2/10 Terrible
Sanath
9 Jul 2025
Disliked: Staff & service
Lack of empathy from staff
I had a deeply disappointing experience with Sina The Gray in Milan. I had accidentally made two bookings for the same dates—one at Sina The Gray and another at Sina De La Ville, which is located right next door—due to the hotels being part of the same group and having very similar names. This was my first visit to Milan, and I mistakenly thought I was booking the same hotel twice.
Once I realized the error (after checking into Sina De La Ville), I immediately informed the staff and contacted Hotels.com to try to resolve the issue. Despite the bookings being with the same hotel group and the mistake being obvious, Sina The Gray refused to offer even a partial refund. I was charged for the full three-night stay despite not using the room at all.
I made multiple efforts to speak with the manager at Sina The Gray in person, but she was unavailable each time. I was first told that managers do not work on weekends and to return on Monday after the weekend, and then again asked to come later on Monday afternoon—at which point I had to leave Milan. At no point was a manager available to speak with me directly during my stay, and no other staff member was willing to help or escalate the issue.
While I understand that the mistake was mine, I expected a basic level of empathy and customer service—especially from a hotel of this category. Instead, I was met with rigid policies and indifference. Due to this experience, I will not be staying at any Sina Hotels in the future.
Sanath
Stayed 3 nights in Jul 2025