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“Poor service - not a five star hotel” 3 of 5 stars
Review of Melia Madrid Princesa

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Melia Madrid Princesa
5.0 of 5 Hotel   |   C/ Princesa, 27, 28008 Madrid, Spain   |  
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Ranked #49 of 457 hotels in Madrid
Edinburgh, Scotland, United Kingdom
1 review
1 helpful vote 1 helpful vote
“Poor service - not a five star hotel”
3 of 5 stars Reviewed September 6, 2013

There was many advantages of this hotel, but the service let it down, and therefore in my view it is not a five star hotel or good value for money.

Pros:

- we were in room 1222 which was a grand premium room. The room was a very good size with a lovely view. The furnishings were modern but not of the quality of other five star hotels such as the Sofitel. Some of it was MDF.

- the breakfast was wide ranging

- the service in the bar was very good, as was the housekeeping service

Cons:

- we were on " the level" but not advised at the time of booking, in late June, that the level was closed for 6 weeks between the end of July and middle of Sept. I emailed the hotel to ask and did not get a response. This information was not put on the hotel website until much later. It meant that we did not get a turndown service, or complementary drinks and tapas, which are included in the price of the room. I appreciate that August is when many people working in Madrid go on holiday, but you expect a five star hotel to employ cover for this period of time. In addition, we were not offered a discount or complementary drinks as a substitute.

- the service at check in was poor. We were not advised of where the lift was or where breakfast was held or the time. We had to ask for a map. At breakfast one morning we were advised to "get our own tea" despite one of the tasks of the waiters to service tea and coffee - and we had received it on previous occasions. You got the overall impression that they could not be bothered.

- there were no English papers, again you would expect more of a five star hotel

- the gym is inadequate for a five star hotel.

  • Stayed August 2013, traveled as a couple
    • 3 of 5 stars Value
    • 4 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 1 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
MeliaMadridPrincesa, Guest Experience Manager at Melia Madrid Princesa, responded to this review, November 15, 2013
Dear Martin L,

Firstly, we thank you for taking the time to write this review about your experience at Meliá Madrid Princesa.

In one hand, we are pleased to know that you enjoyed your Grand Premium room, our breakfast buffet or service provide by Bar and Housekeeping staff.

On the other hand, we apologize for the inconveniences caused from other elements you describe about your stay that made it not completely satisfactory. All information required about our hotel services are written on our web page.
Our staff have very strict customers services procedures in all the different steps during customer experience in correspondance to our category. We are very sorry we did not meet your expectations.All your comments have been reported to the departments involved to take whatever corrective measure is necessary.

We will be delighted of having a new opportunity to get a completely satisfactory stay in the near future.

At your disposal,

Fátima Pelegrina López
Guest Experience Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Rating summary
  • Location
    4.5 of 5 stars
  • Sleep Quality
    4.5 of 5 stars
  • Rooms
    4.5 of 5 stars
  • Service
    4 of 5 stars
  • Value
    4 of 5 stars
  • Cleanliness
    4.5 of 5 stars
Traveler tips help you choose the right room.   Room tips (91)
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Cesano Maderno, Italy
Senior Contributor
27 reviews 27 reviews
6 hotel reviews
Reviews in 17 cities Reviews in 17 cities
38 helpful votes 38 helpful votes
4 of 5 stars Reviewed September 6, 2013

The hotel is a 4 stars. It's well located, close to Plaza de Spagna, well connected all over the city due to metro station far few meters wolking.
The hotel itself is good, you can find all services you need, included SPA, Wellness, massages, bar, restaurant. Rooms well manteined and clean. Employees nice and friendly! Amazing breakfast but really expensive (almost 26 Euros/day)
The only one matter not good is the Gym: really hot temperature and old and not well manteined gym stuff! Really bad for an hotel of Melia brand.
I would reccomend..

  • Stayed September 2013, traveled on business
    • 4 of 5 stars Value
    • 4 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 4 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
MeliaMadridPrincesa, Guest Experience Manager at Melia Madrid Princesa, responded to this review, November 13, 2013
Dear eleyven,

First of all, we would like to thank you very much for having chosen Meliá Madrid Princesa during your stay in Madrid and for your time taken on making these comments.

It is always a pleasure to know that our customers, as it is your case, had an overall satisfactory stay, enjoying, above all, our location (in one of the main streets of Madrid), services or friendliness of our staff. We work every day to get the highest standards referring product and service in correspondace of our 5 stars hotel category.

