30/03/2019 792laurencer, Delray Beach, Florida
The hotel is beautiful on the outside, as is the lobby. From there on it was all downhill, resulting in a very disappointing stay. There was no recognition made of the fact that I'm a Diamond Member. ... more
The hotel is beautiful on the outside, as is the lobby. From there on it was all downhill, resulting in a very disappointing stay. There was no recognition made of the fact that I'm a Diamond Member. We were offered no welcome gift or points. When I inquired about the promised upgrade, I was told, "You're in a classic double," as though this was the best room they had. It was not. It was the same room we booked. In fact, there were rooms at not just one but even at two levels higher than ours which were not offered to us. I understand these are space available but we were not told that they were not available - we were simply told "you have the classic double" as though that WAS the upgrade. Once we stepped into the room we were stunned. I initially believed that many of the issues (small room, small beds, awkward shower, etc.) were standard in Italian hotels since this was our first time but we stayed at three more hotels after this one and they had none of these problems, which told me in retrospect that these were, in fact, not “normal.” The morning was a comedy of errors. We couldn’t use the coffeemaker. There should have been instructions with it, as it was unlike any I've ever seen. Traditional hotel coffeemakers often come with instructions even when they are intuitive. This one was impossible to figure out and had no instructions. The three hotels we stayed at after this did not have such machines so it was not “an Italy thing.” There also should have been a mat for the extremely slippery tub. The toilet broke the morning we were checking out. We didn’t discover these issues until we were about to check out so we were only able to report them as we were leaving. We will certainly not return and I do not recommend this hotel. less
Direzione_VHG, Responsabile relazioni pubbliche at Best Western Premier Milano Palace Hotel, responded to this review
We are sorry to hear that you were left disappointed with your stay in our Hotel.
As we take complaints very seriously, we checked your reservation and we contacted you through e-mail to learn more about your stay and we were happy to clarify everything with you!
Once again, we are extremely sorry that our receptionist didn’t clarify that the upgrade was not available that day and you were led to believe you had been upgraded.
We appreciate your loyalty to our brand and we were happy to recognize your benefit as a Diamond Member offering you 500 points during you check in.
We really hope that our attention to this matter and our customer care service will not deter you from choosing our hotel again.