"everything is possible, but today im sorry not everything is possible" should be the moto of this Hotel.
The conceirge is called "everything is possible," they make a point of telling you that everytime you call them; except when you actually ask them to do something-- as simple as a massage, turns out no it is not possible. The staff was awful, uncoordinated with eachother, unreliable. They were not rude most of the time, but they also were very incompetent and misleading. For example, we arrived with a rental car that was suppose to be picked up the next day. As we took a Level (upgraded) room, we were told that we had a car wash and parking complimentary. We told them, thats ok but the car is being picked up next day in the morning by the rental company. The next day in the morning no one came to take the car. At 3 pm i called the reception worried, the reception told me that they had spoken with the rental company not to worry that they would come by the end of the day. The same day after dinner at around 12, we went to see what was up with the car... it was still standing there and unwashed-- and there were only two other cars in the parking lot ( the lot had at least 50 spaces-- it was not hard to miss our car). So again we went to reception, as clearly they should have notified us that the car was still standing there and unwashed not as they had promised. In the evening when we spoke with reception, it was a different person and they had no idea that the car was even in the hotel (there were only 2 other cars), and promised us to make a point of having reception call the next day, first thing in the morning about the car, and accepted a very nice tip. Next day in the morning, I call reception at 11 and ask them about the car-- again they have no idea, of course no one has spoken to the car rental company, and the car is still there and they told me that no one even spoke to them the day before since the rental company was closed-- so we were clearly LIED to! So we called the rental again ourselves, since the hotel clearly could not handle something so simple as returning a car. At 3 pm we checked again with reception, and found out the car indeed was taken, but of course it was too much for the hotel to have notified us. Basically our whole stay we were chasing the reception about the car. Not to mention, at checkout they tried to charge us 20 Euro for those two calls after they told us local calls were complimentary and we should not have even had to call the rental as the hotel claimed they handled that. Again LIED! And they tried to charge us 30 Euro a day parking (60 Euro total), after telling us that parking was no extra charge.
The internet-- slow is an understatment. It loads google and nothing else. We even tried to use the internet that you pay for on the TV which also did not work and cost 11E. When we told them this at the checkout, we were told "oh yes, we had a problem with internet yesterday and today" which is not the case, the whole stay the interenet was nonexistant, and clearly it still doesnt work... So again they have a convenient LIE to explain.
The resteraunt which they are so proud of was very very mediocer-- a whole table next to us sent back their food-- we ate there lunch and dinner twice and it was all very average if edible at all (the tuna tartar is good), and of course super overpriced-- which does not bother me so much if the food is good but here it was not. Even the person who sat us for Lunch, acted very rude as if she didnt have the time of day for us when the whole resteraunt was empty-- only when I yelled at her that we were guests she paid attention as she realized she had no choice.
Also in check in, one person promised I could have 3 shirts pressed because of the Level room complimentary. The next day a different person claimed that was not true and I had to argue with them.
They told me all the shops would be open on Sunday, except 80% of shops were closed becuase it was the first of the month. Youd think a hotel would realize the date, but that was too much awareness for them.
The card keys dont work if you go through a metal detecter of any kind, like the ones at the meusems and all the other shops-- but the hotel didnt even tell me this. Guests told me this becuase everyone was having that problem the whole time. And you have to use the key to go up the elevator, so people wind up just going up and down (saw several lost people before we all figured it out).
They advertize on the TV in the room "ME spa" except as everything else, it is a bluff. There is no spa. There is a small room in the basement where they can bring a masseus from the outside to do a massage. I tried to do this as my boyfriend's back was completely ruined from the very soft beds in the hotel. but this day not everything was possible. AFter I pointed out how misleading they were, they managed to find someone although I have no idea where from.
Every charge in the hotel has another hidden charge which they do not tell you about. For example room service theres a charge, a gratitude charge is added (7%), and tax... at check out there is a mysterious "habitacions" charge of 5 Euro added each time.
Even at the check out, we put our bags into a room to be held for a few hours since we had to check out before we went to the airport. We came back the guy claimed they were not there. We told him he was looking in the wrong room, but he insisted it was the right room. Finally he listened to us, and brought our bags.... But basically everyhing you asked the hotel to do was impossible.
And at checkout, there were 2 men at the desk, one was a manager who we had spoken to about the issues with the bill and had very reluctantly taken off the phone charges, but could not be bothered so he sent us a very petite blonde girl to help us drag two very heavy suitcases. She tried to explain to us that the guy who usually helps with the bags is "fixing something" (she made hand gestures to demonstrate) and said she would help us, except she couldnt lift the bag. So then she went backt o talk to the manager who then reluctantly came to help us.
One of the managers was by far the sleeziest. He is a huge CONARTIST!!!! and if you speak to this man I would beware. In general, do not trust anything the hotel tells you becuase at best it is a half truth. Especially not what the manager says. You will notice that he has very bladly bitten nails, probably from all the stress of his scams and skelletons in his closet. He is short with black hair, BEWARE... this is serious. He will try to suck you dry for everything you have while he very politely smiles in your face.
On the plus side, I agree with the posts below that the shower was pretty coolwith the jets (although it leaked) and also the cleaning ladies were awsome, on surface everything looks nice and chic(emphasis on surface), and with our upgraded room we had a very nice balcony facing the square which was very pleasant and espresso machine. And the location is very convenient. But do NOT go to the "tapas" bars in the square that the hotel reccomends. In general be weary, when someone says Tapas to you with a lot of excitement, sometimes its not even Tapas.. more like crapas served the same as in any other resteraunt around the world but tastes bad.
My final reccomendation, if you must stay at this hotel since it has a central location, and its aesthetic appeal, do not expect to have any service and you are better off going to a internet cafe and figuring things out yourself. The hotel will simply lie to you and misinform you. Also do not eat at the hotel-- average overpriced food. Do not expect a spa, internet, or any modern functioning electronic equipment.
And my main issue with the hotel is the conartist service you recieve. They lie to you instead of admitting that they did something wrong, which puts you in the position where you simply do not trust what the staff tells you. On a vacation you do not want to have to worry about all the little things when your staying at a hotel in this price range.
- Official Description (provided by the hotel):
- Lifestyle hotel in the heart of urban Madrid. Located next to the city’s main theatres, boutiques and nightclubs, this lifestyle hotel boasts an innovative, luxurious design reflective of the urban culture of the capital. ... more less
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- Also Known As:
- Me Madrid Reina Victoria Hotel Madrid
- Sol Melia Madrid