Klick Hotel in Milan

The only good thing about IH Hotel Milano Centrale is the location. Please book elsewhere unless you want to risk a bad experience — or at least make sure you are booking a room in their new building (not the "dependence" or "economy" room).

My recent stay was extremely disappointing. The room was advertised as part of a 4-star hotel but was located in an old, poorly maintained building separate from the main hotel, with no staff presence. The listing on Trip.com gave no clear indication that this was a different building. Even if it had, the condition of the rooms was unacceptable for a 4-star hotel — more like 1-2 stars.

The rooms were very worn, with faulty air conditioning, faulty phones, and broken bins. I had booked two rooms, and in both, the air conditioning was not working, leaving the rooms hot and uncomfortable. Staff initially said they would adjust the central air conditioning, but there was no improvement. When I followed up, one staff member was rude and dismissive, and only after a security guard went over to check, did the they admit the AC was off and turned it on. Still, the AC had no movement and was still off.

What made it worse was that the phones in the room and even in the corridor were not working, meaning I had to physically walk to the main building multiple times just to seek help. Only after my third visit to reception at 1 AM were we finally offered a room change. However, traveling with elderly parents, it was too disruptive so late at night to move and I was there for 1 night.

The staff member who assisted at my 3rd vist was kind and confirmed the AC in my original room was indeed broken. I was moved to another room in the same old building, where the air conditioning again failed after some time.

After checkout, the hotel falsely claimed the AC could not be used due to “laws”, something that was never communicated during my stay. Different staffs kept assuring me the AC would be fixed, otherwise, I would have requested a fan. The corridors were cooler than the rooms, making their claim even less believable.

Facility standards were very poor:
- Showers leaked, and the bathroom floors were unstable or rusty.
- Toilet door handles were loose making the glass door hazardous.
- Dustbins were broken, and staff said repairs would only happen after guests left.
- Basic amenities like slippers, toothbrushes, and vanity kits were missing, with no signs indicating they could be requested.

The inability to reach reception via room phones made the situation much worse.

When questioned on the room quality, the reception insisted the listing mentioned the “dependence” building. I showed them the Trip.com listing, which provided no clear warning. There were no maps or captions to explain that the rooms were in a separate, older, and poorly maintained building. I have stayed at other hotels with different buildings or standards, but none had such a drastic and misleading difference.

At checkout, they claimed I had not paid tourist tax for one of the rooms. I had already paid during check-in for two rooms and received two keys, so how could it be they collected just 1? They reluctantly waived the supposed "unpaid" tax. They could have calmly apologised for missing out the 1 room, but instead they claim that they only collect at check out. So what did I pay at check in?

I travel several times a year and stay across a range of hotels, but this was one of my worst experiences. When I later looked at negative reviews on other platforms, I noticed a troubling pattern: the hotel frequently blames guests for issues rather than taking responsibility.

While they eventually offered to upgrade me to the main building at 1 AM, that gesture came far too late to repair the experience. I felt misled and disappointed.

IH Hotel should be clearer in their listings and stop marketing their dependence rooms as part of their 4-star offering without proper disclosure.