Our first impression upon check-in was disappointing the process was disorganized, communication unclear, and the team seemed unprepared for basic guest handling, the service level felt below expectations, especially as this stay was part of our honeymoon.
That said, the Front Desk Manager, Mary Grace, handled the situation with professionalism, empathy, and genuine care.
She personally took action to resolve the issues and made every effort to recover our experience she’s a true asset to the hotel and embodies the standard Milu Milano should aim for.
Overall, the property has potential, but consistency, team training, and guest-experience alignment are urgently needed