I travel frequently for business and I've stayed in a number of hotels in Madrid. First off, the pro's. Excellent location (hard to beat if you want something in Central Madrid), friendly front desk and the apperance of a modern hotel. However....
They need to fire whoever designed the rooms and the customer experience. I stayed 4 nights, with my girlfriend, and if staying more than a night the hotel is absolutely inadequate.
It is not built around the customer/habitant, but rather for visually asthetic appeal. There was only one, very small, drawer for the entire room (including beside tables), so I was foreced to have my clothes layed out on a chair, which makes one feel terribly disorganised with general clutter laying around.
The lighting scheme in the room was ill-concieved; if you turn the bathroom light on in the night, it lights up the rest of the bedroom due to the semi-transparent wall adjacent to the bed. The "dim" light within the bathroom was pointless as it would basically blind you due to it's location (between the two sinks, relatively at eye level). The room lighting from the perspective of being in bed is terrible as well. There is no option that does not result with a bright light directly in your eye.
I've slept in worse beds, but the bed left much to be desired. Climate control didn't seem to work.
Our room was on the corner of two small, but fairly busy, streets, one of which had a bar opposite; which resulted in a fair bit of noise as the windows didn't seem to keep out the noise very well.
The television/entertainment system was very frustrating, forcing you to go through 5+ menus before you can access regular television.
One morning, I did not have hot water. I called reception, they said OK and they'd look into it. I called back, telling them what they were planning to do and they said they'd send someone. I told them not to send anyone, but 10 minutes later, I received a knock on the door (what were they going to do? come in and turn on the water? then tell me it is not warm). I told them to go away, and another 10 mins later, I got another knock on the door asking to come in again.
So in summary, the hotel looks very contemporary and fashionable, but takes very little into consideration from the customer experience standpoint.
Stay at another hotel if staying more than a night
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
12 March 2012
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We would like to thank you for publishing your feedback regarding your stay in our hotel. We are pleased to know that you were satisfied with our location and staff, although we deeply regret that your stay with us was not as you would have hoped.
In this regard, we would like to inform you that thanks to feedback like yours, in which you informed us about how noisy the street can be on some days, we have begun to install double paned windows in the most exposed areas of the hotel, with the objective of getting better soundproofing. Likewise, we would like to let you know that we are in the process of changing the mattresses in the entire hotel.
Ultimately we work to satisfy our guests and therefore, we take note of all feedback, always with the aim of improving.
We are at your disposal for anything further you might need.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC