I contacted the hotel prior to our stay and was told we were more than welcomed to check in early due to our plane landing early. Once we came to check in, we were turned away and told to wait 2 half hours, luckily they held our bags. I understand if we weren’t allowed to check in early, my problem is being told we were allowed and being turned away immediately walking in. If we were told it wouldn’t be possible, we would have made other plans.
As for the service, if you don’t speak Spanish you will not be met with a warm welcome. I greeted in English (my fault) and they immediately turned to my spouse and greeted him in Spanish (we are fluent in both English and Spanish) I started speaking in Spanish and was still ignored..even though the reservation were made under my name.
The room itself was nice and clean, and everything needed for a stay. I enjoyed the vanity area of the room until I noticed that a broken part of the table was cracked and fixed with putty and paint..not a big deal until my shirt was stained. I understand they need to fix damages, and don’t mind living with them, but a warning would have been great. I didn’t feel comfortable letting the front desk aware of my experience because of the prior interactions. I now have a ruined shirt.
Over all, it’s a beautiful hotel, located in a great part of Madrid. I wish the front desk service matched the aesthetic. We loved the location and will be back, but not to this hotel.