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“spoiled by poor service”

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Melia Madrid Princesa
Ranked #63 of 440 Hotels in Madrid
Certificate of Excellence
Reviewed 19 May 2012

We stayed for 4 nights in May 2012. For a tourist, the location is very good. 5 mins walk to Plaza de Espana and right next to metro station Ventura Rodriguez.

The room was on the 4th floor. It was big enough, with a little traffic noise, but that is inevitable. Overall the room was very good. It had no view and was a little gloomy but the beds, bathroom and shower were excellent. We had breakfast at a café next door and paid about a tenth of the price.

The reason why I’m giving it a low score is because I left my mobile phone in the room when I left, probably in the safe. When I was back in the UK, we called the hotel 3 times, each time they said they would look for it and we should call back later. Finally we emailed them, but they did not reply.

  • Stayed: May 2012, travelled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
1  Thank dominicp
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
MeliaMadridPrincesa, Guest Experience Manager at Melia Madrid Princesa, responded to this reviewResponded 1 June 2012

Dear dominicp,

We thank your for your time taken making this review. Receive all our customers comments are the best assistance we can have in our daily improvement.

Please accept our most sincere apologies for not reaching your expectations about service. We will take all the necessary meassures to avoid this kind of situation in the future. It is very important for us these comments so we can improve in all the areas to get the best customer care for all our clients.

Once again, we are sorry for all these inconveniences and we would like to have a new opportunity to make you feel a completely satisfactory experience.

At your disposal,

Fátima Pelegrina López
Guest Experience Manager

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Reviewed 17 May 2012

I booked the Level Premium King and ended up with mixed feelings about this. Check in was smooth and polite. The room itself was exceptionally large with more than enough space to relax and spread out, having a lounge area, double basin, separate shower and jacuzzi. The room was also on the uppermost level with a gorgeous view of the city. The decor was truly ugly though. It looks like this hotel was conned by some decorator whose claim to fame had nothing to do with talent. The color scheme is truly garish. Try combining brown carpet, mink walls, red couch, red and black wall hangings and you start to get the picture. The wall hangings were truly annoying as they were this cheap and tacky Chinese junk that cost about $50 at flea markets. The TV reception was also terrible, with about half the channels not viewable due to distorted pictures. As, for the Level experience, this is a waste of money. The snack options included in the Level Lounge are nothing to be impressed with. The breakfasts here are a waste of time. How can a hotel call the Level experience superior, charge more for it and then have a far worse breakfast choice available to its guests than the general dining area? Go figure. As with several other comments, I agree that the service in the general breakfast area leaves much to be desired. Staff don't really care, tables are not cleaned quickly, replenishments often have to be requested before anything is done. The location of this hotel is good but not exceptional. You're still a 25 minute walk to Sol. The metro stop is, however, very close. I would not stay here again.

Stayed: April 2012, travelled solo
2  Thank Max2502
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
MeliaMadridPrincesa, Guest Experience Manager at Melia Madrid Princesa, responded to this reviewResponded 29 May 2012

Dear Max2502,
Firstly, we appreciate the time taking of making these comments about your recent stay in Meliá Madrid Princesa.

We are sincerely sorry because your experience in The Level did not exceed your expectations. Your comments are the most valuable assistance to identify possible mistakes or lacks of information so we can solve them and improve them.
Please accept our most sincere apologies for all the inconveniences caused.

We would be delighted if we could have a new opportunity to prove our best customer caring.

At your entire disposal,

Fátima Pelegrina López
Guest Experience Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 15 May 2012

they gave me an uprgade to a grand premium room
the bed was really big ! i enjoyed the bathroom, the shower and the tv but the shower could have been better
i enjoyed the decoration of the room : nice design
breakfast buffet : not what I expect . I prefer the German breakfasts. Products were OK but I found them not good enough to pay 19 EUR !

Excellent if you want to be in city center
Nice Check in girl, check out was not nice, he did not ask if I had a good stay !

I confirm, it is not a quiet hotel (noise from the road and from other rooms)

  • Stayed: May 2012, travelled solo
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Thank doggygris
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
MeliaMadridPrincesa, Guest Experience Manager at Melia Madrid Princesa, responded to this reviewResponded 28 May 2012

Dear Doggygris,

It is always a pleasure to receive a review from an usual tripadvisor community member like you, so we thank you very much for spend some time giving us your feedback.
We are glad to know that you enjoy your stay with us and we apologize for not reaching your expectations in some areas .

It will be a pleasure for us to have you again in Meliá Madrid Princesa and we will try to do our best to ensure you have a full pleasant experience.

