The hotel is really nice and located near to Serrano, and a 15 min walking to Gran Via.
The hotel has a covered parking, which was a plus for us. The breakfast was excellent, it has a huge variety and everthing was delicious. However.... The staff is unfriendly. At the reception they didn't smile even once, as if they were annoyed. The rooms were partially renewed. The restroom was outdated and the matress horrible!
In general it was nice to stay there, but there is room for improvement
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Thank you very much for having chosen us and for sending us your opinions and suggestions. We are pleased to know that you liked the hotel´s location, parking and breakfast buffet. Our guest´s satisfaction is surely our reason to be and what we work for every day in Vincci Hotels.
We regret, though, that you were not entirely pleased with certain aspects of your stay and we will take good note of your opinions in order to improve the service we offer our guests.
In any case, we would like to note that any guest who is not completely satisfied with the room they were assigned can notify us and, always in so far as it is possible, we will offer a change, trying to make their stay as comfortable and enjoyable as possible.
We regret, as well, that you felt that the treatment you received from our staff was not entirely adequate. All of our team are known for providing impeccable service and for always taking care of guest´s requests in order to provide them with a perfect stay, so we apologize if you considered in your case it was not completely like this and we are at your disposal for whatever you may need.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.