I arrived Tuesday before Easter in Milan at 11 am and went directly to our offices. After I finished my meetings, I went straight to the hotel (reservation was already confirmed by the hotel to our admin person). I arrived very tired around 8:30 pm. When a 4 Star Hotel does not take care of its image (see night photo of the hotel), something is not ok. “Good evening I have a reservation at the name of XY”. No answer. Two people looking at the computer. After 2 minutes. “Your reservation is for tomorrow. We are full. Sorry about this!” I showed the reservation confirmation with the correct dates to the guy behind the desk. Again 2 minutes clicking and watching the computer screen “yes you’re right, our reservations department made a mistake. We don’t have rooms. I offer you to go to a different hotel!!” Bums! Is this service? Not for my standards. I rejected the offer and asked for a superior room, even at my cost. Suddenly - miracles are possible - a free room appeared in the system. They gave it to me. A “very small” room (guess far below the standard one). I am not an hotel service rater, but for sure I would take two stars away and give them a 2-star classification!!!