The Westin Palace, Milan

The Westin Palace in Milan certainly looks grand and lavish, with an elegant lobby and stylish décor that make a great first impression. The staff were all very helpful, friendly, and genuinely tried their best to accommodate us, which I truly appreciated. However, during our stay, the air conditioning in my room wasn’t working properly, and instead of fixing it, the solution offered was to bring in fans. Many people in our group had to change rooms — in some cases, multiple times — due to various issues. It felt like the hotel was under pressure, and unfortunately, some rooms did not meet the standard you would expect from a Westin. Overall, a visually impressive property with excellent staff, but the comfort and maintenance of rooms need improvement to match the hotel’s reputation.

Booked a stay here for 4 nights and upgraded our room by 3 categories to a 37m2 room on check in. Upon the first day of sleeping we realised the AC in our room wasnt working. To that complaint their front office lady said "maybe the AC's cool better in your country, this is how it is in Italy. All of this while the lobby was freezing. When we asked for a room change / refund, they showed me 2 rooms of the lower category that were less than half the size of my previous room. We were at their disposal and couldn’t really do anything at that time. Even the new room given by them had no hot water (we usually do not check if the hot water is working when staying in a 5 star). Moreover the front desk staff was rude and when I asked for a refund rather than personally coming to me and explaining they thought it’s convininent to drop a letter under my door. Pathetic experience, pathetic stay and pathetic staff. Don’t have anything else to say. We weren't looking for any freebies but the extra money paid for 70 eur / night x 3 days was ideally scammed by the property. Don’t know how they operate like this. My friend was in a basic category room and they upgraded his room to another room while we were put in the room he was previously in. They didnt even check the safe of the room and my friends passport was lying in the locker when we tried to open the safe. We seemed to have a laugh about it at that time but highly disappointed with the lady at the check in desk and their entire staff. Wish I remembered her name. Never staying at any Westin again !!

We just returned from Italy and we stayed at this hotel for four days. First, I would like to call out an employee who went above and beyond to ensure our stay was top rate! Johan was amazing from his customer service to his positive attitude. He knew and remembered our names and gave us an upgraded room (we have top status). Our room was well appointed and our entire trip from start to finish at this property was amazing. The favorite part was the breakfast buffet as well! We have stayed at many nice hotels and this breakfast was by far the absolute best. Fresh food and beautifully displayed. The location was by a lovely park as well where we were able to sit and enjoy watching the locals bring their dogs and have beautiful flowers! Short walk to the city center. I highly recommend this property and we can't wait to return!

The hotel food and service were good, if a little pricy. However I was shocked to find the car park prices which are unbelievable. We are on a motorcycles tour around Europe and 2 motorcycles cost €240 for 3 days whereas a Range Rover (taking more space) was €150! They charge €40 a day which is kinda ok for a car parking space holding 2 bikes, but to charge €40 EACH bike is outrageous. As a Gold Bonvoy member I will be providing feedback when the inevitable survey comes round.

Terrible stay with horribly dirty room. Hotel has been unhelpful regarding a full refund. Upon checking in, we were assigned a room on the fifth floor. Once we went up to that room, we noticed that the previous guest had apparently been very ill as the toilet was soiled with excrement on the outside of the toilet bowl and on top of the toilet seat. For example, poop was dripping down the side of the toilet nearest the side facing the shower. We immediately called reception to request housekeeping. We then departed the room for over 5 hours. Upon returning to the hotel, the bathroom still had not been cleaned. I went down to the front desk to again request housekeeping. We again departed the room for 2.5 hours for dinner. However upon return it was still not cleaned. We again requested that the front desk send housekeeping, which they ultimately did. At this point, we also requested to be assigned a new room. Despite being cleaned by housekeeping, the bathroom still smelled awful. We were then assigned a room on the first floor, but were advised that this was the only room remaining in the entire hotel for the night. This room was clean. However, as we advised the front desk, this room’s air conditioning was not working. The room remained at over 85 degrees Fahrenheit throughout the night, and as you can imagine, sleeping in that heat was near impossible. Furthermore, to make matters worse, the room’s hot water was not working. This required that we take freezing cold showers. The rooms mini refrigerator was also broken. While the front desk staff was responsive and helpful, this is not the type of stay we expected to receive from a Westin hotel. I would not wish a sleep in the heat like that upon anyone, especially because it was near 100 degrees Fahrenheit outside. Unfortunately, the rooms available at this property were not up to par whatsoever and we had a more than unpleasant stay. We followed up with the hotel the next morning and after the stay. They did apologize but only offered a small discount on the stay which was unacceptable given the nature of this visit.