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“Very poor service and unhappy staff”

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Hotel Santo Domingo Madrid
Ranked #241 of 438 Hotels in Madrid
Reviewed February 23, 2013

This is the second time they put me in a room where I'm not able to open my suitcase. This is a four stars hotel, but they have to separated wings. The old wing, is the worst place wou can stay in madrid. No views (you open the window and find a backyard...), no way to control the climate (the room was over heated...) and the last, but not the least, they allow someone on the top floor to make one party with people singing, dancing and making noise till 01 AM. The staff was complely unable to stop the party, but were kind when I call them...
If you choose to stay in this hotel, never stay in the old wing. Never...

  • Stayed: February 2013, traveled on business
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Thank Paulo R
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
AntonioNunez, Director de Marketing at Hotel Santo Domingo Madrid, responded to this reviewResponded February 25, 2013

Dear guest,
Thank you for taking the time to write a review about your stay at Mercure Madrid Santo Domingo. We are sorry to hear that the room size was not suitable for you. We recommend you to book a superior or corner room next time.
We would like to apologize for not achieve your expectations.
I hope that you will consider staying with us again so that we can have another chance to provide you with a superior experience.
Best regards,
Antonio Núñez
Marketing Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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693 - 699 of 2,516 reviews

Reviewed February 22, 2013

On arrival, we were warmly greeted by the check-in staff, who spoke good English & was warm, friendly & helpful. She was more then happy to answer all our questions and gave us lots of tips on where to go and where to eat as well as places to see.

The hotel itself was very clean and well-located ... we were spoilt for choice when it comes to food & shopping.

The only tiny hiccup was that one of the rooms assigned to us was small & rather cramped. However, since we only stayed there for one night, we decided not to complain.

  • Stayed: February 2013, traveled with family
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Thank Christine W
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
AntonioNunez, Director de Marketing at Hotel Santo Domingo Madrid, responded to this reviewResponded February 25, 2013

Dear guest,
Thank you very much for your kind comments.
I am delighted that you enjoyed your stay and I look forward to welcoming you back again soon. Kind regards,
Antonio Núñez
Marketing Manager

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed February 22, 2013

Without a doubt, the best part about this hotel is the location. It is centrally located to everything. You can walk to Puerta del Sol, Plaza Mayor, the Royal Palace, as well as many of the museums. Also, the Metro is right across the street. The hotel itself, is average. The rooms are small and out of date. We changed rooms because we were put in a room without a window! That being said, the staff is very cordial, friendly and helpful. The breakfast was very good with lots of choices. Our room had a street view, and it was very quiet.

  • Stayed: February 2013, traveled on business
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Thank Alanalon
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
AntonioNunez, Director de Marketing at Hotel Santo Domingo Madrid, responded to this reviewResponded February 25, 2013

Dear guest,
Thank you very much for taking the time to write a review about your stay at Mercure Madrid Santo Domingo.
Your compliments about our location, our breakfast and our staff are very much appreciate.
We are very sorry to hear that at first the room size was not suitable for you.
We recommend you to book a superior or corner room next time.
See you on your next trip hopefully!
Kind regards,
Antonio Núñez
Marketing Manager

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed February 19, 2013

  • Stayed: February 2013, traveled with family
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Thank dosgriegos
This review is the subjective opinion of an individual traveler and not of TripAdvisor LLC nor of its partners.
AntonioNunez, Director de Marketing at Hotel Santo Domingo Madrid, responded to this reviewResponded February 25, 2013

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Reviewed January 27, 2013

Arrived at the hotel via the Metro system from the airport.
The Metro station shares the same name, Santo Domingo - and the entrances to the station and hotel are opposite each other.
Checking in was effortless. Really friendly and helpful staff.
Room was clean and well maintained.
Think I was lucky, as I had a really spacious balcony, with awning, which could have been useful in the summer.
(Some of the rooms are internal, and have a interesting wall/water feature...)
I booked the hotel directly, via the central on-line system. On checking out, I faced an issue, whereby the rooms I had booked were double occupancy, including breakfast - yet on the hotel system, they had the rooms booked as doubles, but only one breakfast had been paid for... Go figure. I showed them my paperwork, said I would not be paying anything additional, and I was wished a safe journey home :-) (I had been alerted to this by the staff in the restaurant on the first morning.)
Nice hotel bar, normally great service, though one lad was rather miserable and wanted to surf the internet rather than serve guests promptly.
Breakfast was a great continental selection, self service. Some warm food. Plates that were warm would have improved the service.
Quite a cool 'undergound' cocktail bar in the hotel. Loads of nooks and crannies to hide away in, yet spacious. Only criticism, it's a cocktail bar - and they only serve cocktails! They ran upstairs to the hotel bar for wine, but not for a lager...
I stayed here in January, and the hotel pool was closed - it's a rooftop pool. Didn't realise, so this left me slightly disappointed, but that's probably my fault - as usual.
I would stay here again though!

  • Stayed: January 2013, traveled with friends
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1  Thank no1mav
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
AntonioNunez, Director de Marketing at Hotel Santo Domingo Madrid, responded to this reviewResponded February 25, 2013

Dear guest,
Thank you for your kind comments and compliments.
I am delighted that you enjoyed your stay and I look forward to welcoming you back again soon.
Kind regards,
Antonio Núñez
Marketing Manager

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed January 11, 2013

  • Stayed: January 2013, traveled with family
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Thank Alexis C
This review is the subjective opinion of an individual traveler and not of TripAdvisor LLC nor of its partners.
AntonioNunez, Director de Marketing at Hotel Santo Domingo Madrid, responded to this reviewResponded February 25, 2013

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC nor of its partners.
Reviewed January 10, 2013

  • Stayed: January 2013, traveled with friends
    • Value
    • Location
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    • Cleanliness
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Thank Tousson
This review is the subjective opinion of an individual traveler and not of TripAdvisor LLC nor of its partners.
AntonioNunez, Director de Marketing at Hotel Santo Domingo Madrid, responded to this reviewResponded February 25, 2013

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC nor of its partners.
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Additional Information about Hotel Santo Domingo Madrid

Address: Calle San Bernardo 1, 28013 Madrid, Spain (Formerly Mercure Madrid Santo Domingo)
Phone Number:
Location: Spain > Community of Madrid > Madrid > Centro
Amenities:
Bar / Lounge Business Center with Internet Access Free High Speed Internet ( WiFi ) Restaurant Room Service Suites Swimming Pool Wheelchair access
Hotel Style:
#150 Luxury Hotel in Madrid
Price Range: $101 - $304 (Based on Average Rates for a Standard Room)
Hotel Class:4 star — Hotel Santo Domingo Madrid 4*
Number of rooms: 200
Official Description (provided by the hotel):
Hotel Santo Domingo enjoys a privileged location in the touristic and commercial center of Madrid. One of its highlights are the 200 themed rooms, with wall paintings by emerging artists, the unmistakable hall, with vaults of porcelain and gold leaf, and the public car park, decorated with evocative and magical scenes. More than 1200 m2 with natural light to family celebrations and corporate events. Swimming pool on the rooftop terrace (only opened during summer months) offers the best view of the very heart of Madrid. ... more   less 
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Also Known As:
Mercure Madrid Santo Domingo Hotel Madrid

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