I recently flew into Malpensa on a red-eye flight, arriving very early in the morning. As I wanted to take a rest, refresh myself and get adjusted to the time difference, I decided to stay at this hotel for my first day and night since it's right at the terminal. During reservation, I had advised the hotel of my early arrival and ask if it will be fine and they reassured me it will be. I thought maybe they are extending their courtesy in recognition of my SPG program membership.
However, upon my arrival at the hotel, I was told at reception that there wasn't any Classic Room available at that time but Club Rooms were available if I pay 30 Euro for an upgrade. As I was tired and just wanted a room, I agreed and reminded reception that I had originally requested a quiet room during reservation and she told me it wasn't not a problem.
It's well detailed in TripAdvisor reviews of this hotel of the long walk to rooms which I told myself during the walk it doesn't matter if I get my quiet room. As soon as I settled down in the room, I realized I can actually hear noises from the traffic which the room overlooks despite the double glazed windows. I called reception immediately to request a room change citing the noise from traffic and the first response was "how can it be." The person who answered my call wasn't the same person who checked me in so I told him to go through my original reservation request and check with his colleague that I did emphasize the importance for a quiet room. I also asked him to come personally to the room to listen to the noise. He obviously didn't take my suggestion to take the long walk.
Then came the interesting part. He told me that there was no other Club Room with king bed available which I insisted. I told him that my original reservation was also for a king bed Classic Room and if they can't give me a Club Room with a king bed, I wouldn't want the upgrade. So I told him that I'll revert back to my original reservation and to my surprise, he told me that he will send someone to deliver the room key to a Classic Room, which meant that a king bed Classic Room was all along available when I arrived at the hotel since all these happened within 30 minutes from my check-in. It was at that moment that I suspected that I had been deceived to upgrade by the person who checked me in, taking advantage of my need to rest after the long red-eye flight. And they do this to a loyal guest of Starwood, which they called "preferred guest."
I obviously know that there are standard check-in and check-out times and certainly know that early check-in and late check-out are privileges and courtesies extended by the hotels and don't take them for granted, and I've always checked with the hotels if my flight times require early check-in or late check-out and was never unhappy if not possible. But it is not right for the hotel to take advantage of a guest just to make 30 more Euro, although it can probably make a difference to top and bottom lines if many guests are deceived this way.
Otherwise, both the Club and Classic rooms at this hotel are comfortable and comparable to the standard and quality of the newer or recently renovated Starwood hotels. As I was only in the Club Room briefly, the only discernible differences were the additional toiletries and bath tub with shower in the Club Room while the Classic Room has only a walk-in shower. As my package included breakfast and internet access, Club Lounge access and complimentary internet access for Club Room wouldn't make a difference to me. I had dinner, just risotto and wine, at Il Canneto which is quite decent for a layover meal, and the menu and wine list are adequate for an airport hotel while services are attentive. Breakfast spread is also decent although the eggs station was not manned and the poor waitresses always had to look for the cook, exacerbating their short-handedness, but I got a sense that they were trying their best to take care of the guests.
Except for the unpleasant and deceitful check-in experience, this hotel is not too bad for a layover but I'm not sure for a stay beyond that since it appears that this hotel is not attuned to that.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Dear John L,
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We attach a great consideration to our Trip Advisors reviewers and would like to thank you
for your feedback. We sincerely regret for the inconveniences you are reporting to us, that affected your impression and memories on your stay at Sheraton Malpensa.
The initial club room was assigned to you with the purpose to offer you a room immediately, due to your early arrival; we apologize if you had the wrong perception we were taking advantage to your situation. We agree with you that the approach should have been differently managed, being our housekeeping staff working in preparing rooms for the new daily arrivals and the situation was continuously changing , as it happened in your case.
In relation to your experience at our restaurant, we will pass your notes to our F&B supervisor for any actions to be taken.
Please accept our apologies for any inadequacies on the service you have received. We do care about our guests and we are sorry when we do not succeed in delivering the right service. We hope to welcome you At Sheraton Malpensa in different occasion giving us the possibility to show you a different hotel as experienced.
With our warmest regards,
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.