Easter weekend travel with kids and another family. Found out once we were there that the hotel wasn't able to offer babysitting services. Room configuration wasn't ideal. But the follow up I've received from the general manager -- weeks after my visit -- to let me know what they can and can't do and how they'll address concerns in the future tells me that it's a well run hotel and one I'd consider returning to on our next trip to Madrid. It all starts at the top, and its the best customer service, after the fact, I've received.