Rated 2 out of 5 by Vincos Corporate: Talk to them about SERVICE!
It would seem that no one has informed the staff of Westin standards for courtesy and service, In a country were service is notoriously poor, this is not a surprise but is unacceptable in a hotel of this caliber and at those prices! Barely any recognition by the staff at check-in (didn't call me by name a single time), the platinum "upgrade' was to a room that looked more like a wide corridor overlooking a dismal inner courtyard. From our low floor (3), it was Impossible to tell if it was day or night! The concierge acted like he was doing a favor to provide information or make a booking and to several questions, simply responded, "I don't know"! They were not difficult questions...and this treatment brought me right back to the days of this hotel's former ownership. The typical employee arrogance and sense of entitlement of that group has no place in a Starwood property!
We were in Milan to attend a very important formal event and my partner was outraged that there was no iron or board in the room. He got the usual lie that it is against Italian fire laws (then why are they present in rooms at other international chain hotels in Italy?). He made such a fuss that the manager eventually came to collect the pieces and then hand-delivered them back an hour later for no charge...the one bright spot in an otherwise unexceptional hospitality experience.
February 18, 2012
Rated 5 out of 5 by Bob38 Great hotel and great location
This is an excellent hotel and the staff is outstanding. We stay in SPG hotels 30 to 40 times a year all over the world and this is in the top 5 SPG locations world wide based on our experience.
They are steps from the Metro and very close to the train station and other transportation venues so it is possible to get anywhere in Milan very easily.
September 10, 2014
Rated 5 out of 5 by Zinaida22 This hotel has very good location
The hotel was very good located, just 15 minutes walk from the Central station and just 2 minutes walk from the Metro station. Very quiet, with very good and helpful staff especially on reception and in the bar and restaurant.
September 11, 2014
Rated 5 out of 5 by tcg1982 This hotel is truly Five Stars
Italy rakns its hotels on a five star basis. Some are not the best however. This one was. Our room was fabulous. The service was very responsive. I am a platinum member and was trreated as a platinum member, with an awsome upgrade, and a fabulous breakfast as the amenity of my choice. The hotel is very close to the metro station, and therefore within minutes of the center of the City, and also one stop from the train station.
July 19, 2012
Rated 3 out of 5 by TunaTuna outdated
We moved from the Westin Excelsior Rome to this hotel in Milan and it was a big downgrade.. the bathroom was not cleaned very well and the room was really worn out..
Hotel needs lots of work
May 16, 2012
Rated 2 out of 5 by famo5 Room had no wifi
The Westin Palace Milan offered a great room with amenities beyond what regular Westins provide. The rooms were larger and the bed was very comfortable.
I was however, extremely disappointed by the way the front desk handled the issue of my room not having any internet connection. I contacted engineering to send someone to help, and they found that there was no wifi signal in my room. The handling of compensation left much to be desired - I was offered 500 starpoints or 10% off my final bill (i stayed for 1 night and refused to extend my stay). I was offered a different room but not at the same category and thus, declined. This compensation was hardly enough compared to the inconvenience caused - how can you expect a guest to leave the room to do work in the lobby where it is so crowded?
This hotel seems to cater more towards meetings in their function rooms compared to guests holidaying in Milan. In addition, the breakfast spread was also very limited.
I'm not sure I would stay here again.
September 3, 2014
Rated 5 out of 5 by Albi23 Perfect location in Milano
Perfect location in Milano center; with very professional staff and good service.
July 27, 2014
Rated 5 out of 5 by TexasGranny Wonderful place to stay in Milan
We stayed at the Westin Palace Milan for 11 days in late May, 2013 and I was most impressed with my room and, especially, the service from the staff. I love that room windows open so one can get fresh air when the weather is cool. My room was wonderful even though it lacked a view ... the room itself was enough.
Every staff member seemed friendly and helpful, despite my lack of Italian. The lounge staff was especially memorable, kindly serving my Cafe Americano on the front patio each morning and, with DiSorrono, in the evening. Loved the Terrace with its stunning views. I felt pampered my entire stay, and I felt safe there.
I would highly recommend Westin Palace, it is worth the expense!
July 14, 2013
Rated 3 out of 5 by jechho Below the usual Westin standard
Stayed here two nighs.
- some staff members were very nice. Special kudos to Claudio at front desk, who helped us switch room. In the first room we were given (a rather dingy jr suite), one could here ALL sort of bathroom noises from above.
