Meliá Madrid Serrano — Hotel in Madrid

Adding to my initial review as seems that the response to my review only further demonstrates their failure to acknowledge their wrong doing and blame customers. 1- at no point did I request early check in!!! 2- I have no issue with someone checking eligibility to enter a secured part of the hotel!!! What I did not appreciate was the comment made to me by the team member!

Will be taking this further. Thank you

Worst experience I’ve ever had at a hotel.

Arrived slightly earlier than check in and went to “The Level”, for a supposed more luxurious experience. Everything started well, left my bags there when I checked in and they said they’ll call me when my room is my ready. Was called an hour later and accessed my room only to see it was not the room type I had booked but the lower value room. I went back up to the level to show my dissatisfaction and was first told that “it was the room type I paid for”. I showed pictures and their own websites description of what the room type I paid for stated and the description the lesser value room showed. I was met with an attitude from the so called manager of the level who kept telling me that I was wrong.

Then all of a sudden the statement later changed saying “you asked for a room earlier so we gave you this one as it was available now”. At no point did I request a room earlier. All I said was that if the room was available earlier to just let me know and that would be great. I was in no rush and at no point asked for a room quickly. At that point between the two members of staff, I was made to feel like I was some argumentative and complicated person when all I wanted was what I paid for.

I was then offered another room and then told “wait this one is not available now” and then got offered another one…. One that matched the specifications of the room I paid for. I stated then and state again, I appreciate that every room is different within a category, but it should at least meet a minimum requirement of what is stated on the advert. I had asked to speak to the manager of the hotel more than once and was told, “they’re not available”. Completely ruined my whole mood for the rest of the stay.

The first day of my stay, when I would return to the level, I just felt hostility from the front desk. I would walk past and get either silence or some awkward hello. In the evening when someone different was at the desk, they asked me my name and room number to confirm I had access. Once I said my name they responded “oh yes I heard about you”. Who even says something like that? Heard what? After that I no longer attended the level for my next days of breakfast and just went to the main dining area on the ground floor. I was provided a sorry note from “management” and some complimentary pouch as an apology. For what? When the whole time I was made to sound like I was the one who was difficult and wrong? Why all of a sudden am I being apologised to.

The stay at this hotel completely ruined my whole mood. Imagine staying somewhere where you feel hostility despite paying a significant of money.

Definitely will never...

Do not stay in this hotel. Just find something else. You are not welcomed here. I do not understand how it could get over 4 stars raiting in Google. I will give you just three reasons: Hola! You do not speak Spanish? Find yourself another place, amigo.

Bienvenido! Overpriced place. For this money the room is really tiny. Inside my room there was a locked door that led to the room next to mine. The door was locked all right, however, it affected soundproofness, and I heard my neibors watching tv, talking over phone, and fircely arguing a lot in the evenings. The airconditioner was noisy, unefficient, and had streaks of black soot all over and around its grill. Do not touch curtains either, they are filled with dust that will make you sneeze. Tiny little fridge that chocked packed with the stuff you do not need. No tea making facility in the room, you cannot have a hot cup of anything on your own. When I asked for a kettle, I was quite roughly told that I had to use either room service or their bar. No wine glassess or corckscrew in the room either. Still think of staying here? Read next.

Buen provecho! However, the most disguisting place in the hotel is their bar "Blue". Yes, you will get blue after visiting it. Absolutely unfreindly waiters. I mean it. They do not know anything about smiling, welcoming, politeness, and less of all know how to apologize. For a test I ordered a cup of tea. The waiter looked at me as if I asked for a favour, not less. When he put a cup onto my table, the cup plate was dirty with some pinkish stuff. I asked to change for a clean one. He returned one that was clean, but wet. Do you think he apologized, or was sorry? Yeah, right! He behaived as if I was guilty for troubling him with that plate. Then he presented a tea-pot, and quickly walked away. The tea pot had spots of the same pinkish stuff on its top. I did not dare to touch that tea, and asked for the manager. The manager was the only person who said he was sorry, after that I just left the place. And yes, indeed, it made me feel blue.

Surprisingly the only friendly personnel were the maids, who smiled and welcomed me in the corridor, and an electritian whom I met one day on my way...

I have become a big fan of the Melia hotel chain in Spain especially in Madrid over the last 3-4 years and once again I was not disappointed with an excellent 3 day stay in one of the Melia level rooms. From checking in to my room with lovely chocolates, personal memo, cleaning of my room, turn down service, complimentary water and of course the ever friendly and smiling housekeeping team. Beds, pillows all very comfy and bathroom clean with nice walk in shower. Metro station about 5mins walk and in just a few stops your in Gran Via or Sol but if taxis are your choice they were always available at the hotel. Pool is small but if relaxing and just chilling out is your thing you might find it hard to get better and bigger loungers, comfortable chairs with tables and very good roof top views of Madrid with a good sized section of the roof top reserved for level guests The level was fantastic with some nice snacks that could be accompanied with some tasty light treats, nice coffee, sodas and water. Was also very relaxing later on in the afternoon and evening where I could enjoy sipping on a glass of wine or bottle of beer after a day out and about. The breakfast in the level while limited was nice but I did venture down to the lobby on the second day where there was ample choice from hot to cold, freshly made eggs and all choices were very tempting. Checking out was again very easy and was always met with a smile from all the team at the level. I have stayed at the Melia Castilla on a number of occasions ( must write a review) and we have always enjoyed our stays and while each hotel has some different positives but I am glad I chose the Melia Serrano on this occasion because I now have two wonderful Melia hotels in Madrid to choose from. I am returning in late August with other family members for a 4 day stay to include taking in a football match at the Bernabeu and while the Melia Castilla is closer this hotel also has easy access to the stadium via the metro or walking if that's your preference. I am looking forward to my return and hopefully seeing familiar faces.|Please pass on my sincere thanks to all your staff for such a pleasant stay.|Kind...