Meninas

"Stayed in Room 401 from 19–23 July. On the second day of our stay, we left the hotel at around 9:00 am with the "Please Clean My Room" sign displayed. When we returned at approximately 11:00 pm, we were shocked to find our room door open with a key card left in the card slot. This was a serious security concern. We immediately reported it to the receptionist, who gave us a very unusual explanation, claiming that a fire alarm test had automatically opened all the room doors. I found this difficult to believe, as fire safety systems are designed to secure doors, not leave them open. He then changed his explanation and said the cleaner had not turned up. Neither explanation gave us any confidence that the incident was being taken seriously. The following morning, we reported the matter again to another receptionist. He apologised and agreed to inform the manager. However, despite passing the reception several times over the following days, nobody updated us or followed up with the outcome of the investigation. We had to ask ourselves, and even then, there was no meaningful response. The lack of communication continued. The day before we checked out, we asked if we could extend our checkout by one hour, and the receptionist confirmed this was fine. However, on the morning of departure, we received a call from reception asking what time we would be checking out, suggesting there was poor communication between staff and no proper handover of guest requests. Housekeeping also fell well below expectations. We were not provided with any replacement toilet roll, and instead of a bath mat, we were given a hand towel. The bathroom itself was in poor condition, with broken fixtures and mould covering the silicone around the shower. This is not the standard I would expect from a four-star hotel. The hotel needs significant improvements in customer service, housekeeping, maintenance, and, most importantly, guest safety and security. Leaving a guest room door open for hours without informing the occupants is completely unacceptable."

"The location is perfect, 3 metro stations nearby, in the center of all the action, but on a quiet street. The standard room might be on the small size for some, but the larger.rooms.with a separate.room with a couch are super spacious and a great value. Everything worked, immaculately clean, and the breakfast, if not included in your rate, is a great value for 15 euros. I would add I booked.on a 3rd party reputable site, but it had an incorrect picture of the room category. Despite not being the hotel's fault, they honored what was pictured, so they really value their guests. Highly recommended."

"This hotel is in an excellent location in central Madrid. You can access most tourist attractions within a 30 minute walk. Lovely restaurants nearby. The hotel itself is calm and peaceful; the reception and catering staff were so helpful; the rooms were beautiful clean and a good size. It was excellent value and we would certainly visit again."