Best regards,

Fátima Pelegrina López
Guest Experience Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 14 May 2012

Stayed here last week just overnight for business, had a very good experience with no complaints. On the recommendation of colleagues, I had asked for a refurbished room and was not disappointed, it was large and very well equipped with both toiletries and personal incidentals such as toothbrush kit and shaving kit and also CD player etc. Bed was super comfy and the pillows were fabulous, made fro a good nights sleep. Only slight issue was some road noise which woke me a couple of times.

The room was very modern and had funky red and blue colours, but I didn't find this off-putting, it was fun and the coulered bedside tables were very cool. Reception staff were very helpful and quick.

I had breakfast included in my rate and this was very ggod, a wide selection to choose from and good quality. Overall a very good experience.

Room Tip: Ask for a refurbished room
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Stayed: May 2012, travelled on business
Thank Mooncats
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
MeliaMadridPrincesa, Guest Experience Manager at Melia Madrid Princesa, responded to this reviewResponded 21 May 2012

Dear Mooncats,
we really appreciate your time taken on making this comment on Tripadvisor.

Your comments have an incredible value for other customers who are thinking of staying with us. Receiving positive feedback as yours motivate all our Human Team in our daily improvement to get the highest standard in all matters.

Looking forward to receive you again in Meliá Madrid Princesa.

Warm regards,

Fátima Pelegrina López
Guest Experience Manager

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Reviewed 11 May 2012

I dont know how these people can leave bad feed back for a hotel that has very high standards. I was over the moon when we arrived at this hotel. It is well decorated, luxurious and clean. What more do you want from a well priced 5 star hotel??!! Other 5 star hotels we looked at had old fashioned decor and we prefer modern.
The standard room we had was more than ample for two adults wanting to explore the city. There was a desk to work from if you were on business etc.
The bathroom was well designed and done to a high standard and there wasn't any leaks from the shower. Even if there was, it isn't a big deal, these things happen. The hair dryer in the room was of a good quality.
We had room service on one occasion which was fantastic. Other than that we didn't eat in the hotel. We had a gift voucher of €40 a day to spend at the hotel, either on food, drink, mini bar etc. We didn't really use this to its potential but was a great plus as we had several things from the mini bar.

The rooms aren't sound proof completely but what rooms are. The double bed we had was huge and very comfortable with a choice of several pillows.

The dressers at the side of the beds have mood lighting that you can change the colour of, nice addition but we didn't use these. The reading lights above the bed were great. And the speaker in the bathroom for the tv was a nice addition.

I've already recommended this hotel to friends we liked it a lot, its also in a great location.

I've never review hotels on here but i often read them. It really annoys me when people moan about tiny little details. I'm sure there are tiny problems with their own homes!
A leaky shower is a popular one. Who cares that the shower leaks a little!!

Anyway - great hotel!!

Room Tip: I mentioned it was our anniversary and we got a nice bottle of champers in our room on arrival. Make...
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  • Stayed: May 2012, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
1  Thank Jennifer W
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
MeliaMadridPrincesa, Guest Experience Manager at Melia Madrid Princesa, responded to this reviewResponded 21 May 2012

Dear Ms. Jennifer,
we do really appreciate all this positive feedback you have written.
Thank you for your time taken and for sharing your comments with us as it is a pleasure to know that you had a great time.

Receiving comments such as yours motivate and estimulate all our Human Team making us feel proud and satisfied with our daily effort to get the best stay for every customer who comes to Meliá Madrid Princesa.

We would be delighted of welcoming you again.

Best regards,

Fátima Pelegrina López
Guest Experience Manager

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Additional Information about Melia Madrid Princesa

Address: Calle Princesa 27, 28008 Madrid, Spain
Phone Number:
Region: Spain > Community of Madrid > Madrid > Arguelles
Amenities:
Bar / Lounge Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free High Speed Internet ( WiFi ) Restaurant Room Service Suites Wheelchair access
Hotel Style:
#35 Family Hotel in Madrid
#44 Business Hotel in Madrid
#49 Luxury Hotel in Madrid
#59 Romantic Hotel in Madrid
Price Range: €137 - €245 (Based on Average Rates for a Standard Room)
Hotel Class:5 star — Melia Madrid Princesa 5*
Number of rooms: 274
Official Description (provided by the hotel):
Completely renovated in 2008 and located just steps away from Madrid main square Plaza de España, this modern Hotel offers spectacular views of the Royal Palace and Casa de Campo. Perfectly situated within walking distance of Gran Via, Plaza Mayor, Puerta del Sol and Madrid's main museums (Prado, Thyssen,...). In addition, a Metro stop can be found right at the entrance of the hotel allowing convenient travel to the airport or Madrid's main local attractions. ... more   less 
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Also Known As:
Melia Madrid Princesa Hotel Madrid
Sol Melia Madrid Princesa

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