NH Madrid Sur

"Excellent experience at the Catalonia hotel with family and a pet. The reception service for both check-in/out was excellent"

"I made a reservation through Booking. I did not have the opportunity to stay at this hotel due to a serious family emergency. Given this exceptional situation, I requested to be able to postpone the stay or keep the amount for a future visit, since I travel to Madrid frequently for work reasons. I was willing to provide all the necessary documentation to prove the situation. Booking allows the accommodation to evaluate and accept these types of exceptions, even after the cancellation period has passed. Therefore, the decision was in the hands of the hotel itself. Unfortunately, they decided not to do so. They limited themselves to applying the cancellation policy and automatically charged the full amount of the stay, without a call, without trying to find any alternative, and without showing the slightest gesture of empathy in such a delicate circumstance. The most disappointing thing was that they hid behind Booking's policy, when the possibility of making an exception depended on the accommodation itself. For me, the way a hotel handles an exceptional situation says much more about it than any service or facility. I am left with a feeling of enormous disappointment and, above all, a lack of humanity. I expected a different response from a hotel in the Catalonia group, especially considering that I travel to Madrid regularly and could have been a repeat customer. An experience that, without even having stayed there, has made me rethink choosing a hotel from this group again."

"Catalonia El Retiro was perfect for us! We were 16 people in the group and I wanted a hotel that could offer twin rooms and a pool. So this was a perfect match! Jose and the rest of the staff was very service minded and the booking process was flawless. The pool area was great and the rooms had good beds. The metro station is not far away and it was easy to go to the more central parts of Madrid. I highly recommend this hotel for groups. And it is a good alternative for those who wants a cheaper alternative than the hotels in the middle of Madrid. I can definitely stay here again!"