Firstly, the positives:
Hotel is located near Milano Centrale, which provides easy access to both Malpensa airport + the rest of the city via Metro.
Nice touches like complementary beverages & biscuits.
Breakfast spread is slightly above average.
I will not comment on the rooms as the configuration can differ vastly & depending on whether you are staying in the newer wing or main building.
Now the Negatives:
Some reception staff can be curt & not very personable. Not everyone is suited to be in the service industry and the owners & management should take note if they value guest feedback on how the guest experience can be improved.
I had a courier package rejected by Hotel Berna twice. One involved the fact that there was no individual addressee (just the hotel's name mentioned), which I can understand.
The 2nd round of attempted delivery was rejected, even though the package was now properly tagged under my name, despite my very close follow-up via e-mail. (I had checked-out of the hotel by then).
The rationale given was that they were concerned that they would be stuck with the package as they could not re-direct it to my home address given that they did not have an account with the courier company.
Fair point - but no alternative forwarding suggestions were proposed then. A take it or leave it attitude prevailed.
A key reason why items are sent by courier is that the need is of an urgent nature & the news that the 2nd delivery attempt was outright rejected by the hotel and returned to the sender, thereby incurring more needless time delay was exasperating & added to the stress of the whole situation.
As genuine feedback, which I hope is taken in the right spirit, I would suggest that Hotel Berna, rather than look to to 'do things right', seek instead, to have more guest empathy & 'do the right thing' instead.
Based on tripadvisor reviews, I thought I had chanced upon the perfect Milan hotel, but after my experience, whatever goodwill from rubber duckys & complimentary beverages has since evaporated & that search continues..
- Official Description (provided by the hotel):
- If you intend to stay in Milan for work or pleasure, the Hotel Berna is clearly your preferred choice. The Central Station, the subway, the shuttle terminals for the airports are at 200 m from the Hotel. The hotel services include 116 rooms, an underground parking space, meeting rooms and more... First of all, our welcoming smile. However, the smiles after will be many: when we welcome you and during your stay. And there will also be your smiles when you discover our qualities, the cuddles that we have reserved for you and the surprises prepared just for you. From the breakfast to the cleaning, from the choice of the room temperature to the silence. In the heart of Milano you will discover the atmosphere of one of your second homes. ... more less
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- Also Known As:
- Berna Hotel Milan
- Hotel Berna Milan