About the gym, we are very sorry we did not meet your expectations. Your comments have been reported to the department involved to take whatever corrective measures are necessary.

We would be delighted of welcoming you again in the near future.

Kind regards,

Fátima Pelegrina López
Guest Experience Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
San Juan, Puerto Rico
Reviewer
3 reviews 3 reviews
Reviews in 2 cities Reviews in 2 cities
2 helpful votes 2 helpful votes
4 of 5 stars Reviewed September 3, 2013

Excellent service, most people very helpful. They try to enhance your stay, great breakfast. If you get the upgrade with breakfast & other ammenities save you money & enhances your stay. Very good location although not in the center but walk distance from it.

Several places to eat inexpesive closed by.

  • Stayed May 2013, traveled with family
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 4 of 5 stars Service
Was this review helpful? Yes 2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
MeliaMadridPrincesa, Guest Experience Manager at Melia Madrid Princesa, responded to this review, November 13, 2013
Dear alvaroacc,

Firstly, we appreciate very much your comments regarding your stay at the Melia Madrid Princesa.

We are very glad to know that you had a very good stay and we are delighted about your comments about the staff; do not hesitate that I will share them with the entire team.
Our hotel is situated in one of the main street in Madrid and you can walk in five minutes time to Plaza de España.

Thank you very much again and it will be a pleasure to welcome you back soon.

Regards,

Fátima Pelegrina López
Guest Experience Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Sharon, MA
Senior Reviewer
10 reviews 10 reviews
7 hotel reviews
Reviews in 5 cities Reviews in 5 cities
21 helpful votes 21 helpful votes
4 of 5 stars Reviewed September 2, 2013

This is a very nice hotel overall with ultramodern decor. Big plus with this hotel is that their check in and checkout time is 1 pm. The subway stop Ventura Rodriguez is right outside the hotel so it is convenient to just hop on the subway and get to pretty much anywhere in Madrid.
However it's not the nicest location if you don't want to hop on the subway. There was no place just to grab a cup of coffee and a croissant in the morning. The only options are to have the super expensive voluminous breakfast in the hotel, or walk to the Grand Via which is about a 10 minute walk, or hop on the subway. None of these options were that pleasing to me and when you just want a cup of coffee first thing in the morning without paying 10 euros for it (if you choose room service) it's a little annoying.
I wish they just had one of those coffee makers ubiquitous in every US hotel and I wouldn't be writing this.
Would I stay here again? I might. It really is a very nice hotel with very nice room and bathroom. Ill have to figure something out for morning coffee though...

  • Stayed August 2013, traveled solo
    • 4 of 5 stars Value
    • 3 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 4 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
MeliaMadridPrincesa, Guest Experience Manager at Melia Madrid Princesa, responded to this review, November 8, 2013
Dear alysha781,

First of all, I would like to thank you for havichoosing us during your last stay in Madrid, as well as for taking the time to post your opinion on Tripadvisor.

It is a pleasure to know that you had a general satisfactory stay despite of not finding any coffee shops nearby the hotel. As we are situated in one of the main streets in the city, there are plenty of places where you can have breakfast in the surroundings, apart from our UNO Bar.

Looking forward to welcome you back soon.

Best Regards,

Fátima Pelegrina López
Guest Experience Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Brooklyn, New York
Senior Reviewer
7 reviews 7 reviews
6 hotel reviews
Reviews in 6 cities Reviews in 6 cities
5 helpful votes 5 helpful votes
4 of 5 stars Reviewed August 21, 2013 via mobile

Decor was cool. Bar closes at 12. Rooms were spacious and comfortable no complaints.
Minutes from metro. Not centurally located. Must take train two stops to get to the center and then walk to attractions like plaza st. Ana, del prado museo, and plaza mayor.
If your looking for a quiet location then this is the hotel for you.
Ps try booking thru the hotels webpage for ex tra freebies.

  • Stayed August 2013
    • 4 of 5 stars Value
    • 4 of 5 stars Location
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 4 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
MeliaMadridPrincesa, Guest Experience Manager at Melia Madrid Princesa, responded to this review, November 8, 2013
Dear Riva G,

Firstly, we would like to thank you for taking the time to write a review about your experience at Meliá Madrid Princesa. We are glad you enjoyed our decoration as we completely refurbished the whole hotel in 2008 with a large investment, as well as you enjoyed your stay.

