2/10 Terrible
Blazej Tomasz
Travelled with group
Nov 3, 2025
Disliked: Cleanliness, amenities, property conditions & facilities
The spa was really disappointing, the opening times really are poor for customer availability, 11am on Saturday and 12 on Sundays, making them nearly unusable during a short stay in a city like Madrid which is a tourist hotspot for sightseeing. Spas are always available between 6-9am, a great way to start the day before tackling the city. Unfortunately this wasn’t an option.
The middle elevator had a concerning noise of loose chains whenever it moved up and down, and felt scary to use (we avoided it). It felt the overall hotel needed more touching up as many areas where paints was marked and chipped, and stains on carpets.
However the room was the biggest problem. At a 5 star hotel, in one of the largest brands in Spain, it left little to be desired. The standards felt far below the rating advertised and what a premium 5 star hotel room should be.
The room had plenty of marks and dirty areas which can been seen in the pictures below, as well as broken and damaged furniture. The iron water jug had a hole, wood painted, dirty windows, screws on the window seal, unfinished cladding, damaged posts, dirt and stains on walls and floor, and utter lack of attention to details.
We had water glasses the first day, which were removed after the first day and not replaced leaving us without glasses to use.
There were no bathroom vanity things such as cotton buds, nail files etc, and a number of damages to the bath and towel holders.
Blazej Tomasz
Stayed 2 nights in Oct 2025