I'm a regular traveller and have been lucky enough to have not written a bad review yet on TripAdvisor but the service I received at this hotel last weekend nothing short of appalling. The front desk staff at this hotel are difficult, unhelpful, condescending and just plain rude. Don't expect a greeting when you arrive (Mario and his supervisor pretended I wasn't there for the first couple of minutes), let alone any help or information. Do expect: to be cut off before you've finished asking a question, blank looks, smirking, being ignored, Mario and his pals talking about you in Spanish thinking you don't understand what they're saying, to make a complaint at checkout (we weren't the only ones).
Our particular complaint related to staff slapping a 210 euro charge on our bill at the end for 'extra beds'. We were staying on SPG points and had asked SPG if possible to book four of us into one room (the rooms are generally suite size) or if we should book two rooms. We were told we could sleep 4 to one room at no extra cost (they would just put in two extra single beds). All this was confirmed on our booking document and before travelling we double-checked with SPG. So when the staff insisted I had to pay 210 euros on checking out I told them there must have been a mistake. A nightmare ensued and it took us an hour to argue our case, despite me having hard evidence in our booking document that no charges applied. Cue more rudeness from Mario and his (not) merry men.
Eventually the manager of the hotel sorted it out (I had to call her down from her office twice). She did try to argue with me but soon had to accept that they had invented these charges and could find no reason to take the payment from my credit card.
More hassle when I asked for some checkout paperwork once this was sorted. The staff refused to give me a printout to take home and I was forced to explain that this is standard procedure for a 5* hotel several times - and that they were happy enough to give me a printout for 210 euros and ask me to sign it!
The standard of accommodation at this hotel was actually pretty nice so it's a shame the service is so beyond acceptable. However, do note that if staying here this is not a spa hotel as advertised - there is a spa next door which runs as an entirely separate business and you will need to pay 19.50 euros each time you want to use it. You will also need to pay 19.50 euros if you want to use the gym without the spa facilities - the hotel does not have its own gym. Why guests at a 5* have to pay 19.50 euros to use a gym is beyond me.. We were also unable to secure appointments at the spa, despite attempting to book a day in advance.
The only other upside to this hotel is that they will pick you up from the airport for free and take you back. Do use this service - the drivers are the only lovely staff - and you may as well try and get something out of the facilities. Despite being Gold SPG members we were unable to use the lounge but Platinum members are fine. I have always had impeccable service from Starwood hotels - this one needs to buck up its ideas fast as it's seriously letting the side down.
- Official Description (provided by the hotel):
- The Eurostars Suites Mirasierra 5* fully-equipped facilities include an outstanding restaurant service, offering an exquisite and varied gastronomic selection in both its restaurant and the Lobby Bar. The hotel also offers a fantastic swimming pool with terrace and bar, ideal for enjoying during the warmer days. ... more less
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- Also Known As:
- Mirasierra Hotel Madrid