This guest did not understand the conditions he had booked as he expected to check-in at midnight when our reception closes before that time. He didn't realise what apartment (address) he had booked and had not even seen the photos of his apartment on Expedia. Once you select an apartment from the list displayed during your search on Expedia (Hotels.com or Orbitz), you can see the photos of that particular apartment type. You can also see the address of any particular apartment type.

We manage apartments close to the Centrale station in via Pergolesi 31 were most of our apartments are and where our reception is and four apartments in via Pola 19. Via Pergolesi is a five minute walk to the station and via Pola is a ten minute walk to the station. To be precise, the distance from our apartments in via Pola to the Centrale station is exactly 1km. Our apartments in via Pola are clearly marked with both Via Pola in their name and the address is specified in the 'address' field, meaning that Frank confused the address of our reception with the adress if the apartment. The distance from our reception to via Pola is 1,5km as it isbin the opposite side of the station..If you don't want to book an apartment in via Pola, nust make sure you don't see Pola in the apartment's name, as all apartments in via Pola are clearly marked in their name as belonging to that address

This guest booked a non-refundable rate and pretended a free cancellation. Furthermore for the remaining apartments that he booked he arrived after midnight, when our offices are closed. He then pretended a refund of that night, even though we had kept the apartment available to him. Even though as no-show he had technically cancelled his reservation, we did admitted him the following day. What this guest claims is clearly false, because having booked through Expedia, if what he claims were true, Expedia would have refunded him.

This guest booked for five persons and showed up in six: therefore we charged him a supplemento for the extra guest. All our apartents are covered by our WiFi network which we offer for free included in the rent.

All our apartments are energetically independent from each other. Hot water is produced in hot water balloons of 80 or 100 litres that take between 45 minutes to one hour to heat up from when they are cold. In general we turn on the electricity and the hot water a couple of hours prior to check-in, so that our guests find the water hot when they arrive. In your case, you were a last minute booking and you turned on the electricity and the hot water boiler when you entered the property: this means that you had to wait one hour prior to getting hot water (not five).

This guest stayed at the room she booked. She thought she had booked a different room type and both our reception and Expedia's customer service confirmed her that she was staying were she had booked. Reading between the lines, she 'confesses' that 'by mistake' she 'found' the third bed for the fifth person (in total at her apartment there were two double beds and a single bed). Expedia's listings correctly reflect our apartments, but if you are in doubt, don't hesitate to contact us or Expedia, before booking.

This person did not show during our regular opening hours and had not requested a late check-in either, and is now complaining that we left him out in the cold. According to Expedia's own regulations this review should not even been shown, as this was a no-show and did not comply with the terms of his reservation (due to his own fault) and is blaming his problems on us.

As this person is clearly stating in his review, he did not stay at our property because he did not show for check in during the booked check in reception hours. He also complains that we did not answer the phone or respond to emails while our office was closed (he did not warn us in advance). The fact that Expedia could not help this person in any way clearly shows that his claims are not founded. Since Expedia usually doesn't publish reviews of persons that didn't show and hence didn't comply with the terms of their reservation, we kindly ask Expedia to remove this review which unjustly sheds a bad light on us, even though we complied with all the terms of this reservation.

This person arrived to our reception outside our opening hours and was what in technical terms is called a no-show. This person did not stay at our aparrments and we therefore ask Expedia to remove this review.

Hello Roxie, thank you for taking your time to leave a review. We checked the aircon at your apartment and it is working properly. For us cleanliness is of foremost importance and if a guest finds that the apartment is not perfectly clean upon check-in we encourage our guests to notify the reception and they will send immediately someone to remedy. During the period of your stay there have been power outages in the whole block of the Centrale station which are not related to our property specifically, but to the whole area of Milan (probably due to the strong usage of aircon during the heat wave).

We ask Expedia to remove this review as this reservation was a no-show and did not arrive at our property in time

Dear Hedieh, despite being a VIP member you apparently didn't take your time to verify what you booked. You pretended to arrive after our closing time and are complaining for a €30 late check-in fee. You are writing that the owner was rude, but apparently did not understand that he did you a favour checking you in late as this is not our obbligation. You used the air conditioning and are complaining for the air-conditioning charge which is clearly posted on Expedia & Orbitz. Air Conditioning is billed according to consumption at 1 euro/hour. If you spent 10 euros per day, that means that you run the AC for ten hours each day. As concerns the sofa bed, we have verified it both during and after your stay it was and still is in good condition. For us cleanliness is of foremost importance and if there is anything not to top standards our guests can report to the reception on the ground floor of our apartments and we will immediately send someone to fix any problem.

We always listen to our customers and try to improve. From this perspective your review isn't very helpful. At least you liked our location.

Thank you for staying at our apartments.

Hello Nancy, I see that you were a no-show (didn't arrive during our check-in hours) and that you didn't stay at our apartmemnts. at all. We didn't charge you anything. Why are you saying that we are thieves and taking advantage of travellers? If you have been charged anything by Hotels.com please contact us directly and let us know. Since we didn't take anything from you I fear that probably someone else might have taken something off you saying it was our fault...

Thank you for your review. We look forward to having you as our guest on your next visit to Milan.

Evidently you had nor realised that we rent apartment in various locations around Milan's main railway station Centrale. Our main builidng with the reception is in via Pergolesi 31 and our annex building is in via Pola 19. Via Pergolesi is a 5 minute walk to the station and via Pola is a ten minute walk to the station, The apartment in via Pola are clearly marked both with the name 'via Pola' in the apartment's name and also as 'annex building'. Cleanliness is of foremost importance to us and the fact that you saw dirty sofas and even dirty walls clearly indicates a dissatisfaction from the fact that you had booked an apartment in a different location from where you thought you had booked.

Thank you for sharing your experience

As soon as you notified us of the problem with the sofa bed we fixed it so that you could use it and sleep on it. We ordered a new one and as you might imagine it took a couple of days until they delivered it. We also immediately fixed the issue (limescale deposit) you reported with the faucet. I am sorry you were not completely satisfied and hope to be able to make it up to you on your next visit.

Dear guest, you booked and stayed in a one-bedroom aoartment. You called Expedia and they confirmed your reservation. In case you prefer a two-bedroom apartment we can offer that too. Our apartments are clearly marked as either stuxios, one-bedroom and two-bedroom apartments. The price varies with the size.

Thank you for sharing your experience

Dear Mary Ann, your review si so generic that it is really difficult to answer. It would appear that you thought to have booked a hotel, whereas we rent furnished apartments. Fortunately most of our guests don't share your point of view.