Natalia P.
Review
Review – Monteverdi Lounge (Malpensa Airport) My family and I had a very disappointing experience at the Monteverdi Lounge at Milan Malpensa Airport on August 22. We arrived at around 11:40 a.m. and were greeted by a young male staff member who refused to let us enter, claiming that the lounge was full. I explained that we were in a hurry, carrying several bags, and traveling with two elderly family members and a two-year-old child who needed lunch. I also pointed out that there were clearly empty seats available inside the lounge. He did not seem willing to listen and instead directed us to the downstairs area of the lounge. When we got there, we found a much smaller food selection, which was particularly inconvenient since we needed to feed our child. A few minutes later, we returned on our own upstairs and were assisted by a very kind female staff member. She immediately told us that we were welcome to stay in the main lounge, confirming that there was, in fact, space available. We do not know what motivated the initial employee's behavior (considering we were traveling with elderly people, a small child, and we do not speak Italian) or whether it reflects the lounge's official policy. However, the way we were treated was unfair and disrespectful. We would like to express our dissatisfaction specifically with the service provided by this staff member. Fortunately, the professionalism and kindness of the female employee helped correct the situation, but the initial experience left a very negative impression.