The Westin Palace, Milan

I paid for what was presented as a five-star Marriott group hotel, but the price and reputation didn't match the stay. I was in Room 101 at The Westin Palace, and it was badly outdated: worn furniture, a neglected feel and a terrible view. Service was also underwhelming. Staff seemed inattentive, unmotivated and sometimes indifferent, missing basic hospitality standards. The hotel's replies to negative reviews add to my concern. Similar complaints appear in other reviews, and management's responses come across as dismissive and uninterested. It makes these problems feel ongoing rather than isolated. At a much lower price, this might have been acceptable for a mid-range hotel. For a five-star property tied to Marriott, it felt overpriced and overrated. It didn't deliver what it promises and wasn't worth the money. I wouldn't recommend staying here.

Ms. A at the concierge desk made a real difference. She gave us excellent advice on getting around efficiently, avoiding crowds and making the most of our short time in Milan. The location also worked well, near Milano Centrale and about a kilometer from the Duomo di Milano, with easy options for exploring on foot or by public transport. Staff were responsive when we requested a roll-away bed, which was arranged promptly. We had a good stay in the third week of April 2026, but breakfast was the clear letdown. With no executive lounge, complimentary breakfast benefits are handled through the restaurant. We were seated away from the main dining area and food stations in an isolated section, which felt awkward. We told the hostess breakfast was included with our elite benefits, but were later charged €70. The restaurant was slow and seemed understaffed or poorly coordinated. We waited unusually long for two omelets, and service felt disorganized. The charge was removed when we completed a late checkout, so the billing issue was corrected. As a Marriott Bonvoy Ambassador Elite member, I used a Nightly Upgrade Award for a one-bedroom suite. It was honored, though what we got was two connected corner rooms, 729 and 730, rather than a traditional suite. Both were spacious, comfortable and well maintained. Each had a well-stocked mini-fridge with complimentary soft drinks and bottled water. The hotel is elegant, with comfortable accommodations and excellent concierge help. The upgrade, in-room refreshments and attentive staff made the stay pleasant, but the restaurant needs significant improvement. With better breakfast service, this could easily be a five-star experience.

The location is very nice and in a safe area, and I highly recommend the breakfast buffet. Staff were kind, amazing and helpful, going out of their way several times to assist us. This is one of the best Westin or Marriott locations I've ever visited.

We spent seven nights here and loved it. Our room was spacious, and the lobby, food and service were amazing. The staff were very helpful. The hotel looks even better in person, and I highly recommend it.