- previous reviewers have mentioned the location as a minus with this hotel. However, the area behind the hotel felt a lot more genuine than the shopping/Dumo-area. There were a lot of great restaurants there, and it was a lot more fun to be where the locals of Milan is.
- high quality of the food at breakfast.
- stylish lobby/main area.
- nice gym.
- one could simply not belive the prices at this hotel. E.g.: 10 euros for a bottle of water in the mini bar, 37 euros per person for buffet breakfast. I have never seen anything like this before.
- tired rooms. After switching room, we got some sort of suite that had more in common with a motel suite than a suite at a luxury hotel. Stained carpet, walls that needed paint and very naked walls without any pcitures etc. And the multiple ashtrays told us it was a smoking-room (we had booked a non-smoking room). But we were told that the hotel was fully booked, and that this was the only room/suite available.
- one of the older guys at front desk was rude and arrogant. Told us twice that we would be charged for internet use. As SPG platinums we are entitled to free internet, something he didn't seem to understand (or he just didn't care).
- service at breakfast was slow and unattentive. Unforgiveable at this price level.
Would I stay here again? Yes - IF I could get snag a good rate.
November 13, 2011
Rated 5 out of 5 by HLJMA wonderful, luxurious hotel
an absolutely wonderful, elegant, luxurious hotel with a friendly, helpful staff.special shout out to Moustafa .at the front desk, and Giovanni, the concierge for their help and welcome, perhaps the most luxurious hotel in which I have ever stayed, but the price was very reasonable (we used a combination of SPG points and cash). Good location, about a 10 – 15 minute walk to the very center of Milan, close to the train station. As we were there on a holiday, the ride to Linate airport took all of about 15 minutes. would be pleased to stay there again!
August 18, 2014
Rated 2 out of 5 by gstephens Disruption by renovation
The ratings above are on the basis of us having been woken at 7am by building works on the floor below. By 7.30am there was unbearably noisy drilling in the room directly below, which after two phone calls to reception ceased at 830am, only to start again at 9am. When we repeated our complaint at check out we were simply told that building works should not have started until 10am. Needless to say we were really disappointed that the expected relaxing romantic break in a 5* hotel was not what we received.
A beautiful hotel, but the room should not have been in use at this time.
August 22, 2012
Rated 3 out of 5 by PSLim Need to improve staff hospitality
I was not very convinced to stay in this hotel for many poor review from other platinum members.
Room was ok for the upgrade; however staff friendliness and hospitality really need a lot of improvement.
it was about 50-50 rate; some staffs were great but many were not at all or almost rude.
I was helped by very kind lady at concierge whom I gave her a thank you card; but also was so mad by a concierge guy who didn't give any help at all; even a bit rude in manner. I hope Mr. Brunetti will take some corrective action into this.
June 9, 2012
Rated 4 out of 5 by Nikita Truly Palace interiors
Excellent: interiors, mango smoothie at breakfast and breakfast itself
Good: location, value for money, upgrade for Platinums
Not so good: plumbing, bed (two joined beds instead of one), no club lounge
Bad: very dusty room (hotel needs to buy vacuum cleaners for housekeeping), room cleaning is unacceptable (when first I came to room - I noticed candy under the table, after five days it was still there), I did call reception to ask for free bottled water as Platinum amenity, man put me on hold and then just hanged up after few minutes.
November 8, 2012
Rated 3 out of 5 by Ck07 SPG gold status not recognised
I checked into Westin Milan on 17 Aug for 4 nights. Upon arrival, the front desk staff was friendly. After the necessary procedures were done, I noticed that there was no room upgrade despite being a Gold member and decided to ask the staff who was serving me. At this point in time, he looked surprised that I was a gold member and that I had expected an upgrade. However, he checked and said there was no room available in the system. The hotel looked quite empty but I reluctantly went to the room that was prepared for me. When I reached the room, I found that there were 2 single beds instead of the King size bed which was requested at the time of booking. I went back to the front desk to the same person, and informed him.
He checked the system again, and this time he told me there were TWO rooms for me to choose and he brought me to see them so that I could decide which one I wanted. 1 of the 2 rooms was the Westin workout room, which I chose in the end. The Westin workout room is a higher category than the room which I had booked.
