Canopy by Hilton Madrid Castellana, Madrid

Good

Disliked: Dear TeamI recently stayed at your hotel for three nights, and while I found some aspects of my stay enjoyable, there were several issues that detracted from the experience. I wanted to share this feedback in the hope it can help improve future stays for other guests.1. Service Concerns:• I rang reception four times regarding two Toweliing robes, and while I was told it would be resolved, it ultimately wasn’t because we weren’t in a suite. Clearer communication around limitations or policies would have been appreciated.• Coffee pods and cream weren’t replenished in the room. I had to call to request these, which felt inconvenient.• Staff were generally friendly and willing to help, but I would suggest additional customer service training to ensure prompt responses to guest needs.2. Maintenance Issues:• The control for the bath/shower was broken and fell apart.• There was a leak in the room that required reporting.• These maintenance problems were surprising for a four-star hotel.3. Other Observations:• The smell in reception was unpleasant. When I raised this, the response from the head of reception was dismissive, which didn’t feel appropriate.• On a positive note, I appreciated the glass of Cava provided by Dan. His professionalism and friendliness stood out.While your staff are clearly hardworking and kind, the service and maintenance inconsistencies do not align with the standards expected from a four-star hotel. I hope this feedback is taken constructively and leads to improvements for future guests.Best regards,Georgina Osborne

Superb

Liked: Design And bathroms

Really nice hotel

Liked: Everything was really good. The Hotel is new, room was quite big and stylish.At the reception everyone was nice and kind, always ready to help. We went to Madrid to celebrate my Birthday and New Year, and glad that we chose this hotel. We enjoyed our time there a lot.

Very good

Perfect accommodation snd well located...

Liked: Shower, toilet and sink/mirror were in different rooms but within the same space. I was obsessed.Reception staff extremely nice and helpful.
Disliked: I liked everything