“Beautiful hotel and great service”

So happy with our choice as this hotel turned out to be beautiful, modern and clean. Got checked in by Andrea working the night shift, she is probably one of the best front desk people I’ve ever had the pleasure to be welcomed by. She kept a big smile while giving us all the details about the hot... more

So happy with our choice as this hotel turned out to be beautiful, modern and clean. Got checked in by Andrea working the night shift, she is probably one of the best front desk people I’ve ever had the pleasure to be welcomed by. She kept a big smile while giving us all the details about the hotel and infos regarding the area and was able to make some funny jokes as well! The room was super cute with a comfy bed and a nice however different bathroom as it was not possible to actually close the doors which are also a bit transparent 😂 Otherwise we had a good time and enjoyed both bars, in and outside, and the breakfast which was very rich. Had the chance to stay there during a concert that was taking place in their lobby restaurant/bar and was pretty pleasant. On Sunday they had some kind of art exhibition as well which is kinda cool as it makes the hotel more original. Metro is about 3’ walk distance and despite not being in the city centre it still is a good place to stay in as you can move around quite easily. Thanks a billion for being part of this new memory. See you next time !

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“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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“Safe, Suburban Feel ... Not Convenient to Tourist Attractions”

The good news is that we could afford 2 adjoining rooms for 3 nights ... the bad news is that this property was not really near anything we wanted to see while in Madrid, about a 30-40 Euro cab ride from the heart of the tourist district, though conveniently nearby the real Madrid Stadium. The ... more

The good news is that we could afford 2 adjoining rooms for 3 nights ... the bad news is that this property was not really near anything we wanted to see while in Madrid, about a 30-40 Euro cab ride from the heart of the tourist district, though conveniently nearby the real Madrid Stadium. The staff at the front desk were completely hopeless ... they didn't seem to know anything about the local neighborhood, wouldn't make a recommendation about anything we might like to see, restaurants to try, really anything. So if you are a traveler who likes to get to know about life in the local area, this property is not for you, at least not if the same staff as we experienced is on duty. The room was clean, well appointed, though the entry into the rooms came through the bathroom facilities, so if you happened to enter the room while someone was in the shower ... oh, well, I guess if you are staying together in a hotel room, there is at least some assumption of intimacy, though this was a bit of a surprise and the first time we'd seen anything like it.

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