After doing some research on Bonvoy group property in Milan, we decided to try the luxury collection Excelsior Hotel Gallia, base on the positive reviews from website. Unfortunately it did not live up to our expectations. We made our reservation through using points and cash and reserved a lovely suite room which seemed to be nice from the website. Being Bonvoy Ambassador Elite, we were being upgraded to a better ”suite” ? As in usual case.. Well....however we were in deep shock with the horrible condition of room 644. It was a super long suite room with chairs, table and cabinet in the living room which doesn't coordinate with each other, everything just didn't seem right. Most of the furnitures were tired and worn out. The water kettle was chipped and stained that we had to call to replace for another kettle immediately. The safe deposit box missing of the placemat layer that we had to line it with small towel in order to keep our watches and jewellery in it. This room must have been over abused by previous guests? We strongly think it is not ready to be sold to any guests, not to mention supposed to be a good gesture for upgrading their loyalty member on a special occasion, it was my birthday. The only plus about the room was the steam bath function in the shower room, only later that we found out our original Atelier Suite we desired has the same function. 🤔 We shared our concerns to the front desk after 3 nights stay, and told them we would like to stay at our original suite that we booked when we return from Venice 3 days after. The suite on the last 3 days in Milan was perfect, well maintained with lots of tall windows that could be opened in the morning. It's so European! And we love it. Since our feedbacks regarding the upgraded suite fell on deaf ears. We decided to share our dissatisfaction here. On my usual reviews, I seldom hang a price tag on it, but for using 60K-80K points + 600 Euro per night for total of 6 nights stay, I think we deserve a better treatment than this? At least the higher management team should reach out to us? Hospitality team has been not quite welcoming during our stay, especially front desk team. Our departure flight was late at night and Emirates Chauffeur pick up was scheduled at 7pm. We asked front desk if we could extend another hour or 2, so we could go out have a quick bite before checking out, again our dear cold front desk told us it's impossible to extend the check out time unless we pay for the difference? Wow... After using total of 419K points plus 3600 Euro for staying 6 nights, all we got is to rob us more, being inconsiderate, and all robotic lines (respond) to their guests? We had such marvelous stay after horrible Excelsior this month of May at JW Venice Resort and Spa, JW Marquis Dubai and Biltmore Mayfair London. Especially Biltmore London, eventhough we're not in their loyalty programme, we were able to check in to our one king bed suite room as early as 9am and extend check out time til
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