I wanted to love this hotel, and there is a lot about it to love, but it also had glaring flaws and gaps in service that really surprised me given its 5-star status and many rave reviews. My room was never made up and cleaned at all the first day of my stay. The concierge was brusque and perfunctory. Some kind of massive ill-managed and badly controlled press event in the lobby one morning made it nearly impossible for guests to get off the elevator, navigate the lobby, and escape through the front door. And despite a large number of uniformed waiters in the restaurant at breakfast, we, along with many other guests, nearly had to stand on our chairs and jump up and down in order to flag someone down just to refill our coffee cups.
The rooms are comfortable (mine had a beautiful view of the Prado), the public spaces are exquisite (carpets to die for throughout), the hotel could not be in a better location. But we found the service sadly lacking.
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