Piazza Duomo View - Prestige Boutique Homes — Hotel in Milan

The worst customer experience!

I've made a reservation via Booking.com app.

The moment I made payment and received confirmation, I realized it is for 2 people instead of 3 - my preference was set up for 3, Booking offered this apartment and I made a booking immediately.

Immediately, I have contacted both booking and host, explaining the situation and asking for additional payment for third person or cancelation - it was last minute booking, and no refund cancelation - but offered to pay partially as it was mistake.

Host was unresponsive, so I contacted Booking customer service, talked to agent and they requested cancelation from host.

Still we are trying to contact host, we are writing messages to several people now - but they either stop responding or offering us different apartment with 10 times bigger price.

Again, contacting Booking customer service, they also try to contact the host and receiving info that they will cancel and keep the money as it was no refund policy.

They don't care or show any kind od sympathy or willingness to take into consideration it was honest mistake. I've sent emails, and messages to host via Booking and WA.

They answered on Booking saying they will cancel my reservation and keep all the money. Still, they are not canceling it officially through app, so they can say I was a no-show.

Through the process, I have offered different solutions, even paying partially for mistake.

But their attitude, ignorance and fraudulent intentions were all that was on the table from their side.

By far, this is the worst customer experience ever, from both Booking and host.

I have never experienced something like this, and I'm a frequent traveler.

This is full time robbery, seasoned with...

I arrived at the property around 10:00 a.m. on the day of check-in and attempted multiple times to contact the hotel regarding luggage storage. Unfortunately, no one was available to assist or respond. I did not receive any reply until almost noon, by which time I had already secured a room at another hotel out of necessity. When I informed the hotel that I wished to cancel due to the lack of support, they refused.

This level of service is deeply disappointing. There was no option to leave luggage, no staff present, and absolutely no way to communicate in a timely manner. Even after explaining the situation, the hotel declined to provide any refund and ceased responding altogether.

Despite being fully aware that I would not be staying and had never accessed any of their services, they still refused to refund my payment. This is extremely unreasonable and unprofessional.

To anyone considering booking this property: please proceed with extreme caution. The hotel does not have a staffed reception, offers no on-site assistance, and poses significant risks in terms of convenience and safety. You could easily end up stranded with your luggage and no help in sight.

The €100+ I lost may not be a large amount, but it reflects a complete failure in customer care. I strongly advise against booking this...

I showed up at 10 a.m. on the day of check-in and tried reaching the hotel to ask about luggage storage — there was absolutely no way to get in touch with anyone. No response at all until nearly noon, by which point I had already arranged alternative accommodation. I informed them I would be canceling, but they refused to accept it.

This is unacceptable. They didn’t offer any support or basic services like luggage storage, and yet still insisted on keeping the full amount. After I messaged them again, they stopped replying completely. It’s outrageous.

What’s worse, they were fully aware I wouldn’t be staying and still refused to refund me, despite me never stepping foot inside their property. A word of caution to future guests: this place has no front desk, no security, and no assistance. You’ll end up wandering the city with your bags like a fool.

Consider the €100+ as money thrown away — this place is a joke. Avoid...