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.
- 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
- 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.