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“Excellent service”
Review of Gran Melia Fenix

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Gran Melia Fenix
Ranked #29 of 436 Hotels in Madrid
Certificate of Excellence
Singapore, Singapore
Level Contributor
477 reviews
107 hotel reviews
common_n_hotel_reviews_1bd8 200 helpful votes
“Excellent service”
Reviewed April 29, 2014

Stayed for one night but everything was organised. The red upgrade is worth it. The staff is extremely helpful compared to ritz. The hotel is located near the shopping area and very near to the museums. They really helped in every way . Top class service till date the best in spain .

Room Tip: Take an upgrade to red level
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  • Stayed April 2014, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
3 Thank nirajsomaiya
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
SandraHernandez, Director de Relaciones con Clientes at Gran Melia Fenix, responded to this review, May 12, 2014
Dear Guest,

We very much appreciate your comments regarding your stay at the Gran Melia Fenix.

It is always a pleasure to receive positive feedback from our guests because our principal aim is provide you with the best of our attention for make your stay an unforgettable memory. We are very proud to know that our staff make the difference during your stay and exceed your expectations.

We are looking forward to welcoming you in a near future and keep providing with the best of our service!

Kind Regards,

Sandra Hernandez
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Rating summary
  • Location
  • Sleep Quality
  • Rooms
  • Service
  • Value
  • Cleanliness
Traveler tips help you choose the right room.   Room tips (267)
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English first
London, United Kingdom
Level Contributor
9 reviews
6 hotel reviews
common_n_hotel_reviews_1bd8 7 helpful votes
Reviewed April 27, 2014

We found ourselves with an extra day in Spain, and booked this a the last minute. Usually we stay at the Ritz in Madrid, but they were quoting €700 for a night, so we opted for the Melia at less than €200. We were welcomed like royalty by doorman Israel, concierge Rodrigo, and Jean Paul, who showed us to our room. The first room, the cheapest, was very small and dark with frosted windows. I didn't fancy it! So Jean Paul whisked us off to a much nicer large room, with 2 floor to ceiling windows, and an enormous bed, for only €20 extra. We were very impressed to be greeted by name for the next 24 hours. There is a nice bar, and a sitting room with comfortable sofas, and a delicious cup of tea….but the restaurant looked a bit small an depressing. Plaza Colon is very central with lots of excellent restaurants nearby. We will come here again.

  • Stayed April 2014, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank RoseGF
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
SandraHernandez, Director de Relaciones con Clientes at Gran Melia Fenix, responded to this review, May 12, 2014
Dear Guest,

I would like to thank you on behalf of the Gran Melia Fenix staff for your nice comments regarding your stay with us.

I was so pleased to read that you enjoyed the service provided and were impressed by our Team, specially with Israel, Rodrigo and Jean Paul. Their passion to deliver above and beyond and to exceed our guest expectations every day, is the reason why we are proud of our profession. Be assured that I will share your comment with them, who will be very glad to know that they make your stay a gorgeous experience.

Looking forward to welcoming you soon in the Gran Meliá Fénix, your home in Madrid!!

Sincerely,

Sandra Hernandez
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
1 review
common_n_hotel_reviews_1bd8 1 helpful vote
Reviewed April 27, 2014

A super hotel with nice ambience and perfect location.
The room was cleaned every day good bathroom a comfortable bed and good minibar, good breakfast with very friendly staff!
Highly recommended for a pleasant and luxurious stay in the center of Madrid

  • Stayed April 2014, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Alexa B
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
SandraHernandez, Director de Relaciones con Clientes at Gran Melia Fenix, responded to this review, May 9, 2014
Dear Guest,

Thank you for your brilliant review regarding your experience at The Gran Melia Fenix.

We really much appreciate the time you have taken sharing your experience with us and with other travellers through TripAdvisor.

I am delighted to read that you had an amazing stay with us and that you appreciated the warm and professional service delivered by the Gran Meliá Fénix team because we work every day to provide to our guest an unparalleled experience.
It will be a pleasure to welcome you back to what we hope you consider your home in Madrid.

Looking forward to welcome back, I remain at your complete disposal for any assistance you require.

