The Westin Palace, Milan

Great hotel. We enjoyed our large room looking out over the boulevard. The hotel is set back from the street which is nice. We walked to all the major attractions in Milan. The large room was well decorated and very clean. The staff was also super friendly.

Recently spent a few nights at this property, having stayed a number of time in the past several years. We’ve found it to be generally of a quality the Westin brand tries to present, that is to say higher than average. Checkin is usually good and fast, and one of its good points is its central location, close to the main railway station and with an underground station across the street. We’ve found however that in recent stays, including this one, the level of service is not as high as in the past. In this stay the housekeeping was inconsistent in level of performance, with turndown some days but not others - on one day turndown came at 9:45 PM when we were already asleep. Also, in our previous stay we commented on the poor service in the breakfast restaurant and have found it is still lacking for the what the property wants to be. These may seem like small issues, but at this price point its needs to be better. We’ve tended to stay here because of location but are thinking it’s time to look elsewhere.

This hotel is amazing. It was very comfortable: the beds and pillows were perfect. Breakfast was good. The staff were all very friendly. The location is good, the tram will take you directly to the tourist sites in ten minutes. Central station is also just a few minutes away. Everything was clean.

I stayed at this hotel for four nights in December, and while the property itself was quite nice, my overall experience was marred by a disappointing incident at checkout. During my stay, I ordered room service but had to send it back because the quality of the food was shockingly poor—the pizza they delivered was entirely inedible. At checkout, I refused to pay for the meal until I had the opportunity to speak with the manager. The receptionist assured me that the manager would contact me before processing the bill, but this never happened. They kept trying to fob me off with extra points. Despite following up multiple times via email, I received no response whatsoever. As a Marriott Gold Elite member who frequently stays at their hotels, I expect a much higher standard of service and accountability. This lack of communication and resolution is both unprofessional and deeply disappointing.

The concierge team at the Westin Palace Madrid was exceptional during our business stay. Riccardo, Andrea, Alexandra & Sofia helped us manage shipments from the hotel to the US, not once, but twice as they were returned by customs. Communication was excellent and they provided this assistance over the course of a month, long after our hotel stay had ended. Rarely do you find service like this that goes above and beyond, and every other aspect of our stay was amazing as well. We are in Milan twice a year and this will be our hotel of choice every single time.