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Having booked a spa day at this hotel, we expected a standard of service consistent with its positioning. Unfortunately, the experience fell significantly below short at every single stage. It was a diabolical experience.
Our coffee orders were mishandled repeatedly. The initial drinks were incorrect, the second attempt was poorly executed, and while the third round was drinkable, all coffees were served lukewarm. This early lack of care proved indicative of the overall experience which was absolutely dire.
Following the spa, we dined in the lounge/bar adjacent to reception. The service here was particularly poor. Staff were unprofessional, inattentive, slow to respond, and consistently difficult to engage, I’d say even lazy. We were repeatedly obliged to attract attention simply to place orders or request follow-up. The overall impression was one of reluctance and lack of basic customer awareness.
We ordered a starter to share and two identical mains. After an excessive wait of approximately 30 minutes, all dishes arrived together. The starter was cold, and one main course was incorrect. A replacement was requested; however, after a further delay of over 20 minutes, it arrived cold, aside from the fries.
Despite clearly raising these issues before eating, there was no meaningful acknowledgment or effort to rectify the situation. Our request to have the incorrect and inedible dish removed from the bill was declined without satisfactory explanation. We asked to speak with a manager and were eventually attended to, but the response was dismissive and lacked the professionalism one would expect. Our concerns were not addressed constructively, and our request to escalate the matter further was not accommodated.
Overall, the experience was disorganised and poorly managed, with repeated errors, minimal accountability, and a clear absence of customer-focused service. What should have been a relaxing spa day concluded as a frustrating and unnecessarily stressful experience. This is not a matter of cost, but of standards. Based on our experience, there are far better options in Madrid offering both quality and service.on every level it was beyond a terrible experience."
