My husband and I are Hyatt regulars, we're both Platinums in their membership scheme (and in and out of Diamond territory), and earn a fair number of points every year, mostly at mid-range properties for work trips. So we try to 'splash out' when we use our points and decided that two nights at the Park Hyatt Milan would be a great weekend away. The other two Park Hyatts we've stayed at have been phenomenal (Paris Vendome several times, and Saigon), so hopes were high.
The location is excellent. The building is beautiful, and the rooms are nice and comfortable. We were in a standard Queen room, which was small but still had an enormous bathroom, which is something I really value. Excellent shower and large bathtub compared well to any other hotel I've stayed in. Nice smelling amenities.
There were a few things that I found a bit off. Perhaps it was a culture thing, but it was hard to say. Getting it out of the way, I'm an American woman, and I know Europeans can tend to find me a bit bossy (so do try to moderate as appropriate). However, this is a high-end international hotel chain, and so it was surprising how I felt like I never received service as good as that which my husband received.
One small example-- we had tried to find the nearest BNP Paribas ATM to get money out of, but the website was based on neighbourhoods, which we weren't familiar with. While my husband went to the front desk about another matter, I went to the concierge to ask them the location of the nearest BNP Paribas ATM. They told me four other banks, but not a BNP Paribas. I explained that it was in-network, and I really wanted to use that bank, and they were pretty condescending about the fact that there were SO MANY other ATMs around nearby. They finally reluctantly noted on my map where there was one, without looking online. So of course there wasn't one where they marked. It was odd, but I wouldn't have thought anything of it if it weren't for the second incident.
My husband had used the gym the first day we arrived, and was raving about the locker rooms and spa including a hot tub and sauna. We decided to go down together, sit in our respective locker room saunas and meet in the hot tub at a certain time. Except there was a note on the women's locker room saying it was closed for construction, and to see the front desk with any questions. I managed to get his attention before he changed, and we went back to the front desk. They seemed absolutely puzzled as to why this seemed problematic, and suggested that I could change into my swimming suit in my room, and then come down in the lifts in my robe (really?! this is supposed to be a classy joint!) They then couldn't understand why I didn't think this was a fair or equal experience to my husband, who got to enjoy the sauna in the men's locker room. I got pretty ticked off and gave up, and went back to the room. Husband stayed down there, and talked to a manager, who apologized and said he would follow up with us, and would "do something" to make up for it (that something was unspecified). When my husband reported this back, I basically snorted and said that I would believe it when I saw it. Sure enough, not a peep from the manager or any even token gesture of apology that the spa and locker rooms were closed for women the entire time we were there.
Maybe it's because they knew we were there on points and obviously not millionaires, but the service from pretty much every person in the front desk and concierge area was way below what I'd expect from any Hyatt, especially a Park Hyatt. The one exception was a woman who checked us out and was very friendly. Maybe they should promote her!
My bottom line is that I wouldn't ever pay rack rates to stay here unless I was sure I would receive better service. Based on what we paid (nothing), and how nice the room and location was, I'm giving it 5*. If we'd paid what they generally charge for that room and received the same service, it would be 2 or 3, probably, but it's impossible for me to separate out the service we received from what we paid.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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We thank you for your comments and we are happy that you overall enjoyed your stay and liked our hotel.
We apologize if our concierge was not able to give the right directions of the bank you were looking for, as they misunderstood with BPM.
Regarding the Spa, during that period the women changing room and steambath were closed for refurbishment and they were moved to the Private Spa Room where obviously you found other people.
We hope it didn't completely spoil your stay with us and we are already looking forward to welcoming you back soon!
My warmest regards
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.