INNSiDE by Meliá Madrid Gran Vía — Hotel in Madrid

Stayed at the Melia Madrid Gran Via for 6 nights with my family (2 adults and a child). Its a boutique hotel (77 rooms) that I understand was fully renovated less than 5 years ago ||Location:|From a tourists' perspective, it doesn't get better than Gran Via, the main shopping street in Madrid that is lined up and down with hotels. There's a Zara store directly underneath the hotel, and big names up and down the street (including an "official" Real Madrid Store for any footy fans). This hotel is specifically close to the Plaza Callao Metro stop. Its also an easy walk to main of the main attractions, including the Royal Palace, Retiro Park, Plaza Mayor, Plaza Espana , Peurta Del Sol, the Prado Museum, the Royal Botanical Gardens, Mercado San Miguel, etc. All within a relatively easy 20 minute walk (Retiro Park is a little further, but still walkable). Not to mention tons of shops, restaurants, cafes and other experiences. The only time we used the Metro was to go to the Bernabeu to watch Real Madrid (too far to walk). The hotel's prime location made everything else we did walkable.||Much of the check-in is done by yourself. You self load your room keys and check-in is usually completed online before you even get there. Hotel is unusual in that the Guest services/reception is on the 7th floor (rooms are floors 1-6). The "lobby" is mainly a security guard. Also, a valid room key is needed to access any of the guest floors" in the elevator or stairs though you don't need one to get to main reception or the rooftop.||Room:|We stayed in a Townhouse Room with a Gran Via view. Its essentially a 2 Br - the main room had a king bed and the "2nd" room had a double pull out bed which our son used (and found VERY comfortable) - the King was also extremely comfortable. The bathroom was situated in between - toilet was separate from the shower and sink with its own door, and each bedroom had its own door to separate from the bathroom area - both bedrooms had their own TVs, with lots of channels. The room included a large closet, safe, lots of plugs (though you need an adaptor if coming from North America) - all the usuals you would expect from a 4 star hotel. But I believe this was one of the larger room types so not entirely indicative of what most of the rooms are necessarily like.||Our view was of the Gran Via - despite soundproofed windows, I can't say that the room was silent for sleeping. The reality is that Gran Via is a MAJOR boulevard in Madrid so there is constantly activity going on there - its unrealistic to think you can have a room facing that road and it be perfectly silent, though the soundproofing in the windows was very good. I'd recommend a good white noise app for your phone when sleeping which should also help. Any minor concerns with noise in my view pale next to just how perfect the location is. ||Staff:|Staff was professional and responsive. Any issues (room key not working, needing to book a taxi) were dealt with quickly and with no issues.||Amenities:|the hotel has a restaurant as well as a rooftop bar. We never ended up using either - it rained a lot so the rooftop was rarely open and with the plethora of restaurants, cafes, etc in the area we didn't really have much need to eat at the hotel. There is also a small gym (we never used it).||We really enjoyed our stay at the hotel and would stay there again if we found ourselves back in Madrid and have no hesitation in...

I stayed 3 nights (Gran Via view room) in this hotel in October, definitely not worth the money!

Let's start from the beginning. This was my first ever Melia hotel. I sent 3 emails to this hotel 2 weeks before my arrival to ask for usable facility questions, as I was not sure about the gym and other facility operations due to covid restriction. No reply at all. When I arrived in the hotel, I asked the receptionist, no explanation. They seemed to have "don't care and no customer service attitude".

When I checked in and checked out, not like the other hotels, no greetings, they never said "welcome", or asked how was the stay. Again, "don't care" attitude. The receptionists were a bunch of young kids, they look like no experience. I am quite surprised a new hotel don't have any experienced staff to lead the team.

Furthermore, if you expect some usual amenities in your room, please lower your expectation. First of all, it seems they don't have CCTV throughout the hotel! This new hotel is in such central busy location, I was surprised by the factor that they didn't install CCTV! Moreover, they didn't have toilet brush, no tissue, no tea bags/instant coffee, no kettle and mug. If you request a kettle from them, they would ask you to pay more to stay in the more expensive "suite" room. Ridiculous!

The WIFI was bad, as their instruction and TV guidance all guide you to connect with the main WIFI route, however, that couldn't work. I struggled a lot. Then I called the reception to ask for help, no one answered the call. I had to go back to the reception floor to ask for solution, they just told me actually I should connect to another WIFI with password, but no one ever informed me beforehand.

One night I back to hotel after 00:10 at midnight, the downstairs entrance door was locked, and the security staff was disappeared. There was no doorbell at all. Soon 4 other guests also got back, we felt helpless. We kept calling the upstairs reception, no one ever answered the call. We waited about 15 minutes, finally someone from upstairs reception came down to open the ground floor entrance door, and no "sorry", no apology.

Finally, it was the very confusing rooftop bar opening hours. In reality, it is totally different on their website / room TV guidance / hotel staff guidance.

I have to say, although this is a new hotel, but it is definitely not luxury, very basic room is decor. For the amount of money, they charged per night in off season in October, not worth it! You can find lots other better value and better service hotels in central Madrid. Plus, the poor customer service, not welcoming, a bit like shallow “online influencer” arrogant attitude, I was very...

Subject: Urgent Complaint Regarding Unacceptable Stay Conditions – Immediate Action Required Dear Melia Madrid Management, I am writing to formally express my outrage and extreme disappointment regarding the appalling conditions I experienced during my recent stay at your hotel. To begin with, I was absolutely horrified to discover blood stains on the bed linens upon checking into my room. This is not only deeply unhygienic but also completely unacceptable for any hotel, let alone one that claims to offer a high standard of hospitality. Such negligence raises serious concerns about your housekeeping standards and the overall safety of your facilities. To make matters worse, I was abruptly awakened at 8:00 AM by loud drilling and construction noise, due to scaffolding work during the stay taking place just outside the building. Nowhere during the booking process was I informed that such disruptive construction would be occurring. If I had been made aware, I would have chosen alternative accommodation. I was looking forward to rest and relaxation—not to be jolted awake by industrial noise. This experience was not only distressing but completely at odds with the standard of comfort and professionalism I expected from your brand. I demand a full explanation of how such a lapse in cleanliness occurred, why guests were not informed of the construction, and what immediate steps you are taking to address this. Furthermore, I am requesting a full refund for this disgraceful stay. Anything less would be an insult to your guests and your own brand reputation plus I will post this review online also if nothing is done. I expect a prompt and serious response to this complaint. Please consider this a formal notice that I will not hesitate to escalate this matter publicly and through relevant consumer protection bodies if it is not resolved...