“Stunning hotel, but there is room for improvement!”
The hotel is absolutely stunning; the lounge, the room, and the rooftop all shine. We loved the room—bed perfect, shower/bathroom clean and great. Even though it’s on Gran Via, the room stays quiet with the windows shut. The rooftop is a nice, relaxing spot away from the city bustle. The spa is small but clean and comfortable. The lounge café gets busy, but the food is good. The exterior looks amazing, but the service didn’t match the hype or the price of the rooms. The lounge often gets crowded, making it hard to reach the elevator or room when it turns into a bar. DJs playing in the hotel sometimes disturbed rooms, showing that the “club” vibe trumps the “hotel” vibe. Check‑in was chaotic in a dim back room of the lounge, with many disruptions. Rooms were warm at night; opening windows let in too much street noise. We asked twice if the AC could be lowered, but despite promises, nothing changed. Complimentary water and towels weren’t always refilled, and sometimes there was no space for hotel guests in the lounge because too many outsiders were there. These small issues matter more when you’re paying a premium. Many staff seemed new, and the hotel is clearly hiring, so hopefully service will catch up to its social media image. Some staff were very friendly, so I’m hopeful. The pros are there; if the hotel improves in some areas, I’d definitely recommend it. For now, if you’re visiting Madrid as a tourist, be aware the hotel also hosts events that can interfere with guest service here and there.
Ralph3週間前