I informed the hotel when I booked and also in a reminder mail before we went, that the stay was as celebrating for my husbands 50th birthday. It’s quite common that hotels do their best to make some surprise like a bottle of wine on the room on such days. On this hotel however, nothing was done for him!
They did not treat their customers as guests at all. And everything was done to get paid for. After travelling a lot both in Spain and other countries, I can hardly remember a hotel where you have to pay for using the Internet (the last years). I don’t mean wireless on the room, but at a PC in the common area.
In our package entrance to a club with free snacks and drinks was included. We were guided by the staff about where the breakfast was and so on, but not a word about the club. We had to find it ourselves. This was obviously a policy to avoid guests going there. We talked to some other guests and they had the same impression
The 8th of May, when I thought they would give some extra service, the club was even closed, for some arrangement. It means we paid for a service that they were not able to give us. And all they did to make up for it was, after we asked for it, one drink in the lobby bar. And they were so afraid of extra costs, that we were not allowed to drink something else than was in the club – What a guest treatment!!! - The day after we went to the club, and then we had to ask for filling up the gin and waiting for that! And after that we had to do the same for the tonic water.
We informed the staff during the stay that we were disappointed, but they did not care. Afterwards we wrote them a mail, and they didn’t response to it!
A hotel to stay away from!
Unique Qualities: They have a nice pool at the roof, but it can't make up for the bad service level
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Theme: Hotel
Comparison: more expensive than average
Prices: US$120-180
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Address: Gran Via 53, Madrid, Madrid 28013
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on May 16, 2008
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