Now, there are 2 things here that need to be highlighted. First, that the front desk staff does not know what is the SPG status of the guest they are serving. And secondly, a room upgrade - despite being available - was not offered at the outset even though it was available.
Would appreciate some clarification from the Management on the process by which this can be avoided. This has created in me some distrust in the staff of SPG hotels, and furthermore of Westin hotels. The brand needs to be upheld and all SPG members regardless of status should be acknowledged by the hotel/group and given the fair and proper treatment according to their status, which is a reflection of their loyalty and satisfaction to the SPG group.
Appreciate some feedback before my next stay at W Singapore so that I will know what to do when I check in. Thank you in advance.
August 31, 2014
Rated 1 out of 5 by vafa So disappointed
First of all I have booked this hotel as a 5 star. It was look like a 3-4 star to me.
Room had loads of scratch on wall very small room not even needed cleaning it needed painting and decorating.
No bath in a 5 star hotel ?? only a small shower.
When I booked on I paid it all. When i checked in they told me its all pre paid and you dont have to pay anything on check out they charged me 20 Euro for tax. This is cheeky and rubbing off. You could suggest that in your website or at least on check-in.
October 24, 2012
Rated 5 out of 5 by Eitaro Great property
I stayed there for one night in Oct 2012. Very nice hotel. I would highly recommend it if you are staying in Milan.
There is not much around the property, but it was only 15 min walk away from all the sightseeing sites.
I had problem with my wireless internet in the room. The only place my wireless would work was near the entrance, but nowhere in the room. But they had premium internet speed option with the cable, so it was great. Something I have never seen in other properties in the past.
October 20, 2012
Rated 5 out of 5 by Lara79 Westin slippers!
I stayed at westin palace Milan from 30th to the 31st August. I had a wonderful stay. We stayed on the 10th floor, the room was beautiful, and the decoration was so luxurious. The room was immaculate and I appreciated the complimentary fruit basket. I have just one regret and that is that I didn't bring home a pair of the beautiful slippers I was provided with. Is there anyway I can get hold of these slippers as I would love to bring some westin comfort home?
August 2, 2013
Rated 5 out of 5 by BPCTraveller Milan Could not be better than at Westin Milan
This is a really special hotel. The rooms are classically styled and beautifully appointed. Every care is taken in the room care. Excellent wine selection in the suite that they kindly upgraded us to. We stayed there for 8 nights in March of 2013 and although the weather was not cooperating you could not get a better room to retire too. Excellent room service and great hotel restaurants. Concierge is extraordinarily honest and pointed us in many good directions for food.
There was only one issue which is the hotel put made up the coach bed. We did not need it as the three of us my wife 4 year daughter and I slept in the king bed that was provided. But we did not know until we checked out that they charged for the bed 80 euro night. Other than this extra charge we were not given notice of fantastic hotel and fantastic staff.
July 28, 2013
Rated 1 out of 5 by rwarior12 Worst SPG hotel experience ever in 15 years
This hotel is seriously awful. If you are not on a renovated floor forget staying here. I had to move twice to get to an acceptable room. Carpets, floors, upholstry,walls all very dirty so much so I took pictures. The rates are outrageous, the staff while nice enough are not effective when trying to get things done. A large group of people from our company had similar experiences. Twin bed in one room, missing shower head in another.
March 12, 2012
Rated 1 out of 5 by terriblydisappointed Terrible experience
This was my worst hotel experience with Westin and possibly any other hotel. It took me 45 minutes to check in. The staff were rude and were very unhelpful. I couldnt sleep most of the night because the rooms are so old you can hear any movement from neighboring rooms. I was so happy to leave; terrible value. For the same amount of money, I could have stayed at a much nicer place where the staff are at least half-way courteous.
November 16, 2012
Rated 5 out of 5 by edo68 great hotel for a stay in milan
only shortcoming is the breakfast.
August 22, 2014
Rated 3 out of 5 by Todd Westin Milano below the SPG standards
This was my first stay at the Westin and will be my last. I made my reservation on line for two and when I arrived the confrimation was only made for one. Not a big deal, however I specifically ordered the breakfast for two when I made the reservation and now I was being told by Francesca I would have to pay an additional 69 euros for my wife to stay. Once we arrived in our room, we knew right away we were being overcharged for this hotel. I went back to the front desk and descirbed my room, which was dirty, missing pictures on the wall and the door to the refrigerator was missing. I did receive a new room which was better. However the next morning when I was taking a shower the water pressure was so poor you had to stand directly under the shower head for the water to fall on you. The only thing I recommend about this hotel is the breakfast....out of this world.
