Sina The Gray

環境很好，市中心，非常方便。

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.

The hotel staff were extremely helpful in arranging transportation from/to the airport as well as to other cities on our trip. The room was upgraded free and was so very nice and comfortable. The location is central to the city center to walking was a breeze! Would definitely go back!

Couldn't be more centrally located, my view out the window was of the Galleria. On top of that, the room itself was awesome, boasting 2 desks, a gigantic bathtub, button-controled curtains in the closet. A couple of quirky features: plant leaves in the sink and toothbrush cups with a hole in the bottom. Importantly, very good value for the money.

The worst hotel! The bed was extremely uncomfortable, you could see the mattress caving, the AC did not work, and the Wi-Fi did not work. Pealing paint in the room. While they provide breakfast, there is no restaurant so not sure how they do it. We didn't stay the night as we couldn't sleep and they didn't do anything about the bed or AC. They charged us for the night and now we are escalating it with Hyatt. The manager never responded to anything. This could be a nice boutique hotel, it needs an overhaul and management that cares about customers.