Radisson Collection Hotel, Santa Sofia Milan

Completely Unacceptable for a Five-Star Hotel Our stay at this hotel was an extremely disappointing experience and, quite frankly, nowhere near the standard expected from a five-star property. From the moment we arrived, we felt extremely uncomfortable. During check-in, we felt that we were treated differently because of our background. We were repeatedly moved between rooms and sent back and forth regarding the correct room key, with very little willingness to assist. The entire process was frustrating and completely inappropriate for a five-star hotel. Unfortunately, things only got worse. When we returned to our room that evening, we discovered that it was so dusty that we simply could not stay there. This was not a minor cleanliness issue — the condition of the room was unacceptable. We had to contact the hotel late at night and request another room. The replacement room we were given was also far from acceptable, with a strong and unpleasant smell of food and oil. At that point, after everything we had already experienced and because of the attitude we had encountered from the staff, we no longer felt comfortable complaining again or asking for further assistance. This is perhaps the most disappointing part of the entire experience: we did not feel comfortable approaching the hotel staff when we had a legitimate problem. Guests should never feel this way, especially in a five-star hotel. The breakfast experience was equally disappointing. At check-in, the receptionist recommended that we add breakfast, which we did based on her recommendation. Unfortunately, when we arrived for breakfast, we could hardly find anything suitable for us to eat. The selection simply did not work for us. When we asked to cancel the breakfast for the following day, the hotel refused, stating that we had already paid for it in advance. There was absolutely no flexibility or consideration, even though we were dissatisfied and simply asked not to be charged for a service we no longer wished to use. A five-star hotel should provide exceptional cleanliness, professional service, genuine hospitality, and a willingness to resolve problems when they arise. Unfortunately, we experienced almost the complete opposite. Dirty and dusty rooms, unpleasant smells, an extremely frustrating check-in, treatment that made us feel uncomfortable, and a complete lack of flexibility from the staff. Calling this a five-star experience is difficult to justify. We have stayed in many hotels, and unfortunately, this was one of the most disappointing experiences we have had. We left feeling uncomfortable and unwelcome, rather than valued as guests. We would absolutely not stay here again and cannot recommend this hotel.

We decided to stay at this hotel for the second time, and once again, we were very happy with our choice. We drove to Milan from Positano, and the journey took us around 11 hours, so we were extremely tired when we arrived. A special thank you to Tracy, who kindly upgraded our room. Thanks to her, our last days in Milan were incredibly comfortable and enjoyable exactly what we needed after such a long journey. The hotel is very clean, and the staff are always smiling, friendly, and welcoming. I would also like to express my sincere thanks to Shiama Devi, the Guest Experience Manager, for her kindness and for always being ready to help us with any questions or requests. We truly appreciated her attention and hospitality. I highly recommend this hotel and would happily stay here again. I’m sure you won’t be disappointed! ❤️

I’d like to share my experience with this hotel. On the positive side: a good room and genuinely excellent, professional bartenders who really know what they’re doing and speak good English. Unfortunately, that’s where the positives end for me. The restaurant is honestly very disappointing. The food is nowhere near the standard I would expect from a 5-star hotel belonging to a well-known international chain, especially in the capital of Italy. The wine selection is very limited, and there is no one available to give you a proper professional recommendation. Another major disappointment is the pool and rooftop. There is no SPA. It’s difficult to consider a pool that is only about 50 cm deep and around 2 meters wide a real swimming pool. There are very few places to relax, and the rooftop itself feels unfinished, as if it was created simply to tick a box. But the biggest disappointment was the parking. There are barriers and shutters, but in reality they don’t work at all. There aren’t enough security cameras, and basically anyone can enter the parking area, either by car or on foot. Despite this, parking costs around €50 per day. It’s not even about the money. When I checked in, nobody told me that parking was paid or that it wasn’t included in the room rate, even though I was staying in a room that was far from the basic category. They only took down my license plate number because I personally offered to provide it, assuming that parking was included. I was only told that I had to pay for it right before checking out. Later, other guests who had been staying here for a week told me that they never registered their car at all and had been using exactly the same parking for free. This creates a pretty strange situation: guests who voluntarily provide their vehicle details are asked to pay at the end of their stay, while others can apparently use the parking for free. There is also free parking just 50 meters away across the street, which offers basically the same level of security considering that the hotel’s own security equipment doesn’t work. Overall, the hotel disappointed me. There are some good staff members and decent rooms, but the restaurant, rooftop, pool, parking, and especially the way guests are informed about additional charges are simply not at the level of service I expect from Radisson. I still have a positive opinion of the Radisson brand and will continue staying at their hotels in other countries, but in my opinion, this particular hotel deserves this rating.

An exceptional stay from start to finish. The hotel was spotless, the rooms were comfortable and beautifully maintained, and the overall atmosphere was welcoming and relaxing. The staff were genuinely friendly, professional, and always willing to help with a smile, making us feel truly valued throughout our stay. A special thank you to Shiama, the Guest Experience Manager, for her exceptional hospitality and genuine care