Sina The Gray

Needed a room for the night as our flight got cancelled Have stayed there before and our friends from Geneva had just spent 3 nights there at our recommendation. I rang for a room and hotel told us the best rate would be to book online on their website. We did that and ordered taxi. As we got into taxi to go to hotel airline rang us and said if we get to airport they had 2 seats on another flight. We immediately rang hotel back and explained situation and I was told that as we booked online ( 15 minutes earlier ) they would not refund our room rate. Very costly €495 /AUS$1000 Very disappointing

A beautiful hotel in a perfect location. We stayed here over the Christmas holiday. The service was impeccable and the staff was extremely friendly. The rooms were beautiful and we loved the style. We are looking forward to returning for another visit soon.

Dear Sina Gray Milan Management, I am writing to express my absolute dismay and outrage over the appalling experience I endured during my recent stay at your hotel. It was not just unpleasant but outright stressful and frightening. On 12th Nov 2024 the hotel experienced a complete blackout from approximately 10 PM to midnight. This situation was managed with a shocking lack of professionalism, care, or basic concern for guest safety. At no point did any staff inform or assist guests, leaving everyone in a precarious and dangerous situation. With no electricity, essential services like the lift were non-functional, and access to rooms—which relies on an electric code—was impossible. I had no choice but to navigate the dark back staircases to reach the front desk multiple times to seek help. To my utter disbelief, the staff were unresponsive, dismissive, and unwilling to engage in any meaningful conversation. Despite my repeated pleas for updates or solutions, they showed zero concern for the distressing conditions their guests were facing. As the blackout persisted, another guest, who fortunately spoke Italian, attempted to check in and insisted on speaking with the manager. Even then, the staff displayed an alarming lack of care or urgency. This experience was not just unacceptable; it was deeply unsettling. A hotel of your reputed standing has a duty of care toward its guests, and you failed in every possible way. The lack of communication, assistance, and basic safety protocols during an emergency situation is inexcusable. Rest assured, I will be sharing this experience widely if immediate and satisfactory action is not taken.

Watch out if booking within 3 days of trip - they will charge extra for “free cancellation” even though bookings within 3 days automatically trigger a cancellation charge if cancelled. Very poor customer service, small standard rooms and unless booked through SLH website, SLH will not intervene in any customer service issues.