Stayed at Urso for two nights. I have previously stayed at Unico and other 5 star hotels in Madrid but was recommended this time to stay in Urso hotel. Checked in to room 209 with my daughter on a Friday afternoon and when we came back from dinner at 21.30 in the evening (restaurants are serving meals earlier than before during the pandemic) no turndown service had been performed and we had already used our towels etc and were looking forward to clean new ones for a shower next morning. I call the reception and the reception says that there is no guarantee that turn down will be done earlier in the evening. Can happen anytime between 6 and 10 I was told. I then said to reception that no turn down needed but please send water to the room. Nothing happened and I went out into the corridor and found a stressed employee who I asked why turndown did not work and no water etc. She then told me that the hotel is understaffed and that there are too many guests in the hotel. This is of course not nice to hear.. Breakfast is also a varied experience. We were luckily very early in the morning before other guests arrived so we did get served but when the big rush came at 9-10 am it was quite chaotic and many guests were waving their hands to get some attention and served coffee etc. Shower was also a bad experience. Leakage and small cabin made the showering experince quite unpleasant. Cheap looking small cabin. So all in all a very mixed feeling. I might give this place another chance but that is it. Hotel Unico for example is truly ecellent and service there has always been perfect.…
I made a reservation during the COVID pandemic and travel was restricted to spain. I paid ahead of time and when I informed the hotel that I would not be able to travel they stated that they would not refund me my money. The customer service was terrible and there was no assistance and i was essentially ripped off by the hotel who took my money. I recommend staying at a place where you wont have the chance of being ripped off.
We were able to check in hours early, elegant hotel with spacious and comfortable room. We were right across from the hotel restaurant and never heard a sound. Customer service was A+!! I left a bathing suit in the room and they held it for one month and even had it waiting in the room of the guest who was bringing it home for me. Absolutely lovely experience! Would love to go back one day!
The hotel is ok, not amazing, the staff are extremely rude and don't understand the hospitality industry. Do yourself a favour and pick another hotel. The bed also wasn't very comfortable. The rooms are quire large for a hotel.
I ve spend only one night in the hotel. But it surely is wirth its price. I can say everything was perfect. Spa with massage splendid, the swimming pool a bit small but it has its charm. Service receptuon and room service outstanding, room itself was right size and you could feel the quality of the furnitures abd the bed that you love to stay for a longee time. Branch that we had, was the best quality. Surely I will come back. Congratulation fror the team and owners
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