Booked a room for a colleague using my card. I needed to make a change to the reservation but by the time I got through to Hotels.com customer services, I missed the deadline. First, they tried to charge me £££ to change a 2 night reservation into one.
I had to speak to the hotel directly. Not only the hotel was not understanding, the lady hung up on me, then denied doing so. Even though I paid, due to gdpr they refused to make a note on the reservation, that the guest was arriving at 11pm, and refused to wait for my email confirmation and respond to that. Took 3 calls and 2 emails to make the change and the people I dealt with, provided substandard customer service. Definitely not what I experience with other 5* hotels in Milan and around the world.
My colleague travels a lot to Milan, but I will never book into the Westin again.