Not a good experience. Check-in was done with 2 front office representatives, one having difficulty to find our records then got help from his colleague. But kept doing wrong in additional charges calculation also both were not very nice. We came from four previous hotels from Paris, London, Edinburgh, Munich and now this one in Milan and this one being the worst hotel we have stayed in. The second day stay, we asked for the complimentary water and we were told would be charged for that too, and the housekeeper bringing the water even really rude, looks like we wouldn't afford to buy that bottled water. Breakfast was average and the staffs there asked us twice every time we had breakfast there on which room we came from, they seem not to care for the guest that's why they asked again although having asked that question earlier. Room 's door lock also already broken, hotel was being renovated. Totally not a good experience. Why two instead of one star? When we checked out, there was different guy at the front office and he was really nice, easy check out and luggage storage handling. He was perfect.