Beware of Barbara!
Reviewed 13 July, 2021
Service. This in my mind is the most important word when it comes to hospitality, and the one thing that can make or break an experience. We traveled to De La Ville in the heart of Milan this past weekend and up until we arrived at the airport to depart home, we had the most favorable experience anyone could imagine-the trip was perfect. Mr. Smith I have to say thank you! However, when we needed a staff member to perform the most remedial task of providing us with a simple phone number, we were berated with stubbornness, contempt and a total lack of respect.
All we needed at this point to get home was the laboratory name or phone number that was provided to us a day prior by Mr. Smith when we took our PCR Covid tests at the hotel so we could get home. We figured no big deal, this shouldn’t be a problem, we will call the hotel and ask for this information.
We called the front desk and Barbara answered. We were waiting for the laboratory to email our Covid results for our departing flight home as these tests were not received at the time and we were cutting it close to our flight departure so I asked for this information. “I can not help you, I can not help you, I am the only one here and my colleague that you spoke with does not arrive until 4:00 and I can not do anything for you.” This one-sided conversation turned to screaming match from the receiving end of the phone lasted 5 straight minutes where I could not utter a single word. I simply just needed the phone number of the laboratory that was given to us to obtain the Covid test so we could catch our flight back home. After I listened for another straight 7 minutes of “I can not help you” talk I figured I would try and google the name of the lab in order to get the phone number but I was unsuccessful. I called back and sure enough Barbara answers again, “You just called and I told you I can not do anything for you. You need to wait for the results. I can not help you.” “But Barbara, please,” I explained, “I just need to know the phone number or the full name of the laboratory to get my results. That is all.” “No I can not help!” Barbara snaps. “Please, please, please, Barbara, I understand you can not help me but please can you just give me the number that was provided to us initially to call ourselves to get an answer so we can board our flight?” “No, I cannot you have to wait.” To make a very long story short, we called back two more times, listened to the same speech and Barbara finally gave us the number. 30 minutes of nothing, something that could have taken 15 seconds of her time all while our flight is boarding.
Barbara would not let us get a word in. She would not give us three seconds to ask the phone number. A member of our party then got involved and asked her by speaking in Italian but she would not give up her “I can not help you” crusade against us. All in all, this was not normal behavior I’ve never been disrespected like I have been by Barbara. It was simple she could of helped us but she DID NOT WANT to help us. On the other spectrum, Mr. Smith what a wonderful human being. Polite, courteous and helpful. I do not know how these two individuals can work at the same place being complete opposite personalities.
At the end of the day, we did make our flight, we did enjoy our trip, we love Milan, love Italy unconditionally and will be back again in the future. However, it just is disappointing that although we loved Hotel De La Ville, we would not go back based on one individual that being Barbara. Everything can go perfect it’s such a shame that one person can ruin an experience based on their (total lack of) service. I do want to say thank you to Mr. Smith from the bottom of my heart. He was the truest definition of a gentleman. Barbara, maybe the hospitality business is just not for you.
Sincerely Room 434
July 10, 2021-July 13, 2021
Reviewed 15 October, 2020
good rooms. COVID prep/management was also good. around the corner from the Duomo. The breakfast option had excellent service and very good food. Close outdoor restaurants in immediate walking distance. Id' recommend this location to any overnight business travellers.
Reviewed 10 October, 2020
I have given an overall rating of 'very good' due to the location - I found it to be a fantastic location due to being so close to the fabulous shopping, Duomo, Galleria and also walking distance to The Last Supper and Sforza Castle. I have then marked 'average' for service, rooms and value which seems a little contradictory but I will explain. The service was lacking at breakfast with no menu on offer and the server did not tell me all that was available for selection, infact informed me that there was barely anything available for my breakfast which led me to eat out. I was then back in the restaurant for breakfast on my last morning and saw people eating all sorts of things but these had not been offered to me. I also asked where to mail a postcard and the reception attendant could not tell me, no idea. I could not be the first visitor wanting to mail a postcard, the same attendant could not tell me where to buy a hairbrush either - their was another attendant who could help me with the brush.....hence the 'average' rating. Even though I did not find them especially helpful with information, they were generally friendly. The room was small but comfortable and clean but with no jug for a cup of tea. When first furnished it would have been lovely, but as it happens, the room was looking in need of a freshen up. In saying all of this, I would stay at this hotel again simply due to the outstanding location - the cafe over the road has great coffee and the best croissant I have ever had.
The hotel cancels the reservation without explanation
Reviewed 1 March, 2020
I made a reservation for this hotel for the period of the exhibition, the dates of which were rescheduled, and the demand for hotels in one night doubled or even tripled for a given period of time. My reserve was fulfilled early in the morning, and in the evening of that day I received a message that the hotel was full and my reserve was canceled unilaterally without further explanation. Having spent my time, having selected and fulfilled this reserve, I was left without a reserve as a result, and I must complete the whole process again, considering that for the whole working day, while the hotel was in charge of all the hotels with a decent location, they were already sold out for one working day. On the phone, the manager of the specific role couldn’t explain normally. On the phone, the manager of the specific role couldn’t explain normally
Great location and very helpful staff
Reviewed 6 February, 2020
My husband and I stayed two nights at Sina De La Ville. Upon arrival, the staff was quick to check us in and show us the room. The room was spacious and clean. The breakfast was adequate - not a lot of selection. They had caffè Americano out and available immediately, but you could also order espresso based drinks. The front desk staff was amazing - they made great recommendations for food, were able to quickly help with directions and making change and were more than happy to make reservations. The bar staff was also helpful - the large bottles of water were unavailable, so the bar tended only charged us for one large bottle and gave us two smaller bottles since it was their fault. It is small things that make for great experiences. Thank you for making our stay enjoyable.