Hotel Viu Milan

The hotel's best feature was how it looked and felt. It seemed recently renovated, with low lighting, dark wood paneling, a musky scent I imagine was oud, and a mid-century dreamlike feel. The beds were comfortable too. There was a rooftop pool I didn’t get to use, and a spa I didn’t have time for. The basics didn’t work nearly as well. We ordered room service the night we arrived, and the food was so bad I wouldn’t give it to my dog. Even the waiter knew it was a joke. It was easily the worst thing I’ve ever been served or given for free, and breakfast the next morning followed the same pattern. Service was also the poorest I’ve had at a hotel in Italy. I’ve usually found hotels there to be an exception to the generally lagging customer service, but not this one. I’ll leave it at that: book at your own peril. The location wasn’t ideal and parking was terrible. When we were temporarily parked on the raised platform outside the hotel, we were told to move so a luxury car could park there permanently. It felt like a silly publicity stunt, much like the rest of the hotel. My colleagues and I kept exchanging glances and shaking our heads, silently agreeing we’d never come back. I travel often and judge hotels on food, sleep, and service. Management should get back to those basics. If they can be great at two of the three, this could become a hotel people want to return to.

The Viu was part of what made Milan, probably my favorite city, so beautiful to me. The tram stop is only a few steps from the lobby, and the location puts many places and sights close by. Service was exceptional, breakfast was great, and the rooms were very pleasant. The lobby and terrace were beautiful too. There was a complete gym and spa with a sauna and steam room, and the room was always stocked with lovely complimentary spring water in a glass bottle. The restaurant looked very nice, though we already had dinner plans and didn’t try it.

The bar was a standout for me. I had one of the best takes on a Margarita I’ve ever tried, and the rooftop looked stunning. I’d love to come back in the sunnier months and make more use of it. The comfortable rooms and convenient location made getting around Milan easy, and the service from arrival was warm, attentive, and excellent. There was a small laundry mix-up: my clothes went missing briefly, and my stained jacket and shirt came back untreated. The team was sincerely apologetic and offered complimentary drinks at the bar, which helped smooth things over. Hotel Viu Milan became one of the highlights of our trip, alongside some beautiful stays in Lago di Como. I’d happily return.

The people made the biggest difference here. Savo and Monica from Guest Relations were warm, attentive, and did their best to sort things out. The location and stylish feel are strong points too, but several practical issues stopped this from feeling like a five-star stay. We ended up in a balcony suite on the top floor after reporting that our first upgrade, a junior suite beside the elevator, felt worn, cold, and dark. The second room was a clear step up, though the water still wasn't properly hot. A maintenance worker confirmed that pumping hot water to the higher floors was an issue, and showering was only just comfortable. Breakfast was another disappointment for Bonvoy Titanium members. It wasn't included, and cost €40 per person for a continental spread with no hot buffet. Eggs and porridge were available separately, but we didn't think that justified the price. We ate outside for the first two days. After our complaint was processed, the hotel offered us half off, which we appreciated and used. At €20 it seemed more reasonable, though it was still disappointing to pay separately when most Marriott hotels include breakfast for status members. The spa is tiny, with just two loungers, and the gym floor needs replacing. The design is otherwise modern, and the staff are friendly. With better maintenance, more consistent rooms, and more meaningful Titanium benefits, Hotel VIU Milano could reach five-star level.