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“Poor general service”

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AC Palacio Del Retiro, Autograph Collection
Ranked #104 of 438 Hotels in Madrid
Certificate of Excellence
Chester, England, United Kingdom
2 reviews
common_n_hotel_reviews_1bd8 9 helpful votes
“Poor general service”
Reviewed September 29, 2012

I travel frequently to Madrid on business, and have stayed in a variety of 4 & 5 star hotels. This hotel was by far the worst in terms of service and facilities. First off, one would expect the sauna to be hot, right!? Apparently not - this sauna could only be described as room temp.
In the morning I made what I thought was a perfectly normal request for an iron in my room to iron the travel creases out of my shirt - this request was made at 7:30 am and I was told that, not only did the hotel not have irons for guest use but if I wanted my shirt to be ironed by house keeping, it would take until 9am for "the iron to be hot enough". Really???!
I was left no alternative but to ask them to iron the light creasing of the 3 remaining shirts at a cost of 27€.
I questioned all 3 of these aspects of my stay with reception and was told that "this is normal in Spain"! No it isnt! It isn't normal at the Westin Palace, the Intercontinental nor the Ritz therefore it won't be normal for me to pay more to stay at this hotel in the future!

  • Stayed September 2012, traveled on business
    • Value
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Helpful?
8 Thank Andy J
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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512 reviews from our community

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Rating summary
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  • Sleep Quality
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  • Cleanliness
Traveler tips help you choose the right room.   Room tips (67)
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English first
Chicago, Illinois
Level Contributor
7 reviews
5 hotel reviews
common_n_hotel_reviews_1bd8 23 helpful votes
Reviewed September 24, 2012

I stayed here for 6 nights in September. This is a great boutique hotel. I had the room with the Lichtenstein like print on the bathroom (featured on the website). The bed is comfortable, great/clean/modern bathroom, the room has a speaker dock for your iPod, and all of the staff were incredibly friendly and helpful. The hotel is in a great location. I liked it because it was away from the really touristy areas of Sol and Centro (but not a bad walk or just a couple of train stops). The website says it is .6 miles to the metro but it's really only 2-3 blocks to the Retiro stop. You can walk to the Prado, Thyssen and Reina Sofia museums. It's not a bad walk to the Atocha or it's a quick train ride from the Recolotos C8 train. I did several day trips to Segovia, Toledo and Seville and it was very easy to get to the Atocha or Chamartin stations. It's also very easy to take the train to/from the airport. My opinion is it's the best location in the city! I would stay here again and would definitely recommend this hotel.

  • Stayed September 2012, traveled solo
    • Value
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Helpful?
Thank mew1618
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Derby, United Kingdom
Level Contributor
164 reviews
164 hotel reviews
common_n_hotel_reviews_1bd8 135 helpful votes
Reviewed September 23, 2012

Ideal location for exploring Madrid on foot. The hotel was the personal residence of a Spanish shipping tycoon. The hotel company took a classic space and contrasted it with tasteful modern design to create a breathtaking hotel. This hotel is new with many top of the line appointments. Large bathrooms, spacious rooms and many nice touches (CD in the room with electronic lounge music, shaving kit & tooth brushes). One of the best parts is the mini bar is gratis! Only problem was that we found out only 1/2 through our trip. I like a hotel that doesn't nickel and dime you over basic travel amenities. We'll definitely be back.

Stayed April 2012, traveled as a couple
Helpful?
Thank Mary C
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Santo Domingo, Dominican Republic
Level Contributor
22 reviews
5 hotel reviews
common_n_hotel_reviews_1bd8 7 helpful votes
Reviewed September 10, 2012

The hotel is located in a main street, just walking distance from the Prado Museum, the Alcala Arch and many other attractions.
Our room was spacious and beautiful; very modern and very well taken care of. That goes for the bathroom as well.
The breakfast area is also very nice and the presentation of all of the meals is superb.
Staff was nice and the views of the park are magnificent at sundown.

