A friend and I traveled to Milan for a long-weekend. I came from Switzerland, she came from London.
The reception was empty and they had nothing to do. They however wanted to keep our passport for the duration of our stay and claimed it was a policy set out by the Italian police and an officer would come by to copy the passports of all guests in the hotel. I knew this to not be true since I had been to Italy several times before this particular trip and had never been met with such a ridiculous concept. I knew they just needed our passport information, and since the reception was free, I asked if I could simply fill out the forms since my passport had gone missing in a French hotel in the past. At this point the staff started yelling and screaming at us and threating to call the police. We already had the room key by this point (it was a smoking room and the windows did not open) so we retired to our rooms. When we asked if we could switch rooms since we had requested a non-smoking room, they said we couldn't because I had used the toilet once.
It was extremely odd to have the reception go from friendly to yelling and screaming at us in under 5 minutes. The man had serious issues and turned red and told us to go back home if Italy wasn't what we expected. (I haven't been back since)
While we were sitting in the lobby in the evening, in the space of 30 minutes, three separate guests came down to complain about leaking roofs and were told there were no other rooms, while new guests that arrived walk-in were told rooms were available (at a considerable markup).
As we were checking out, only then did the reception staff decide to fill out our passport information for the city of milan forms they had on hand. They also incorrectly filled out the information, probably because they could not read the french information in my passport.
If you book ahead of time, the price can be low, but with this kind of service and the hostility we were met with, we felt extremely unsafe.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC