Poor

Good Location - Poor Breakfast

Liked: Location and Staff
Disliked: Breakfast - too expensive with the menu served

Passable

Liked: Location very centered
Disliked: A bit outdated, no minibar in rooms, breakfast was very poor.

While this was in a...

Liked: The property was centrally located for our needs, and our breakfast was wonderful… lots of variety and fresh fruit.
Disliked: We arrived early and checked in. Our room was not ready and we were advised to come back in 2 hours. We actually returned in 3 1/2 hours and room was still not ready. We were also bumped from the 8th floor to a lesser room on the 4th floor and told they were sold out and that was the best we could do. After another 45 minutes they put a rush through housekeeping and our room was provided. To add to this: the closet could not be fully used as the wardrobe door was stuck and did not open. The washroom was tight and could only get to toilet by closing the door after entering. Additionally, your knees rubbed up against the bidet it was so close. And the wall heater was mm from your arm … a potential burn risk if it was on!! I have videos to support my concerns

Great location, tired hotel, tired...

Liked: Location is great right on the Gran Vie perfect for visiting all the main sights in Madrid and close to family we were visiting.
Disliked: On arrival bunk bed in family room was broken - safety pins missing to keep bed open, daughter had to sleep on mattresss on floor, told at reception no other rooms available to move us to.Breakfast was a free for all, staff not interested in clearing tables so most morning breakfast room has lots of dirty dishes, when asked staff ignore request to clean table. Food is not marked for allergy and when asked staff don't know ingredients. Daughter has milk allergy and was ill on first morning due to eating something. Hot choice is never refreshed so if you don't go at start you will likely not get. There seems to be lots of staff just not doing very much or very quickly. Would suggest eating out, plenty friendlier and better stocked places nearby.The rooms are tired, badly in need of decoration and often repair in places, windows open completely so if staying with kids be careful they don't open them and climb out. As well as broken everything there is random marks on wall, stains that come off when wiped, so clearly cleaning is not done properly between room changeoversThe lift is not worth waiting for, takes ten minutes to even come when button pressed so be prepared to walk up and down stairs to get to your room.We did complain during our stay and was told they couldn't switch rooms due to hotel being full, no compensation offered, apologised and told staff at breakfast would be better each day exactly the same. Have emailed customers service, hotel manager and property directly four times and ignored each time. So whatever reply they put here publicly is nonsense because they couldn't be bothered trying to resolve the issue at the time directly with me and would rather keep the overpriced rate they charged us.

An enjoyable break in the...

Liked: The location was excellent, situated on the busy Gran Via, and close to many attractions. Despite being in the centre of the city, we were not disturbed by noise. Generally the beds were comfortable and all members of our group slept well.
Disliked: The shower itself was good but leaked onto the bathroom floor.

Very good

staff was very good

Liked: breakfast
Disliked: elevator from floor 2 not responding

Exceptional

Liked: We really enjoyed our stay . Thank you