The Westin Palace, Milan

The Westin Palace Madrid is a beautiful historic hotel in an excellent central location, close to many of Madrid’s major attractions. Located on one of the city’s main roundabouts with a beautiful fountain in front, it is a wonderful base for exploring Madrid. The hotel itself is a grand and impressive building, although due to its size it feels more like a large traditional hotel rather than a boutique or intimate experience. It has plenty of character, but it does not have the unique feel of a smaller property. As a Platinum Marriott member, I was upgraded to a larger room, which was appreciated. The room itself was spacious, with a very good-sized bathroom, but unfortunately the upgrade meant the room had a much smaller window and felt somewhat like an attic room. My preference would have been for a room with a larger window or balcony, so while the upgrade increased the space, it did not necessarily improve the overall experience for me. Overall, The Westin Palace Madrid is a beautiful hotel with a fantastic location, spacious rooms, and the quality you would expect from a major luxury hotel brand. It is a great choice for visitors wanting a central and comfortable stay in Madrid, but those looking for a boutique or more personalised experience may prefer a smaller property.

We were there with a tour and incurred one problem after another. First, the hotel assigned us to the wrong category room. When I complained, the hotel agreed to move us to the proper category room but, after unpacking, it was obvious that the AC did not work and it was close to 90 degrees outside. After waiting more than half an hour for a maintenance person, I called the desk again and was told that they had two "cool" rooms available. I questioned whether they were in the right category and was assured they were. When we got to the new room, it was virtually identical to our original room but because it was now quite late and we had to be up very early the next morning, we reluctantly took it. An hour later, the toilet in the new room malfunctioned, requiring another call for maintenance. The toilet could not be fixed until the next day so we dealt with a semi-functioning toilet all night. On our last day, the toilet malfunctioned yet again after supposedly having been fixed and we waited over an hour for a repair. We did receive a plate of fruit and an apology for our troubles but that hardly made up for the pall that our hotel stay cast over our three days in Milan. This is a 3-star hotel impersonating a 4-star hotel. Don't be fooled.

The location was close to the train station and in the quiet part of Milan but close to the Duomo and shopping. The rooms were nice and clean as well as good size for Italy. What stood out is their customer service. Our son left value items in the room safe (which he did not tell us about) when we checked out and did not realize it until we were in the train to our next stop. In a panic and anger at my son, I contacted the hotel and they told us they would contact me once they secured the items. Riccardo, the head concierge, contacted me to confirm the items were found and could arrange the items be shipped to location of choice. He was able to coordinate with the hotel we asked him to . Upon arrival at that hotel, the package was already waiting for us, well packed and everything was intact! Riccardo not only saved us from loss during our trip, he also saved my son from a serious tongue lashing!! I was would definitely stay here again!

Concierge team was exceptionnal they helped me organising everything for my guests who were on their honeymoon and thanks to them they had an amazing time ! so thank you to the all team, Riccardo, Andrea, Alexandra, Ilenia and Catarina.

I stayed at The Westin Palace, Milan for one night during the third week of April 2026 and overall had a very good experience, with one notable exception. As a Marriott Bonvoy Ambassador Elite member, I used a Nightly Upgrade Award and requested a one-bedroom suite. The upgrade was honored, although the suite consisted of two connected corner rooms (729 and 730) rather than a traditional suite. The rooms were spacious, comfortable, and well maintained. A pleasant surprise was the well-stocked mini-fridge in both rooms, which included complimentary soft drinks and bottled water. We also requested a roll-away bed, and the hotel arranged it promptly without any issues. The responsiveness of the staff was appreciated. The hotel's location is one of its greatest strengths. It is conveniently located near Milano Centrale railway station and within approximately one kilometer of the Duomo di Milano, making it easy to explore the city on foot or by public transportation. A special thank you to Ms. A at the concierge desk. She was exceptionally helpful and provided excellent recommendations on how to navigate the city efficiently, avoid crowds, and make the most of our limited time in Milan. Unfortunately, the breakfast experience was disappointing and felt out of sync with the otherwise high standards of the property. The hotel does not have an executive lounge, so complimentary breakfast benefits are provided through the restaurant. Upon arrival, we were seated in an isolated section away from the main dining and food stations, which felt awkward. Despite informing the hostess that breakfast was complimentary as part of our elite benefits, we were later charged €70. The service was also slow. We ordered two omelets, and the wait was unusually long. The restaurant appeared understaffed or poorly coordinated, and overall service felt disorganized. Fortunately, when we completed a late checkout, the breakfast charges were removed, which corrected the billing issue. Overall, The Westin Palace, Milan is an elegant property with an excellent location, comfortable accommodations, and outstanding concierge service. The suite upgrade, complimentary in-room refreshments, and attentive hotel staff made for a pleasant stay. However, the restaurant operation and breakfast experience fell short of expectations and could benefit from significant improvement. With better execution in the restaurant, this would easily be a five-star experience.