Great hotel in central Madrid

Liked: Good location, big room sizes. Staff are very attentive.

Exceptional

Liked: Beautiful hotel, spacious and comfortable rooms. very attentive and friendly service

Exceptional

Exceptional

Great property, location and great...

Liked: Fantastic!
Disliked: All was great!

Exceptional

Liked: Perfect location, friendly and efficient service, beautiful historic building, spacious rooms. Lots of extras included like toothbrushes, notepad and a pen, etc, etc. Attention to detail is fantastic.
Disliked: Everything was perfect, just couple of glitches really. The aircon was working only in hot mode, it was too hot in the room. The mattress and the pillows not my favourite, I am used to memory foam thing.

A huge mistake that I...

Liked: The hotel was conveniently located, clean and had a luxurious feel to it. I would usually go into more detail but unfortunately an incident occurred after check-out that makes it hard to see the hotel in a positive light.
Disliked: After a great stay, we were surprised to find that the hotel had attempted to charge our credit card 250 euro the day we checked out and landed back home, with no communication from them. Luckily they were unable to take the payment as it was a Monzo card I use for travel purposes.Knowing this would be a mistake of some sort, I rang the hotel immediately to query this charge and was advised it was due to taking the hotel’s GHD straighteners. I was shocked and angry, as the same straighteners that were there when we arrived (old/worn with no brand logo and an EU plug) were the same that were there when we left. It appears a previous guest must have switched the straighteners and housekeeping failed to check inside the bag to ensure they were the correct GHD straighteners before we checked in.I spent my first day back from holiday explaining myself on the phone to the hotel, sending emails and photograph evidence of our own GHD straighteners which have a UK plug since we both live in and are from England. I was told repeatedly by staff that housekeeping always do thorough checks between guests. I was completely exasperated and shocked by what they were saying. How could I possibly defend myself against this false accusation?The issue was eventually passed over to a manager, Patricia, who was somewhat helpful and confirmed that the hotel were going to “trust my word” and would not be pursuing the charge. She seemed genuinely sorry that the issue had caused distress.After exchanging a few emails with Patricia, she advised that general manager Sergio would be in contact with me shortly. I looked forward to hearing from him and expected a sincere apology. I waited for his email before leaving my review to ensure my review was a fair reflection of the overall situation.Sergio did apologise as expected, but within his email stated “I am sorry if you have had the perception that we have accused you of something inappropriate”.

Wouldnt stay anywhere else

Liked: The rooms are huge, the amenities are great, the staff is the best and the location is unbeatable.
Disliked: It was perfect

Exceptional

Liked: Beautiful hotel!