4/10 Poor
Mohammad
Traveled with family
Aug 31, 2025
Liked: Staff & service, amenities, property conditions & facilities
Disliked: Cleanliness
Wrote this to the manager of the property:
I am writing to express my disappointment and frustration with my recent stay at the NH Collection Porta Nuova in Milan from August 25th to 28th. While I had initially accepted an upgrade to a luxury suite offered by Simone, my experience was marred by a series of issues that fell short of the expected standards of a 4-star hotel.
Upon returning to my room on August 26th, I found that it had not been serviced, with used towels still present. Although Semere and Valeria provided assistance with fresh towels and necessities, this incident set the tone for the rest of my stay.
The following day, Simone offered a fruit basket and other complimentary items for my children, as well as a 20% discount, which was a kind gesture.
However, the issues persisted. On the day of my checkout, I requested instant coffee powder from the help desk, only to be informed by Marco that it was unavailable. When I asked for assistance with my luggage, Marco stated that he was alone at the desk and unable to provide help, leaving me to manage my three suitcases and family on my own.
I am extremely disappointed that my three-day stay in Milan was overshadowed by these experiences. As a paying guest, I expect a certain level of service and quality. I hope that you will take immediate action to address these issues and ensure that no other family has to endure a similar experience.
Mohammad
Stayed 2 nights in Aug 2025