Upon arriving in Milan, we called the hotel to request the free shuttle transport. We were told where to stand and wait, but the shuttle never arrived. Long story short, after four calls and waiting in the cold for 90 minutes, we decided to look for other accommodations. We lost confidence that they would be able to assist with returning us to the airport the following morning for an early flight home. Thank you Expedia for assisting us with obtaining a refund from this hotel.