location service quality room everything perfect except below which is a disqualifier for me

pretty perfect hotel, except …. no decent coffee machine, just a water cooker and instant coffee; this is not of this time anymore for a hotel of this quality. it drags the , otherwise great hotel, down. a Nespresso machine costs 100-150€ so a small investment to get up to standard at this price level.

Room was beautiful, reception staff very helpful. Given 25th floor room, gorgeous views.

I messaged twice before arrival, it was my Husband's 50th birthday, i wanted him to have a welcome message. No one responded.

23rd floor over looking Madrid. House keeping staff are amazing, polite and kind. The Double bed was very large and the bathroom showers were awesom, it also included a bath, which made my wife very happy. I stayed for 7 nights, with my wife and 19yr old son. Firstly Roberta was amazing, she makes everyone feel like a guest and listens. She is an excellent ambassador for Eurostars. Margarita at breakfast is super efficient and super lovely. Gina at breakfast is amazing and ready to help/assist. They all have excellent customer service skills that go above and beyond and raise the bar of expectations. My time is precious and I work hard to save and take a break, So well done to Eurostars and all who work there, Bravo and Ole. Thanks Fran.xx

To be honest there was nothing to say that I did not like.

i luuuuuved how friendly literally everyone is! i never encountered a mean staff member and everyone was such a breath of fresh air! i truly got luxe treatment here, honestly, room service was so fast. <3 the hotel is in suuuuper close proximity to some beautiful shopping and food spots, alongside some really cute places to chill and watch the sunset, or take pictures.

the only downside was that our room was not as exceptionally clean as i thought it would be for a 5* service but that was literally the only downside. the place still gets high ratings from me, but i wish the floors could’ve been just a tad bit more cleaner!

The Room was very Perfect For me and it has an amazing view from the window, i would love to visit again and use this hotel for my work purpose. And could not find a top Floor Suite in the booking.com i think that option is available in the hotel website not here.

The only thing i didnt like was i call the reception to know confirm about my check out time, but nobody pick up my phone and also didnt get any call back from the reception team, so that was little weird for me.

The location was close to the airport and behind the hotel is a wonderful complex of restaurants. The spa was cool & the suite was exceptional. The highlight of the hotel though has to be Roberta. She takes great pride in her work and puts the customer first. I was there on an extraordinary day with the power cuts in Madrid lasting all day and with no way of getting to the airport, Roberta saved the day. The way her and other staff were with the customers under such testing circumstances was great. Roberta could teach customer service, exceptional!

LISTEN. This is the best hotel in Madrid that I’ve stayed in, I’ve been to Madrid 4 times and on those 4 times i stayed there. First of all, the Hotel is amazing, I loved the decoration on the room and outside the room, it’s absolutely BEAUTIFUL and it’s better in person than the pictures. And the view ??? I stayed on the 26th floor and waking up to that amazing view is literally paradise. Second, the food, guys the food is finger liking good, presentation on point, season and flavor too. Everything! Third, the staff, the staff is so welcoming, friendly and adorable and available, great service I love it ! Fourth, location, me personally I think the location is great I was able to get to the main places in a short period of time with the public transportation (train, bus etc) I don’t think it’s far at all from the main attractions especially from Gran Via (about less than 13 minutes). It’s a 10/10 for me, my favorite place to be in, this Hotel deserves all of my coins and it’s definitely affordable for what it is (meaning, you get more than what you paid for), the whole experience is always amazing just being there. Plus, there’s a beautiful mall right next to the Hotel it’s called Caleido, you can have lunch there the food is amazing too, sushi, American breakfast and my favorite bakery called Santa Gloria they sell the best “Napolitanas” check it out.

I have no complaints !!! Amazing

The breakfast buffet didn’t have many options

The room was amazing and location was perfect.

Nothing.

Comfortable rooms, clean and quiet. Frontdesk staff very helpful and friendly, willing to help and sort out the issues.

In the restaurant is very hard to find someone speaking other language than Spanish. In 5* hotel something unexpecting, as it is almost not possible to explain your requirements in case of some type of allergies (lactose etc). But when you find the only person there, they will help. Served coffee during the breakfast is just terrible, regardless of if it is a brewed coffe or made on request. Missing the description of how to find the hotel parking. All email communication from the hotel was made in Spanish language only.