The Westin Palace, Milan

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.

Excellent service from the arrival to the check out. Received a complimentary room upgrade. Would like to highlight the concierge team Riccardo, Andrea, Alexandra & Sofia. They helped us to visit some of the iconic places in Milan on the last minute. Thank you! Maiia

“I chose to stay at the hotel based on the reviews it received on social media. However, I was shocked and disappointed, as the price did not match the quality of service provided to me as a customer. First, upon arrival, there was a delay in receiving the room. Additionally, there were shortcomings in the room’s cleanliness; we are three people in the room, yet there were not enough towels in the bathroom, nor adequate toiletries. We also found mosquitoes in the room daily. We contacted room service, but to no avail. I hope your services will improve in the future.”