Robin Jones

Review of Sheraton Milan Malpensa Airpor...

We checked in at 10pm before an early morning flig...

We checked in at 10pm before an early morning flight. Although I had a confirmation number, one of our rooms showed as cancelled. After a long day of travel, my two children, in-laws and husband were exhausted. After several searches, they could not find our reservation in the system and when we asked, would not honor the nightly rate on my confirmation. We asked for manager to figure out our missing room. Alessandro appeared as the shift manager who promptly stated that this was not his fault and we needed to deal directly with our travel agent. His only solution was to rebook our room at double the price that our confirmation stated. His manner was condescending and he seemed as if he didn t want to be bothered with our situation. Manager, Alessandro, was more concerned with proving that the situation was not his fault than helping us figure out how to remedy the situation. He was rude and had a total lack of people skills. After Sheraton staff spent over an hour on the phone arguing with Delta Vacations, we checked in at 11:30pm with our original room reservation and rate. We discovered that once we checked in, the rooms were spacious and comfy and the remainder of the staff was lovely and accommodating. Overall the facilities are excellent and the majority of the staff was pleasant and kind. I can truly say that because of the unprofessionalism and the poor handling by the shift supervisor, Alessandro, I would not recommend this location to others. Sheraton, please invest in some customer service training or make management hires that have some compassion. This untrained and unkind manager wasted his time, additional employees time and a tired customers time (who will not return to the Sheraton brand) and at the end of the day (1.5 hours later) we checked in exactly as we had booked it.