Compared to my first stay at this hotel four years ago, this experience was by far the worst during my trip to Italy and in contrast to other NH hotels I’ve stayed in. The AC was not working, so I approached the reception to report it. I spoke to a new team member named Nicola (if I remember correctly). While we were discussing the issue, another staff member, who was assisting another guest, interrupted our conversation in a very rude manner. When I began explaining my situation, she dismissed me by looking at her screen, which felt extremely disrespectful and unprofessional for hotel staff. Later, the manager informed me that she worked in the back office and wasn’t trained to handle guests. I think this will be the last time i stay in this hotel when visiting Milan
