My friend and I stayed a night at the Starhotels Anderson during the last leg of our European inter-country, self-planned trip and never have I experienced bad service from any hotel in Europe or any hotel, for that matter. (a "four star hotel" and part of THE Star hotels group, at that)
I am a business owner and I myself manage a company engaged in the service industry. My family and friends love traveling all over the world and I have traveled to a lot of countries. We are used to four star and five star hotels giving excellent service and I have never complained about anything, except in this instance. I have stayed in dozens of hotels but this is the first time my friend and I experienced this type of service:
To start off, when we arrived from Milan's Statione Centrale and across the street to the hotel, hauling our heavy luggage down the steep stairwell, the bellboy just looked at us and did not even offer to help. One would expect that being a four-star hotel in Italy would merit at least an offer to help. This holds true even when checking out and leaving the hotel. Two different bellboys just looked at us and did not even flinch. Apparently, moving an inch from their position, ironically, NEAR the stairwell, is too much work for them.
Next, when checking in, a certain "Gioelle", from the reception desk, attended to us. While Giolle did his most basic of duties by giving us the keys and a map to the city, it was his attitude that truly irked us. His definition of service is cold and generally unfriendly, like someone you wouldn't want to talk to. When we are asking basic questions like, " Where would the breakfast be?", we found ourselves hearing his sarcastic, inappropriate and unnecessary responses. Instead of just answering the question, he retorted "This was what I was going to tell you, before you interrupted. The breakfast will be at the basement." When I asked , "Anything else?" he responded with "No, that's all". The usual hotel courtesy of "Have a great stay with us"or "Let me know if you need anything" did not come out of this person's mouth. There were several other questions and responses that with the same tone.
Then, when returning to the hotel at night, my friend was hungry and approached the reception desk lady (a red-head with long hair) to ask where are possible areas to eat at 10 pm in the evening? She simply stated, there were no more restaurants open and just pointed to the hotel bar where we can drink. I don't know if she is inept in English but my friend clearly stated that he was hungry. We then asked again, if there are any open restaurants or at least any fastfood like Mcdonald's, she again, said that there were none. My friend, having an ulcer, needed to eat immediately and set out to explore other areas. To my surprise, he came back with a nice salad that he got at a nearby restaurant, contrary to whatever the front desk lady has been saying. All in all, how can the Star hotels have these employees that provide this type of service at their hotels? Perhaps, the people they hire lacked proper training and need to go back to basic lessons of good customer service, proper hotel etiquette and genuine helpfulness?
Lastly, this is the only hotel in Europe that we stayed in that had to charge Wifi. One would wonder at EUR 155 a night, the wifi should be included. My friend and I got free wifi passes and even then, you can only use it in the lobby. Hence, other hotel guests can be seen cramped in corners using the 30 minute wifi passes that prove to be too slow.
Don't get me wrong. The hotel deserves a 'very good' mark in all other aspects aside from "SERVICE" and is precisely the reason why I rated such:
Convenient location - The hotel is easy-to-find, near the Stazione Centrale and commuting to other parts of the city is not a problem.
Great rooms - Quite large for a European hotel and very clean. Modern design with all the amenities you would need. We appreciated the area where you can store your luggage and hang your clothes: a little corner to fix your baggage and to pack. They even have magazines in English that would help in navigating and touring Milan.
Excellent bathrooms- Arguably, the best bathroom I've seen from all of our hotels in our 17 day trip. Clean and nice faucet. Good shower head, water pressure and house-brand toiletries. A toilet bowl and bidet. Even a small TV.
Comfortable, comfortable beds - Very nice sheets and mattresses. Good pillows that are soft and at the same time, supports your head when you sleep.
Complete and Hearty breakfast- All European hotels have continental breakfast but the Starwoods Anderson has a complete spread of coffee, juices, breads, cereals, cold cuts, meat (bacon, ham, etc), fruits, hard boiled and scrambled eggs.
It was our first time in Milan and this is what happened to us. The hotel should realize that their actions would greatly affect the whole experience and European trip of the guests. Imagine- out of the many days we have stayed in different hotels, a bad experience in a four star hotel would make out Italian trip 'bad' in my book.
- Also Known As:
- Starhotels Anderson Hotel
- Starhotels Anderson Milan
- Starhotels Anderson Hotel Milan
- Official Description (provided by the hotel):
- The Starhotels Anderson Hotel in Milan is located near the city centre, directly opposite the Centrale Train Station. True to its location, our 4 star hotel in Milan has a metropolitan lounge atmosphere and is a landmark hotel for the Italian fashion industry.Staying here means it's easy for you to reach the historical centre and explore the most exclusive shops and Galleria, fashionable spots and the Navigli. The Starhotels Anderson in Milan features 106 contemporary rooms and suites, 4 conference rooms for up to a total of 70 people. Our Fitness Room is open 24 hours a day. ... more less
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