Casa Brera, a Luxury Collection Hotel, Milan — Hotel in Milan

A 5-Star Hotel in Name Only – A Deeply Disappointing Experience

This hotel, while aesthetically pleasing, falls far short of what one should expect from a true five-star experience — especially at over €600 per night.

It started with our arrival. Despite a welcome email with supposedly helpful driving directions, we circled the block multiple times trying to find the entrance. There was no signage whatsoever. Suddenly, we were facing retractable bollards in a narrow side street — next to a small doorbell with no clear instruction on how to proceed. We rang, uncertain whether we were even in the right place.

Once inside, the lobby looked modern, but again: no valet in sight, no indication where to stop, and no one initially to assist with luggage. At reception, we handed over our car key without knowing what the process was. The receptionist mumbled — barely audibly — that valet parking would cost €80 per night. We were stunned by both the price and the delivery.

Then came the real disappointment: the rooftop “Etero Terrace” with cathedral views — the main reason we chose this hotel — was closed. There had been no notice, no mention at check-in, and no explanation. Ironically, the terrace was still being advertised on the hotel’s social media the same day. A kind staff member let us peek inside — no renovations were taking place. It looked untouched. Given that it’s closed Monday to Friday, the closure felt more like understaffing than maintenance.

At the front desk, I was told I had been informed by email. I had not. All other emails arrived, including lengthy driving instructions — but not this. Even if closure was unavoidable, the way the situation was handled — no information, no upgrade, no gesture — was simply not five-star standard.

Instead, we were told to use the poolside area. What awaited us was a patch of grass with six loungers — four covered in old towels, dirty plates, and empty glasses. Food scraps were on the floor. We took the two “cleanest” and tried to order drinks using a phone mounted in an elevator shaft. The line was so poor that a staff member eventually offered to come up in person.

Later that evening, hoping for a better impression, we went for a pre-dinner drink on the downstairs terrace — which was also partially closed. Low occupancy? Staffing? No idea. From a menu of 12 cocktails, the two we selected were both unavailable. We chose alternatives (none under €22), and went offsite for dinner — which, thankfully, was excellent (go to La Gioia San Marco!).

When we returned for a nightcap, the terrace had closed by 10 PM due to a “forecasted shower” that never happened. After insisting, two cushions were reluctantly placed out for us. At 10:45, it was already last call.

To be fair, after raising written concerns, eventually €100 F&B credit where taken off our bill — a kind gesture, but one that doesn’t come close to making up for the overall lack of service, transparency, and hospitality. The response at the front desk, when I initially raised the issue, was far from what one would expect at a hotel of this category. A better, more thoughtful reaction could have changed the tone of the stay entirely.

Yes, the room was well-designed. But beautiful interiors alone don’t make a luxury experience. For us, the hotel failed to deliver on its most basic promises — and the way our concerns were handled only reinforced that sense.

We won’t...

Casa Brera is a fantastic jewel box of a hotel with exceptional staff and service. TLDR version—absolutely stay here if you have the chance. ||We had one of the slightly larger rooms with two floor to ceiling windows that opened on the tiny piazza where the hotel is located. The hotel is brand new and the rooms are well appointed and impeccably clean. House keeping appears to come two to three times daily, including a lovely turndown service which often included little treats, like gourmet chocolates, aperitifs, and an amazing almond cookie on the day we arrived. The hotel location is wonderful. A few blocks from the Duomo and La Scala, and walking distance to just about everything. ||The rooms are small but gorgeous. Very comfortable beds with night stands and nightlights. And convenient plugs everywhere. Gorgeous dressing area and topaz-clad bathrooms with Etro bath products and wonderful oversized robes. ||The best part of the hotel is the exceptional staff. We were there for a week and the staff knew our names after the first day. The front desk staff helped me with several business needs — printing documents and even finding a hole punch. The concierge, Leia, was truly exceptional. My husband loves tiramisu and asked her where to find the best in the area. She researched it and on our last evening secured us a reservation at a very nice (and very popular) restaurant. When we arrived, they had the best table in the house for us, as well as champagne waiting along with a very kind note from her. ||This level of service is very uncommon. And it was consistent from Leia to the valet, the waitstaff, and the desk staff. ||The hotel restaurant had wonderful food and service the one time we ate there for lunch. The lobby bar was also excellent. The bar tender made a perfect American martini and they served amazing olives and home made potato chips. The lobby is a great place to meet colleagues and do work. ||One of the best hotels we...

Our stay at Casa Brera was nothing short of extraordinary! From the moment we arrived, we were welcomed with warm smiles and genuine hospitality that made us feel at home. The hotel’s design is stunning, with beautiful attention to detail in every corner — from the lobby to the restaurant, and especially in our room. The quality and comfort exceeded our expectations, creating a relaxing and luxurious experience.

The dining was a highlight of our stay. Every meal, from breakfast to dinner, was exceptional. The food was delicious, and the service was always attentive and gracious. A big thank you to the chef and his team for their dedication and incredible dishes.

The staff truly made our visit unforgettable. Paula and Natalia consistently greeted us with smiles and excellent service, and Paula’s recommendations for local Italian restaurants were spot-on. She even arranged a reservation that became one of our most memorable dining experiences. Ilenia at the front desk was quick to assist when we needed adjustments in our room, making our stay even more comfortable. Lea, the concierge, went above and beyond to ensure we had everything we needed, including a thoughtful touch with our last-minute lunch reservation.

From housekeeping to the front desk, every team member we encountered was professional, friendly, and genuinely invested in making our stay special. We left Casa Brera with cherished memories and are already looking forward to returning next year.

Highly recommend this hotel for anyone looking for a top-tier experience...