Best Western Hotel Blaise & Francis Milan — Hotel in Milan

Faced racism by the staff:

Information regarding the AC not working not made available to us while the booking of the stay. Why was this information hidden from us when the booking was made?

We were told by the staff that since AC is not working the mini bar would be free.

We would like to highlight the rude staff at the hotel telling us that we have consumed a lot of drinks from the mini bar - which in not the real scenario as we are allergic to peach and the drink was peach flavour and we don't consume coke or beer. Everything in the mini-bar is as it is in the room.

Due to the rude behaviour of the staff we went down to the reception and returned everything to the front desk.

The basic things you expect from a hotel are items such as sugar sachets, tea bags, creamer/ milk powder, glass to consume them, etc., which should be provided every day. I am sad to inform you that none of them were provided. When we spoke with the front desk, the assumption was that we consumed too much, and the argument was that no hotel in Italy provides creamer/ milk powder.

The coffee machine “offered as complimentary” was dirty and couldn’t not be used. This issue was highlighted during our stay and we were told that they will try to do something the next day. When we came back in the evening the next day and checked with the front desk, the person was rude again, saying that if you have not checked, then why are you asking? First, go and check if it's not done, then come to us. Why one needs to be rude is what I fail to understand. Anyways we went and checked and the machine was still dirty.

In every conversation, we have felt discrimination and racism.

I am feeling goosebumps when I try to recollect the incident when the front desk person said you have overconsumed the mini bar (when we were told it's for free due to AC not working and the fact was we had not even had one thing from the bar or drinks).

In fact, one of the staff also mentioned in sarcasm that you want even the restaurant food and everything for free because the AC is not working??? The staff crossed the limit here and then we just walked away.

Just imagine the mental health that I had to go down at the front desk and tell them to take all of this which you have provided. I have not come here for free stuff, nor did I ask for anything free.

The best part is that the management/hotel manager did not bother to reply to the email in which we raised...

Concert/couple travel: I'm rating this 4 stars just because we did had a great stay and the hotel has great potential, despite the A/C not working and the poor welcoming at reception and check in process. I would stay again if I have to, since it was a great deal cost wise. If the A/C was working and if we have had a different receptionist welcoming us, I'd definitely rate 5/5 and book again for future gigs.

Positive: Best breakfast we've had in Italy, BF staff friendly and prepared, cozy and quiet room, location based on the Alcatraz Venue (15 min w/distance) and reception area, looks very nice. The surroundings are safe from an Italian point of view, at night I wouldn't reccommend to walk around but just like any other place/country.

Negative: 1. Lack of professionalism, experience and customer service at reception. No welcoming whatsoever, nor information at the check in, in fact I had to ask everything myself, no ownership and zero instructions, be careful if leaving your luggage on desk, since no one will be on top of it, worth to mention they do not label your bags and anyone can get behind desk and take stuff out of bags, I had to do it a few times. The welcoming and check in experience was something you would expect from a 2 star hotel.

A/C not working, it was very hot but I understand these things can happen. Since I'm aware that reviews are meant to help future guest by providing them with a customer point of you of the hotel, I will skip a lot of details, if the hotel is interested I can provide all details including the staff involved. Hopefully a serious feedback to the young lady who checked us in would help her on her professional growth and more importantly help the hotel on providing a normal standard of the category they are listed in. I must mention that I noticed not all members at reception are like this, others are clearly more experienced and...

I recently stayed at this hotel for a work trip, and unfortunately, the experience was disappointing overall. While some staff members were polite, several issues made the stay frustrating and uncomfortable.

First, the air conditioning in our room did not work, the room remained uncomfortably warm throughout the nights.

One evening, our team planned to have dinner at the hotel to continue working together, but we weren’t allowed to use the lobby area due to a private event. We noticed a free meeting room and asked if we could use it briefly — it was already 9:30 PM — but were told it would cost $150 usd, which felt completely unreasonable for such short use. There was also no room service, so we had no choice but to go out and find food late at night, when most places nearby were already closed. No one informed us of this beforehand — a simple email or phone call earlier in the day would have helped us plan better. When we asked for support at the front desk, they weren’t helpful and offered no real solution.

Even basic amenities like drinking water came at an extra charge, which added to the overall sense of poor hospitality.

To make things worse, during check-out, the young woman at the front desk was rude and dismissive when I asked for a breakdown of the charges I was being asked to pay. That interaction left a bad final impression and made my stay end on an even more negative note.

Overall, the hotel lacks flexibility, communication, and basic customer care — not what you expect, especially as a...