Excelsior Hotel Gallia a Luxury Collection Hotel Milan

Customer Ratings & Reviews

TripAdvisor Traveler Rating

1716 reviews

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  The Excelsior Hotel Gallia Milan disappoints right from the door....

  Day 1: I arrived the Excelsior Hotel Gallia Milan with a lot of expectation but with a little trepidation. My last experience there many years before their much-vaunted renovation was not pleasant memories. Anyway, I was ready to forgive all and move to a fresh start. After 21 years of attending the Milan design week every year, one was quite used to the price gouging from hotels in Milan. We have come to accept that as a small sacrifice to see new design trends in furniture and fashion and enjoy the best shopping on the planet. Right off the bat, I was in for a rude shock. I came off the airport taxi and was surprised to see no bellman at the door. I had to drag my bags inside with no help. For 1300 Euros per night, this was not the dream start I was hoping for. At reception, I was met by 2 receptionists. After the usual check in process (passport + credit card), I asked politely if an upgrade was possible. I was told the hotel was fully booked and none was available at this time. I was not surprised given the season but the response that my current room was already very good was unexpected given that well...I already knew because I selected and paid for it! I continued by asking what could be offered if no room upgrade was available. I expected to be told a bowl of fruit or some non- alcoholic wine or something. Anything. I was met with a blank refusal again but this time, it came with an offer to call the 'manager' to review. It turned out to be the second receptionist who had been listening all along. To add insult to growing injury, the 'manager' proceeded to say exactly what she knew I had heard twice over from her colleague (as if I needed it to be said slowly). At this point, I gave up and went to my room. The room was acceptably 'luxurious' and the renovation earned great marks from me. Spacious showers and good closet space with a well-lit desk. The lighting system was difficult to figure out but after some fiddling, I was able to turn off all the lights. After just a few minutes in the room, I got 2 AMEX charges from the hotel amounting to over $10,000. Alarmed, I went back to the reception to enquire and receptionist 1 (after a few minutes of confusion) admitted to making a mistake and offered to void one of the charges. I was quite upset given that she told me the charge would not be reversed for days. I asked for a manager and receptionist 2 came out to say no one made a mistake. It was a system error. This was quite infuriating as receptionist 1 was doing a better job. How could this be a system error? Did it mean every client gets charged twice? I asked for the matter to be escalated and expected contact from the GM or someone more senior that night or the next day. As I write, no one has offered an apology or even mentioned it despite my 3-night stay. I mentioned that I would leave a review of the matter, and the 'manager' said I was free to do as I pleased! In a 5-star hotel to a Platinum Elite client. This was new low in customer service. I have not written a review in 5-6 years, but this was a story that needed to be told. Day 2: Attempted to go for breakfast before I realized no one told me where to go. The usual introduction to the facility had been omitted by these 2-front desk officers. Breakfast at the Gallia is good and the service team quite responsive BUT expect wait time of 10minutes to be seated at peak periods. Day 3: I extended my stay in Milan but checked out to another hotel. I hope my luck changes in Milan. In summary, not a great way to spend money.

  Apr 12, 2025
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  Lots of issues

  As a lifetime Titanium elite member, I was given one of the worst rooms right at the back of the hotel with the shower not working and no hot water. After I complained, Mr. Issam from the front desk shifted me to a one-bedroom suite facing the main square. On our last day, the bathroom was malfunctioning and water flooded all over the place. Staff took too long to answer phone calls and drinking water was provided with a grudge. I will never return to this property again.

  Apr 07, 2025
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  Love this hotel and love the location

  We had a one night stay here; my wife, teenage daughter and I. I booked a standard room on points and requested an upgrade to a suite using one of the Marriott upgrade certs I get as a Titanium member. That upgrade cleared at the five day window. I added a rollaway bed for 90 euro / night. This is our third or fourth stay at this hotel and it is one of our favorites. The location is great for taking the train and the hotel is gorgeous. It was rainy when we were there but they provided three umbrellas. We had lunch at the terrace bar (burgers, sandwiches and salads) and dinner at the bar on the main floor (small plates meatballs, pasta and a steak). All of the food and service was very good. We had the buffet for breakfast in the morning, which was also great. I really, really like this hotel.

  Mar 24, 2025
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  Very nice hotel, luxurious but starting showing signs of wear and tear.

  Felt more tired than a year ago, however still an excellent hotel. We had a signature (Atelier) suite both last December and this year; room is spacious and well-appointed, however this time I noticed carpets were not as clean and amenities were downgraded from Acqua di Parma to a hotel-owned brand. Also, furniture starts to show signs of wear and tear. Another sign of decline was check-in: while staff was courteous, my room was not ready until 6pm. I was offered a normal room while my room was being cleaned, which I appreciated. Fitness center remains top notch, and breakfast was extensive in range and delicious in taste. Also, it would be great to be able to add a rollaway bed or a sofa bed to a suite - as this is truly family unfriendly. Overall still a good hotel.

  Dec 30, 2024
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  Very good for foreigners connecting at Centrale.

  We only stayed here one short night, but I came away extremely impressed. The staff are amazing and patiently explained the details of our stay and the specials available to us. If anything, just stay here to eat breakfast here in the morning. The spread they offer to guests is one of the finest I have ever seen--my daughter adored all of the options to eat and drink. And the late night options are good too--we ordered and enjoyed a very good pizza at midnight. Highly recommend a stay here.

  Dec 28, 2024