"Having booked a spa day at your hotel, our experience began poorly with coffee orders being completely mishandled multiple times. The initial drinks were wrong; the second batch was clearly made by an inexperienced barista, and though the third round was drinkable, the coffees were lukewarm at best. Following the spa, my daughter and I dined in the lounge/bar adjacent to reception, where the service deteriorated to an unacceptable level. Staff entirely ignored the tables; we had to repeatedly flag them down just to place or reorder drinks. After ordering a starter to share and identical mains, we were subjected to an outrageous wait of nearly 30 minutes before all dishes were brought out simultaneously. The starter arrived cold, and one of the mains was incorrect. After waiting another 22 minutes, a replacement main arrived stone cold except for the fries. Despite informing a waiter before eating, no apology, offer of compensation, or even acknowledgment was made. When we requested not to be charged for the incorrect cold main, we were flatly refused. A female staff member claimed to be a manager, and when we insisted speaking to genuine management, the F&B Manager Matias arrived only to deny any responsibility or rectification. Our request to escalate to the Hotel Manager was also denied on the grounds of him being “too busy,” with Matias claiming he had consulted the Hotel Director to enforce payment for the substandard meal. Matias later compounded the distress by blatantly lying, twisting our words, and fabricating a version of events designed to avoid accountability by saying it was the “hotel direction that we should pay”. This culminated in an unwarranted threat of police involvement, forcing my daughter to call the authorities. The police instructed us to file a formal complaint, which we did. Matias refused to translate his Spanish complaint form, and when pressed, his verbal explanations were evasive and dishonest. We view this behavior as a gross betrayal of customer trust and a stark violation of basic hospitality principles. It is not about the €20.00 charge it is about the principle. Dishonest, ill-trained, and argumentative staff with no sense of service or integrity have left us appalled. We have escalated this complaint to CEO Victor Vacas and the hotel’s stakeholders via LinkedIn, as this level of ineptitude and deceit is utterly unacceptable. There are countless far superior dining options in Madrid. We will certainly not recommend this hotel to anyone and expect a full investigation and an appropriate response to restore customer faith."