Regarding your comments, our hotel is centrally located in one of the main streets of the city and in a walking distance to Plaza Mayor, we are 15 min away. We are situated just 5 min walking from Plaza de España and Gran Vïa, which are main sightseeings in Madrid.

Looking forward to welcome you back soon.

Regards,

Fátima Pelegrina López
Guest Experience Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
London, United Kingdom
Contributor
20 reviews 20 reviews
14 hotel reviews
Reviews in 12 cities Reviews in 12 cities
10 helpful votes 10 helpful votes
4 of 5 stars Reviewed August 20, 2013

Good points:
Staff were attentive and efficient but lacked personality
Lobby was lovely
Rooms were very clean
Great toiletries, they had thought of most things
Amazing bathroom
Great use of space with sliding doors
Great location - metro outside or short walk to hop on and off tourist bus or short taxi ride anywhere
Feels safe

Bad points
Beds were hard but actually not that uncomfortable
Spa closed on a Sunday
Rooms had bad lighting. Very dark at night, with curtains pulled so tricky for getting ready to go out and the very annoying (but cool) blue lights under the bedside table that didn't help sleep.
Noisy neighbours... Could hear faintly next door and very much heard upstairs at 6.30am!
No kettle but seems standard in Europe

Overall
Works well for a weekend.

Room Tip: Not all rooms are he same size that are the same type.
See more room tips
  • Stayed August 2013, traveled with friends
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 4 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
MeliaMadridPrincesa, Guest Experience Manager at Melia Madrid Princesa, responded to this review, November 8, 2013
Dear PrincessWombat,

As we do with all members of this community, we would like to thank you for your time on posting this review about your stay in our hotel.

In one hand, we are very glad to read that you had an overall satisfactory stay, above all with the positive points about it.

In the other hand, we are sorry for the inconveniences caused with the negative points about your stay. All our customers comments are the best assistance in our daily improvement work.

It will be a pleasure to receive you again in Meliá Madrid Princesa.

Kind regards,

Fátima Pelegrina López
Guest Experience Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Brussels, Belgium
Senior Contributor
25 reviews 25 reviews
16 hotel reviews
Reviews in 20 cities Reviews in 20 cities
8 helpful votes 8 helpful votes
3 of 5 stars Reviewed August 19, 2013

The hotel is situated in the center at a walking distance from SOL station and from the Royal Palace or Main Square 'Plaza Mayor'. The rooms are a bit small and very noisy if close to the lifts. The staff at the reception nicely accepted to change us from room.
Breakfast in the room was good (enough food and nice breads)
(Babies are not accepted in the pool even if with special swimming diapers)

Room Tip: Surely not close to the lifts and as high as possible in order not to hear the street noises.
See more room tips
  • Stayed June 2013, traveled with family
    • 4 of 5 stars Value
    • 4 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 4 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
MeliaMadridPrincesa, Guest Experience Manager at Melia Madrid Princesa, responded to this review, November 8, 2013
Dear Sandrimiro,

We do really appreciate your comments made about your last stay in Meliá Madrid Princesa. We would like to thank you for choosing us during your stay in Madrid.

It is a pleasure to know that you enjoyed our buffet breakfast and our location. Concerning our rooms, we have rooms in the hotel with different sizes, from 25 m2 up to 105m2 available to all our guests.

Looking forward to welcome you back.

Regards,

Fátima Pelegrina López
Guest Experience Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.

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Additional Information about Melia Madrid Princesa

Address: C/ Princesa, 27, 28008 Madrid, Spain
Phone Number:
Location: Spain > Community of Madrid > Madrid
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Restaurant Room Service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#3 Spa Hotel in Madrid
#31 Romantic Hotel in Madrid
#33 Luxury Hotel in Madrid
#42 Business Hotel in Madrid
#54 Family Hotel in Madrid
Price Range (Based on Average Rates): $$
Hotel Class:5 star — Melia Madrid Princesa 5*
Official Description (provided by the hotel):
Completely renovated in 2008 and located just steps away from Madrid main square Plaza de España, this modern Hotel offers spectacular views of the Royal Palace and Casa de Campo. Perfectly situated within walking distance of Gran Via, Plaza Mayor, Puerta del Sol and Madrid's main museums (Prado, Thyssen,...). In addition, a Metro stop can be found right at the entrance of the hotel allowing convenient travel to the airport or Madrid's main local attractions. ... more   less 
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Also Known As:
Melia Madrid Princesa Hotel Madrid
Sol Melia Madrid Princesa

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