“Great Stay!”

What a pleasant stay, as I was pleased with the customer service, impressed with the superior breakfast and content with the accommodations. Clean, modern, great shower, comfortable bed, gorgeous room design. Loved the stay - would certainly revisit again next time in Madrid.

“Day reception and night porter: really night and day (night porter light years better service)”

Great hotelroom, quiet, comfy bed, you name it. Reception staff afternoon March 30th weren’t able to book taxi to airport for next very early morning, suggested me to go to the taxi stand nearby…(at night and early morning hours this is a rough neighbourhood) also quoted a price grasped from ima... more

Great hotelroom, quiet, comfy bed, you name it. Reception staff afternoon March 30th weren’t able to book taxi to airport for next very early morning, suggested me to go to the taxi stand nearby…(at night and early morning hours this is a rough neighbourhood) also quoted a price grasped from imagination. Puzzled by this unhelpfulness (and at the time thinking ”boy, service really has changed since my days as front desk clerk at the Hilton…) I was relieved and very thankful next morning at 4 am a VERY helpful and service minded night porter easily suggested to call me a cab and specificly told me to wait indoors. THIS is how it’s done! The employee of the month. Cherish him on your team!

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“Not the expectations of the Hilton group”

The room was nice but we had a bad experience there. Firstly we had to wait for more than 2 hours with 6 reminders to the front desk to get an extra towel and to have the sofa bed done for the room ugrade as we were 3 black women (emphasising this as that could be a key element). On the check i... more

The room was nice but we had a bad experience there. Firstly we had to wait for more than 2 hours with 6 reminders to the front desk to get an extra towel and to have the sofa bed done for the room ugrade as we were 3 black women (emphasising this as that could be a key element). On the check in, we had an amount taken for the pre-authorisation (as they said it was) for the whole stay. Then we noticed that another amount was debited the following day as we had breakfast that day. Then the third day, another amount was debited in the morning of the check out. They said the amounts were all pre-authorisations and that they will only debit the amount of the final invoice. When checking with the bank, it was confirmed that all the amounts were actually debited making it +600€ taken from one person’s bank account for 2 nights. They said the amount that was supposed to be to be preauthorised will be refunded and it might take 2 weeks. Meanwhile this was not planned. So, they lied to us and when asked again on the phone, they did not take accountability for the wrong information they gave us. They just said that we will be refunded. Lastly, there was a concert on the first night, they informed us and never mentioned a reservation. When trying to attend the concert, we were placed in a corner (no one else was placed at those seats where we couldn’t see the artist properly). The reason given was that the other people made a reservation for the concert. But we never heard that we had to. As it was « a gift from the Hotel to its clients » or something along those lines. When trying to order drinks, the Barwoman skipped us to go serve other people, the manager saw as we were getting impatient, and let her know in Spanish to go to us. This experience could have been great but we are so dissatisfied with this treatment. Having worked in Hilton previously, the service we received was largely below the expectations of the group.

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