Kind regards,

Sandra Hernandez
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Toronto, Ontario, Canada
Level Contributor
57 reviews
52 hotel reviews
common_n_hotel_reviews_1bd8 64 helpful votes
Reviewed April 25, 2014

We stayed here two separate times in March. Stayed here before going to Cordoba and after we came back from Cordoba.
We booked the same type of room for two separate bookings but definitely the room we had first stay was smaller than the room we had during our second stay.

The first room we got had an issue with door lock. Door didn't automatically lock if you just close the door as you normally do. We found we needed to close the door with full force, otherwise, the door didn't get lock.
On a second day when we came back to the room, I tried to open without using a key because I had a feeling that a cleaning lady didn't close the door strong enough so the door didn't get lock. I was right. The door was closed but wasn't locked.
I called the front desk right away and explained the issue.
Someone came to fix the lock immediately but the front desk didn't even apologize that our room door wasn't locked after cleaning lady cleaned our room. I felt this happens often as the building is old and front desk wasn't surprised when I explained the situation.

The hotel has a turndown service. We had "do not disturb" sign but around 10pm, the lady showed up to pass us a chocolate. I wonder what the "DND" sign was for.

A room we got for a second booking was much better.

It was a good hotel but due to the issue we had during our first stay, I would probably pick another hotel if we go to Madrid in the future.

  • Stayed March 2014, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Littlesheep
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
SandraHernandez, Director de Relaciones con Clientes at Gran Melia Fenix, responded to this review, May 9, 2014
Dear Guest,

First of all, I would like to thank you for have given us the opportunity to host you for your visits to Madrid.

We really appreciate your comments regarding your stay at the Gran Meliá Fénix, which are such a valuable source of information for us, regardless of whether it is good or bad, and it helps us to monitor the service and the product that we provide.

We regret to know that your experience with us was not as pleasant as we wished to due to the unusually situations happened during your first stay. Please, let me appologise for the inconvenience that we may cause you.

I will be very glad, if the next time you come to Madrid you may contact me, therefore I will check the details of your reservation and your stay to be assured that you have a memorable experience in our hotel.

Sincerely,

Sandra Hernandez
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
London, United Kingdom
Level Contributor
12 reviews
6 hotel reviews
common_n_hotel_reviews_1bd8 17 helpful votes
Reviewed April 23, 2014

We have stayed in this hotel for 3 nights. The hotel is conveniently located close to the Reccoletos train station, so you would find it handy when travelling from the Airport. It is also a shopping district for designer boutiques, so if you like shopping, this is the place for you.
We were given the room on the 6th floor. The view was probably the worst they have. It was overlooking the courtyard, which is basically just the walls. But it did not really matter, as the room itself was very cosy, with comfortable bed.
The breakfast was very good: the fresh fruit, yogurt, sausages, eggs, different types of pastries. There is something for every taste. I do not understand some previous reviews complaining about breakfast.
Staff was polite and they did speak a very good English. The girls at Reception advised us on what to see and how to get there, they were very knowledgeable.

The only down point for us was, that when we returned in the evening to the room, there was no complimentary water or ice left on Turn Down Service. Working myself for the Leading Hotels, I found it very strange, as this is should be the minimum standard. And when we did called to request ice, we were charged 5 Euros! For a 5* hotel, I think it is wrong, specially being in Spain with the temperature +26 outside.

I will definitely stay here again if I have a chance and would recommend the place to my friends.

Room Tip: Ask room with the street view.
See more room tips
  • Stayed April 2014, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
3 Thank oxanal
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
SandraHernandez, Director de Relaciones con Clientes at Gran Melia Fenix, responded to this review, May 9, 2014
Dear Guest,

Thank you for chosen the The Gran Melia Fenix on your recent trip to Madrid based on the reviews you read on the site.

I am delighted that you have enjoyed your stay with us and that our location and breakfast meet your expectations. We want that our guests have a memorable experience and I am thrilled to know that we did this for you.

On the other hand, and regarding your comments about your room, please let me inform you that we have different categories of rooms and we will be very pleasant to show you next time you come to Madrid. In addition, and regarding your comment about the complementary ice, please let me inform you that we have taken note of your suggestion in order to improve our service and achieve our principal aim which is the full satisfaction of our guest.

Once again thank you for your feedback and we hope that we will have the pleasure of welcoming you back on a future visit.

Please do not hesitate to contact us if we can be of assistance and thank you for recommending us.