June 12, 2012
Rated 3 out of 5 by ukjono Stay here if you like grand classic design
I had a comfortable if unmemorable stay here. Doormen and concierge were good, front desk effective if a little unfriendly. same goes for the bar staff. My upgraded room was enormous and even had a turkish bath in it ( it did not work). Choice of TV Channels was good, but like all Starwood hotels the wifi was expensive. Come on Starwood- some of your competitors are already giving in room wifi free as standard
May 20, 2012
Rated 3 out of 5 by PGSPG Great facility but average experience
In other hotels you feel much more recognized as a SPG member, business traveler, usual customer, even for one night only.
Staff was kind but not overly welcoming. Room was average and older then others (usually SPG members are given better ones), staff not responsive. Wireless was not free, which is not anymore acceptable these days, especially for a Gold SPG member (I was given the option to choose, since I am SPG free wireless or extra points, but in a 5 star wireless should be for free). No club level advantages given.
Disappointing. Maybe next time will go at the Dorchester on the other side of the road.
July 11, 2014
Rated 3 out of 5 by Napafan Boring.
Starwood needs to find a property in Milan that is interesting. Presently, the Westin is their best offering in Milan and it is an acceptable business hotel but, it is nothing more than that.
It's relatively close to the historic center but, is not really convenient to the historic center. The rooms are nice but unimpressive. The rooftop deck has lounge chairs, but little else. The bars and terraces offer a very bland experience. In general, this hotel offers the basics....if you have a meeting nearby, this hotel is great. It is not a destination in itself.
The blandness of the Westin Milano is further underlined by the other Westin hotels throughout Italy. Starwood in general has incredible properties in other Italian cities. Specifically, the Westins in Rome and Florence are very special properties.
So...please do not make this your only Italian Westin experience, unless you absolutely have to.
November 23, 2011
Rated 4 out of 5 by Juls66 Best SPG Property in Milano
I travel regularly for business to Milano. My first choice is always The Westin Palace. I have always gotten an upgrade to a suite. Unlike other properties all the rooms have flat screen TV's. Spacious bathrooms, beautifully appointed rooms. The staff is always great-- special props to Francesca who always greets me by name.
April 4, 2012
Rated 5 out of 5 by Deano Fabulous stay at Westin Palace Milan
Great room. Excellent service. Cannot fault except for wi-fi. It NEEDS to be free for guests.
Extremely close to the Metro (Republicia stop) and easy quick walk to the Central station.
One of the most comfortable beds I have ever slept in - grand room
Highly recommended when you're in Milan.
June 18, 2012
Rated 2 out of 5 by Disappointed648 Hotel does not meet what i expect for a Westin
Service at breakfast was non-existent and hotel room (a deluxe) had old carpet that was stained. Room was suppose to be in newly renovated wing though did not appear to be from inside room. Hotel overcharged us in error and only good feature of this hotel was the housekeeping
June 14, 2012
Rated 1 out of 5 by substandard Staff require improvement
there were 7 of us with booking of 3 rooms. We came in a large van and many bags. On arrival, we wanted to help the porters sort out the bags so that they can deliver the bags to the respective rooms. We were rudely told off. The porters just put all the bags together and guess what, 2 of the bags were sent to a room that was not even any of ours. We had to searched for the bags.
My room was supposed to be upgraded to a suit and I used 2 of my upgrade credits. When I went to my room, I thought it was a regular room. I asked the front desk and was told all rooms are suites. I checked out the other 2 rooms and the room that was for 1 night rm 930 was a suite. I believe the front desk simply decided to give the suite for the 1 night stay. I decided not to take action as it would possibly ended up with us having to change rooms and embarass my friend and his wife. What an attitude!!! The least Starwood can do is to refund my 2 upgrade nights. I am thinking of dropping Starwood for other group and give up my platinum status.
September 20, 2012
Rated 3 out of 5 Redecoration required
ALthough the style and atmosphere of the hotel is fine, it might deservea complete refurbishment to bring it into the 21st century.
The service is good but overpriced.
Having to pay €39 for a cup of coffee, a bowl of cornflakes and a boiled egg is over the top.
November 19, 2012