Hotel Zara Milano in Milan

paid almost €300 per night expecting a decent level of comfort and professionalism — instead, I got a basement room with direct access from the garage, no ventilation, and terrible air quality. I had clearly informed the hotel a month in advance that I have asthma, and still they put me in that room.

On top of that, I found bugs on the bed. I have photos, videos, and bite marks on my leg to prove it. The hygiene was unacceptable, especially for the price charged.

I had to leave the hotel in the middle of the night, book another place urgently, and pay again out of pocket. When I complained and left a review, the hotel didn’t apologize — instead, they threatened me with legal action if I didn’t remove it.

This kind of behavior is outrageous. Instead of fixing the problem, they try to intimidate guests into silence. Totally unprofessional, totally unworthy of the hospitality industry.

Do not book here. It’s not safe, it’s not clean, and they don’t care about guests.

Extremely disappointed by the quality of this hotel. By the look of the reviews we decided to spend our last night of milan in it as it looks close to the train station. We asked for their sunniest room possible and booked one month before as I have asthma and can’t stand unclean or not well aired environments. Little did we know, we were given a room in the basement in front of the parking lot with a window overlooking the parking where 3 cars were parked. We decided that neither the sound of cars, their gas or the sound of the tramway passing on top of the ceiling were really problematic. We spent 15 mins laying on the bed then we started feeling bites all over our legs. When we inspected we found bed bugs (alive and dead) living in the mattress we were destined to sleep on. We couldn’t spend another night there. Thank God we found our previous hotel had availability

I am honestly shaking to write this. The worst experience of life.

My mother and her employees stayed for two days and we could never imagine to face RACISM these days, especially in Milan! We would never want to go to these kinds of accusations but unfortunately that is the only explanation we could grasp. The “bartender/chef” was racist towards only us, would not supply breakfast/hide basic meals (such as egg, coffee, bread) behind the pantry/counter, ignore when asked for an egg or basic necessities and treated other customers and provided them what they asked in front of us.
The sheer audacity and arrogance of this guy was amazing.

The rooms were way underrated for the price, different from the pictures irl. But okay even if we ignore that, rooms were drafty and the sewer smell was impossible. Had to open the window to be able to breathe and got a slight cold from that.

I would never ever advise anyone nor my colleagues or friends to stay there. We go to Milan often for design and fashion week and even besides that we go there for business a lot. Definitely blacklisting this hotel in our company for future references to not stay there. Also telling all the other Mongolian people to not visit this place.
Honestly disgrace in 2025 to have people in hospitality acting like this. 0 star.
I will be filing complaints.