Hotel NH Collection Madrid Suecia — Hotel in Madrid

Absolutely terrible place.||||Arrival: We arrived to 3 people on the desk. All 3 looked down until I asked who we should approach. We checked in and they asked for a 150€ deposit. This was the first surprise seeing as their sister hotel NH collection Colon only asked for 1€ on a card to check its status.||||I travelled for business with my husband and we were excited about arriving at this hotel due to their roof top bar. We were told the bar is no longer open due to renovations. This information was not made available at the time of booking. Very disappointing.||||After checking in we decided to go down to the bar for a drink before dinner. Upon arrival we were told about a "Speakeasy" bar which is a hidden bar behind the toilets. Upon arrival it was a very comfortable looking space but soulless. We were there with one other couple. Nevertheless, the service was slow and when we asked to charge our drinks to our room, my husband was asked to fill in and sign two different receipts. It was as if we had bought a bottle of Dom Perignon. It was really over the top especially as we had already handed over our credit card at the front desk and given him our room number.||||The next disappointment was the service in the main bar area. We went in there to eat and of my god, the service was absolutely diabolical. I ordered a salad and chicken and my husband ordered a steak. My salad (main) and starter arrived but his steak did not. When asked where it was, we were told by the very inexperienced staff that it was coming. It arrived 30 mins after my meal. We asked for the person in charge and were told she would come over. She did not, in fact, she stood chatting and laughing with her colleagues. The bar/food area is run by a bunch of untrained children. Very very frustrating. In the end, the main restaurant waiter spotted we were unhappy as he was walking by. He approached to see what was going on with my husband's order. When it arrived, it was nothing like what was advertised. They served minute steak on chips and the steak was overcooked. My husband asked for medium rare and certainly not minute steak. We explained our frustration to the main restaurant server and he took our meal off the bill. ||||After this you would imagine things would get better. The staff at breakfast were miserable and very unwelcoming. When asked for an omelette with onion and cheese, they made us go to the buffet to pick up the onion and cheese while they stood there while we handed it over to them. When the omelette did eventually arrive, the egg was pretty much raw. How can you get an omelette so wrong?! I asked for another Americano after our first one. This did not turn up, but when it did after asking again, it was a machine coffee and not an Americano. It was as if they really could not be bothered. The breakfast staff needs training just like the bar staff. They are all very incompetent. The service at this hotel was the complete opposite to the NH Collection Colon down the road. They need to either train their staff or hire mature experienced staff. The staff here are children (see picture where they just stood around chatting as we waited for service).||||After all of this disappointment, the waiter in the main restaurant went out of his way to make the rest of our stay a good one. I don't know his name but he is the only person in this hotel who knows what service should be. ||||I will never stay at the NH Collection Suecia Hotel again. I'm going back to the Colon where the service is outstanding. Very...

This is was our first trip to Madrid, so I spent a fair bit of time researching hotels and this looked pretty good. I was wrong, it I turned out to be excellent, truly one of the best hotels we’ve stayed in. The staff make it so, they are top notch.||We were greeted at reception by Marta, she was friendly, professional and really took the time to make us feel welcome. She is the perfect person to be your first point of contact on arrival. All the staff maintained this friendliness and professionalism throughout our stay. Marta always had a smile and greeting when we passed by reception.||The room was huge, slightly larger than the first apartment I had in Liverpool in the late 70’s. The bed was a super king, six pillows. so comfortable!||Lots of closet space, we were staying for four days, so the boss brought enough clothes for a fortnight and there was more than enough room for everything. The aircon is silent and works perfectly, always a plus.||The bathroom was really spacious, (you’ll need a map) it had the most amazing rainfall shower. It was stocked with all the bells and whistles, the boss gave the hairdryer 10 out of 10, a major plus, apparently.||We were celebrating our wedding anniversary and requested a room with a nice view, we weren’t disappointed and (as the photo shows) a cute touch was added to the room!||Breakfast was outstanding! You literally are spoilt for choice. The staff were tip top, we were offered omelettes, poached eggs and a local egg specialty etc. The buffet was presented perfectly and the staff truly couldn’t do enough to help, outstanding, top marks all around! To top it off, the coffee was aces!||We ate at the restaurant in the evening (I reviewed that separately) needless to say that reached the same high standards as the rest of this amazing hotel.||We went to a local bar on our last evening to watch the Liverpool match but it was full, so we came back to the hotel and watched it online. We had to order room service and the food was really, really nice. The chef’s pasta was perfect as was the burger, and the young lady who brought our food was really friendly and not phased by a couple of oldies cheering on their team!||The hotel is quiet yet has a really nice atmosphere, beautifully decorated and it has the most amazing sweet smell in the foyer, it reminds me of the hotels in Abu Dhabi.||You are a ten minute walk (in any direction) to some of the most amazing sights of Madrid and less than five minutes to a Metro station (we mastered the Metro system almost immediately, easy peasy) it is a perfect location to explore this beautiful city!||My wife and I have traveled together as a couple (and as a family) for over forty years and I would place Madrid in our top five places to visit, we will return to this beautiful city and when we do we will stay at this amazing hotel, it’s up there with the best we’ve stayed in!||A big thanks to all the staff here (especially Marta) you helped to make our trip both memorable and stress free! Thank you all so much! It really is...

I'm actually quite surprised with the amount of great reviews the hotel received because we did not have the best overall experience. My husband and I stayed here 2 nights for our honeymoon. It was the first stop in our 10 day trip. We paid for early check in (9 am) (53.64 euro + 5.36 euro tax) and changed our flight to arrive at 9 am so we would be able to drop off our belongings and rest before starting activities. To our surprise, when we arrived at 930 am, the receptionist told us that there were no rooms available and that we would have to check in at normal time 3 pm. We explained that we had paid for early check in and to see if she had any other types of rooms available, she said it didn't matter as there were no rooms in the hotel but that she would ensure that the early check-in fee would be waived. She was actually quite rude about the situation and did not offer any apologies or alternatives for us. My husband never complains and was shocked by the way she handled the situation. We then had to leave our belongings at the hotel, could not shower/ change our clothes, or rest after a 7 hour overnight flight, and had to wander around the city until a room became available. She also told us she would contact us if a room became available sooner, but she never did. We returned to the hotel around 1:30 pm just to check on the status and a different receptionist was able to check us in at that time. This was a huge inconvenience and bad start to our trip, but we ultimately didn't mind much and decided to make the most of it. However, we just returned home today to find that we actually were NOT refunded the early check-in price. We also never received an itemized bill that we were told would be emailed to us. The other thing that was frustrating was they gave us 2 complimentary bottles of water. On the second day, we asked if we could have another and they said no, that only 2 were complimentary and would not be replenished. Just shocking for a 5-star hotel to not offer additional bottled water if requested. We would have happily paid but they did not offer that to us. We just drank from the free water pitcher they had in the lobby and bought our own drinks outside of the hotel. On the PLUS side, the room was lovely and clean. It was in a great location right in the heart of the city. The hotel itself and the roof top bar were also really great. I think our experience with reception was an outlier based on the reviews, so would not let it deter you. Would just be very cautious about purchasing...