Hotel Madrid Reina Victoria — Hotel in Madrid

Since I had stayed at the Innside Melia in Gran Via before, and had good experiences…I thought why not treat ourselves to the more chic ME Reina Victoria, since I am Melia Gold and do enjoy staying at their hotels. Sadly the mismanagement of the hotel left a lot to be desired. We were staying 2 nights at one of the balcony rooms. We arrived at the hotel at around 5 pm. They greeted us with a glass of cava which was lovely, but then the person checking us in took quite a while, looking confused and going back and forth with his colleagues. Before checking with us to explain the situation or tell us what was happening, the person did the credit card block/charge and when handing us the keys he said “we are so full so one night will be on a room in floor 6, but tomorrow you have to change room to somewhere in floor 5”. We understand these things happen and although an inconvenience, we went along with it. We arrived at the room and it had not been cleaned (see first two photos). We called downstairs and they sent the housekeeper. So we left to go walk around while they cleaned (keep in mind this is past 5 pm and a very hot day). We came back at around 645 pm…as we entered the hotel the people at the desk said the room was ready. We went up only to find the housekeeper still in there. We were very irritated by this so went down and had a talk with a manager or someone of higher rank. She apologized and gave us two passes for drinks at the rooftop (which btw I’ve always gotten at other Melia hotels anyway, so not sure this was a “plus” or anything). We asked her if we could use them the next day, and she said of course. The next day I ask the rooftop hours only to be told that the rooftop was closed that day/night for a private event. We once again had a talk with management and at our request (they didn’t offer it to us) we asked if as compensation we could have breakfast free the next morning before leaving. They agreed after some talks. As Melia gold I also get late checkout if available, so also set up a late check out at 2 pm. Again that was part of my status so not really a compensation. The day we had to change rooms there was also miscommunication. We left at around 10 am and did our own thing in the city, but it’s annoying that we had to pay for two nights but had to leave in between for hours before they changed the room. Before leaving to I was asked if I wanted a call when the new room was ready to which I agreed. They wrote down my # but of course no one ever called. After waiting for the call we decided to just return, at around 3 pm and the change was ready. Why they didn’t call I have no idea.

Overall the management is terrible here. I am not sure how the booking system works but if I book a room type months in advance, it makes no sense that they make you change rooms between your stay. The room with balcony is nice but sadly don’t think I’ll be staying at this...

ME Reina Madrid Hotel Review: Prime Location for Madrid Adventure (September 2024)

Location ★★★★★ Heart of Madrid, perfect for shopping and tourist activities Close to airport and bustling shopping district Surrounded by major brands: Lefties, Primark, H&M, Zara, El Corte Inglés, Intimissimi, Deichmann, Mango

Check-in & Staff ★★★☆☆ Friendly staff Check-in process a bit slow for large groups Swift and effortless check-out Complimentary coffee station at the lobby

Room ★★★☆☆ Compact sleeping area, but spacious bathroom Minimalist design with no decor (area for improvement) Large, comfortable bed with clean, soft white sheets Adequate wardrobe space and functional safe Large TV Outstanding shower: spacious cabin with excellent water pressure

Dining ★★★★☆ Breakfast Good quality with tasty omelettes Limited variety but satisfying

Rooftop Bar & Restaurant ★★★★★ Cozy atmosphere with panoramic views Wide range of drinks: wines, beers, cocktails Bar snacks available Open until 2 AM Exceptionally friendly staff Note: Chilly during our September visit, likely fantastic in summer

Nearby Attractions ★★★★★ Abundance of restaurants, bars, clubs, and shopping malls Diverse dining options, including Indian cuisine Entertainment for all tastes, including strip clubs

Transportation ★★★★☆ Good taxi flow outside the hotel Fixed fee to airport: 33 euros (recommended over Uber)

Overall Experience ★★★★☆ ME Reina Madrid offers a centrally located base for exploring Madrid's vibrant culture, shopping, and nightlife. While the rooms are basic, the hotel's strengths lie in its prime location and excellent rooftop bar.

Pros: Unbeatable central location Excellent rooftop bar with friendly staff High-quality shower Proximity to diverse dining and entertainment options

Areas for Improvement: Brighten rooms and add decor Streamline check-in process for groups

Ideal For: Short tourist stays Shopping enthusiasts Madrid explorers who prioritize location over room luxury

Traveler's Tip Bring comfortable walking shoes – this hotel's location is perfect for exploring...

My bad experience starts at check-in, when I was assigned a lower level room than the one displayed by the app. After a long fight and a phone call from Melia's supervisor, they moved us several times until we reached a room without structural defects that prevent us from staying.

Of the rooms seen, none were decent. In general, rooms are very small, old, shabby and not clean at all (moquette always dirty with various tears). It isn’t even a quiet hotel, you will hear music until night, the insonomization is bad and there are drunk people wandering the corridors and knocking on doors (probably external guest coming from the rooftop - the card reader in the elevator to prevent external guests from going to the floor is obviously broken). The only positive thing, adequate amenities (they are the same for all ME).

The service is the most negative note. The staff is nice, but totally unprepared. To give some examples: menus with outdated prices, requests processed after 3/4 reminder, cleaning ladies who enter the room even with do not disturb tag…

Not better is the rooftop, which offers a beautiful view but is run by the same idiots who are supposed to arrange room service (and they definitely can't). Out of two orders, they got two wrong.

Last negative note, the breakfast. The buffet (€ 25 per person) is something ridiculous; there are no words to describe the misery you will find at breakfast. Without a doubt the worst of my life.

This year I spent over 70 nights in the hotels of the Melia group, and this is undoubtedly the worst I have ever experienced. There is not even a positive side, everything needs to be redone: from the structure, to the cleanliness, to the service. It is evident that it is a hotel with an absent or incapable manager (probably both). If you are in Madrid - and you want to stay in Melia - I recommend Melia Serrano or Inside Gran Via (certainly not luxury facilities, but of a good standard and...