Room Tip: If you like light ask for your room at 4th floor. this used to be a palace o I don't think that...
See more room tips
  • Stayed September 2012, traveled as a couple
    • Value
    • Location
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    • Cleanliness
    • Service
Helpful?
Thank Claudia433
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Wales, UK
Level Contributor
81 reviews
57 hotel reviews
common_n_hotel_reviews_1bd8 148 helpful votes
Reviewed August 23, 2012

Just got back from a 2 night stay in Madrid at this lovely hotel. The situation of the hotel opposite the Retiro Park cannot be beaten in my eyes and it is in a beautiful pat of the city very near to the Prado Museum and the Ritz Hotel.

The hotel staff were very courteous and could do enough for us. The hotel itself is very smart. From the outside it looks like a private house and inside it is very modern and contempory but the original touches have been kept. Everything about this hotel was excellent and I would definately stay here again.

We did not take breakfast here so cannot comment on this. We did have drinks in the bar which were delicious (a bit on the pricey side but who cares when you are in this lovely city and hotel) and the bar is very cool and welcoming after the heat of the day. The reception staff advised us where to go for food on our first night and this turned out to be an extremely good and trendy restaurant called Ramses. Very good choice. They also advised us how to get about the city on the open top bus tour and called us a taxi when we requested one.

I cannot praise the staff or this beautiful hotel highly enough.

  • Stayed August 2012, traveled with friends
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Helpful?
1 Thank welshsunlover
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Parkland, Florida
Level Contributor
11 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 10 helpful votes
Reviewed August 20, 2012

A lovely hotel located in a quiet section of Madrid but within walking distance
To the city's center of activities. The staff was professional and extremely helpful
with our questions. Will definitely visit again!

  • Stayed August 2012, traveled with family
    • Value
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    • Cleanliness
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Helpful?
1 Thank sjava911
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Leeds, England, United Kingdom
Level Contributor
8 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 8 helpful votes
Reviewed August 10, 2012

This was an excellent hotel. However, be aware. I handed my bag to the hotel reception area to put into the bag lock. When I had come back to collect my satchel it had been STOLEN. It has been over 3 weeks so far and as of yet they have NOT settled this issue even though I reported it to the Spanish Police within 3 hours. To say I am annoyed is an understatement. Please make up your own mind on as to how high that puts customer care and service on the agenda of this hotel. This was a business trip and so far I am over £1800 out of pocket.

  • Stayed July 2012, traveled on business
    • Value
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Helpful?
6 Thank Gary295
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Additional Information about AC Palacio Del Retiro, Autograph Collection

Property: AC Palacio Del Retiro, Autograph Collection
Address: Calle Alfonso XII 14, 28014 Madrid, Spain
Phone Number:
Location: Spain > Community of Madrid > Madrid > Paseo del Prado
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Restaurant Room Service Spa Suites Wheelchair access
Hotel Style:
#7 Spa Hotel in Madrid
#44 Family Hotel in Madrid
#75 Luxury Hotel in Madrid
#80 Romantic Hotel in Madrid
#96 Business Hotel in Madrid
Price Range (Based on Average Rates): $$$
Hotel Class:5 star — AC Palacio Del Retiro, Autograph Collection 5*
Number of rooms: 50
Official Description (provided by the hotel):
Palatial home built in the beginning of the 20th century converted into a discreet 50 room luxury hotel. Unique building protected by National Heritage status where you can enjoy the pleasure of resting in one of the historic buildings of the centre of the city, located in front of the famous Retiro Park and close to the Paseo de Recoletos. It occupies the centre of the magical Art Triangle, Prado Museum, the Thyssen-Bornemisza Collection and Reina Sofia National Art Museum. Ideally located in the centre of the cultural, financial and business area. A full service business centre, counting with 5 meeting rooms of different sizes equipped with internet WIFI system makes of the AC Hotel Palacio del Retiro, Autograph Collection the ideal venue for holding meetings, conferences and celebrations. ... more   less 
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Also Known As:
Ac Palacio Del Retiro, Autograph Collection Hotel Madrid
Ac Hotels Madrid
Ac Hotel Madrid

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