Kind regards,

Sandra Hernandez
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Melbourne, Australia
Level Contributor
15 reviews
6 hotel reviews
common_n_hotel_reviews_1bd8 14 helpful votes
Reviewed April 22, 2014 via mobile

Excellent hotel all round.
Great location. Walking distanced to major historical sites. Excellent shopping and restaurants very close.

Clean hotel. Excellent condition.
Room comfortable. Excellent facilities. Hotel prides itself in the little extras that make you stay.

Breakfast excellent. Best we've had. Many choices, good quality food.

Helpful and attentive staff.

Definitely will stay again.

  • Stayed April 2014
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank GourmetTraveller911
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
SandraHernandez, Director de Relaciones con Clientes at Gran Melia Fenix, responded to this review, April 29, 2014
Dear Guest,

Thank you for taking the time to post a review on TripAdvisor regarding your stay with us.

I am thrilled to know that you were absolutely delighted from the moment you arrived until the moment you left The Gran Melia Fenix. We do take great pride in the service that we provide for our guests and it is very rewarding to hear that our hotel and specially our breakfast was the best you have ever experienced.

We look forward to welcoming you back in the near future !!!!

Kind regards,

Sandra Hernández
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
New York
Level Contributor
9 reviews
9 hotel reviews
common_n_hotel_reviews_1bd8 3 helpful votes
Reviewed April 21, 2014

Lacks the spanish charm factor and more a business style hotel- but nonethelss superb service. They always greeted us with warmth and helped us with finding locations and mailing out postcards.

A little steep on prices, but we LOVED LOVED LOVED this location. We ended up finding the streets on both sides had some of the best restaurants, bars and shopping in all of Madrid. The furthest walk was 30 minutes to reina sofia.

They did say in order to get a knife and fork sent to our room it was 5 euros- which seems silly, but we figured it out in the end.

super clean- and nice to come back to a clean cool hotel after a hot day of walking around and exploring Madrid!

Loved Rodrigo- so nice!

Room Tip: Try to get access to the red room floor- no other floors are allowed access. we were denied.
See more room tips
  • Stayed April 2014, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank kobawalp
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
SandraHernandez, Director de Relaciones con Clientes at Gran Melia Fenix, responded to this review, April 29, 2014
Dear Guest,

Greetings from Madrid!!

I would like to thank you for taking the time to post your review regarding your stay in the Gran Meliá Fénix on Tripadvisor.

I am most grateful for your feedback, which is such a valuable source of information for me, regardless of whether it is good or bad, and helps me to monitor the service we provide. Be assured that we have taken note of your comment in order to improve our product and service.

On the other hand, we are delighted to know that we exceed your expectations and that you have a wonderful stay with us. I have shared your feedback with the rest of the team, specially with Rodrigo, who was very happy to know that his work have been highly appreciated for you.

Looking forward to welcome you back, I remain at your complete disposal for any assistance your require

Best regards,

Sandra Hernández
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 Gran Melia Fenix

Property: Gran Melia Fenix
Address: Hermosilla 2 | Plaza De Colon, 28001 Madrid, Spain
Phone Number:
Location: Spain > Community of Madrid > Madrid > Barrio de Salamanca
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Restaurant Room Service Shuttle Bus service Suites Wheelchair access Airport Transportation
Hotel Style:
#7 Business Hotel in Madrid
#12 Romantic Hotel in Madrid
#21 Family Hotel in Madrid
#23 Luxury Hotel in Madrid
Price Range (Based on Average Rates): $$
Hotel Class:5 star — Gran Melia Fenix 5*
Number of rooms: 203
Official Description (provided by the hotel):
Uniquely located on the Plaza de Colon, the Hotel Gran Melia Fenix is a reference of the finest in the city's hotel industry, and member of the exclusive group of The Leading Hotels of the World. With its famous DRY Cosmopolitan Bar by Javier de las Muelas, it is the foremost example of luxury and service with all of the Spanish charisma.Its magnificent location in the exclusive Salamanca neighbourhood, in the heart of the financial district and surrounded by the famous streets of Serrano, Velazquez, Goya and on the Paseo of la Castellana. ... more   less 
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Also Known As:
Gran Melia Fenix Hotel Madrid
Gran Melia Madrid
Gran Melia Hotel Madrid

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