Rated 5 out of 5 by TerraPromessa13 A real palace
We are a family of 5 and celebrated new years eve at the Westin Palace. As in a real palace we were all treated like royalties: friendly and smooth check-in that respected all our wishes communicated by e-mail; upgraded to fantastic suites with connecting doors (!), used our platinum amenities for a lavish breakfast buffet, a spectacular new years eve brunch (with top notch champagne) and very friendly and professional staff who treated our grandson like a little prince. We all want to go back and further explore this beautiful city with many excellent restaurants.
February 3, 2015
Rated 3 out of 5 by Cante Some issues to be addressed
I come back to the Westin Palace this week and I am very disappointed.
I arrived at around 11pm, went my room and I wanted to order some food: the telephone was not working! I called the number online with my phone and after 10 minutes I managed to speak with someone.
The hotel staff come to my room and told me the phone had been fixed.
So i tried to turn on the TV - it was not working. I tried to call the reception again to ask support but guess what, the phone was not working. So after calling again the reception with my phone someone come to have a look at the TV. After 10 minutes I was offer to change room as the TV in my room was not available.
It was already midnight so clearly i decided to stay in my original room.
Apart from this specific point, I think improvements need to be made to compete with the other major 5-star hotels in Milan.
I'll stay at the Westin again on Sunday and this will be my last stay if the situation does not improve.
February 13, 2015
Rated 3 out of 5 by David1959 Misleading Promotion
Hotel is large and wll appointed if lacking in public spaces (1 Restaurant, 1 Lobby Bar). I booked a prepaid promotion for an upgraded room with 50 euro per day hotel credit - sounded great. Plus as SPG expected an additional upgrrade. At check-in I had to bring to their attention the promotion - this seemed troubling and made the check-in process very lengthy as they clicked away on keyboard for several mintues. Was told I was upgraded to "Grand" King, but room was interior room looking into light shaft. I asked for another room, a different front desk staff member escorted me and asked if the room (415) was acceptable. At first glance is seemed very nice. It was not until going to bed that I realized the bed was on a wall shared with elevator shaft - and listened to elevator all night, as the prospect of re-packing and moving seem more frustrating then tryint to sleep. Hotel staff know perfectly well that this room and headboard are located directly next to an elevator and should advise if this would be an issue. They seem reluctant to provide anything but the lowest class of room based on the price I paid vs. the promotion language - misleading at best. Bar and restaiurant staff were friendly and professional. No doorman visable throughout stay to help with taxi, etc.... At check-out I had to remind them of promotin and have bill adjujsted to reflect the daily credit. I enjoyed my stay in Milan, but certainly did not feel valued as a customer and/or SPG Gold member.
January 5, 2012
Rated 1 out of 5 by Mo522 My Experience
The front desk reception was one of the worst that I have received at an equivalent category SPG property. These included lack of friendliness of the staff, the acknowledgement of the lifetime platinum status, etc. They immediately wanted to charge me extra, even though they had not available a requested suite. Their lack of civility and helpfulness was most noticeable. I can continue identifying its shortcomings, but that would be futile.
July 4, 2012
Rated 2 out of 5 by Discerning18 An unsatisfactory approach to service
My initial reception was unfriendly and un responsive until I reminded the man at reception that I was a Platinum member and entitled to certain privileges. I complained about the air conditioning in the room which was extremely noisy but nothing was done about it. There was also considerable noise in the room from work being carried out in the hotel which I also mentioned. I would have expected my room to be changed but it was not. People I was with who had another room had a part of the toilet fall on them and nothing was done about it.
An empty bottle of wine, wine bucket and dirty glasses were left in my room throughout the whole stay.
August 12, 2012
Rated 1 out of 5 by bradly81 This hotel ruined my travel.
I chose this hotel over Luxury collection gallia because gallia's room rate soared highly once I missed their promotion.
And I hadn't know that would ever turn out to be a disaster.
I gently informed Westin Milan via email that this stay would be for a special occasion and also received a very welcoming and positive response.
So, I was hyped up for the stay.
But surprisingly, they didn't do anything about it.
And clerk who checked me in was stiff and pretty far from being warm and kind giving me a unpleasant glance.
Room was literally old-decored like invisible bacteria may exist on all of furnitures and the carpet, so I hardly sat on the couch and slept on the bed.
And also, there was no complimentary water and welcome food or drink.
Besides, location was not convenient at all.
I cannot possibly recommend this hotel to my platinum friends and whoever visit Milan.
January 9, 2015
Rated 2 out of 5 by JerBerg Craziest E-mail Policy I Have Ever Come Across
The hotel is fine... your basic, boring business hotel. It's nothing special, but I would never recommend it to anyone. There is a massive instruction page in the room of how to connect to the internet (which was actually no problem at all), and at the very end, an e-mail disclaimer:
The in-room Internet connection is provided by Quadriga: any outgoing communication would have as a reference this provider and not the actual author of the e-mail. Italian antiterrorism law does therefore not authorize us to provide this type of outgoing mail service on the in-room connection.
Bottom line, you can get and read your e-mails, but you can't respond. This is a slight problem for most business travelers, and certainly a reason to stay elsewhere.
January 16, 2012
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