A reservation was made 3 months in advance and reservation agent, Giorgi, was made known that it would be for a nice celebration and he claimed that he would make it special. And indeed it was specially bad. Bedding was combined from 2 singles... No bottled water in room.. Called reception and was put on hold for 30mins.. (reason given - staff were all busy). Well, it was the new year period 2nd Jan, but it should not be that bad. It is Westin after all. No cake was provided for the occasion ( well, I should not be surprised as I had to wait half a day for my 2 complimentary water).. Then, due to a sensored fridge, I had to have a staff come up to remove all the drinks from the fridge so that he may be a witness that the items were not consumed (but he simply left it in the small cupboard beside the fridge as opposed to bringing it back to his store - reason given was that he is too busy...) During check in and out, no privilege were given to SPG members. Thou the queue was short, only 1 staff were attending, while others are busy behind the desk... I had to keep my limo waiting for a long time before I got served. And of course, they charged me for the whole fridge of "missing drinks" of which I need to explain (once more) that it was already communicated to the manager ( who should have taken notes in the system).
My displeasure was initially given in a form of feedback to the reservation team upon my return. It was replied by Antonella Cottone, the reception manager, who gave a standardized template answer of things such as 'my feedback is important to them' , 'it helps them to improve' , 'they apologize and follow up with actions to improve' etc...
But, he was not answering the email at all!? My subsequent email to him was left unanswered...
- Official Description (provided by the hotel):
- Discover a place where you can be at your best. Upon entering The Westin Palace, Milan, we welcome you with sights, sounds and scents to stir your soul and replenish your spirit. Leave the outside world behind and allow you senses to be elevated. You have found your place to relax, revive and experience renewal. ... more less
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- Also Known As:
- The Westin Palace, Milan Hotel Milan
- Westin Palace Milan
- Westin Milan
- Milan Westin