two days before their departure, the hotel messages me to say that there is a fault with the junior suite and they are providing another room (a downgrade). Of course I was not happy with this as what I paid for was a junior suite and more importantly, the room was not for me - it was for their friends for their honeymoon. I asked them to refund the difference, as the room they were providing was a lot cheaper than what I paid for. They wouldn’t do this. Instead, the said they would do a free spa, refund me the money the €10 I paid for rose petals and candles to be around the room and leave a bottle of alcohol. I told them this is not acceptable as 1. My friends do not drink and 2. It’s a honeymoon.
I also asked if they provide a shuttle service to which they responded no.
Nonetheless, my friends went to the hotel and immediately they are met with renovations. None of which was stipulated at the time of booking.
The hotel did not provide the decorative features I asked for, instead scattering some petals, some of which my friend said were burnt.
Bed bugs were also present in the room. Really disappointed with this hotel, especially as the previous reviews seemed so positive.