Novotel Madrid Center — Hotel in Madrid

Dear Accor group sir, I am writing to express my strong dissatisfaction with your hotel which I unfortunately chose to spend my holidays with. To begin with, I stayed in “Novotel Madrid Center” for two nights from Friday 6 December 2024 until Sunday 8 December 2024. In the 8th morning I checked out and left the luggages with because I had to travel to another country which is Portugal to fly back to my home country. When I was sitting down at the lobby to charge the mobile batteries at your hotel around 7.30-8pm. There were one family shared my seat made me turn my face back in another position. After that 1 min when I turned back to see my Mobile phones, they are gone! My 2 iPhones have been stolen. I have raised this out to the Front manager. He replied me rudely that he has to deal with many things, what he supposed to do, this is my belonging-supposed to be my responsibility. I asked him to help me to watch the security camera. He did not care. And it spent 2.30 hours!!! To tell me that now the camera staff saw the white hat guys took it and ask me to go out alone to report to the police by asking me to go out to call the taxi by myself. When I went out and wait for a while, it was really dark and no taxi so I decided to get back into the hotel to be better secured my life. One front desk even asked me so rude that checking my room number, there has never been anyone stayed there. Are you kidding me!?! I am your guests even the rate room is very high because of holidays, I still chose your hotel because I trusted the security! Otherwise I better stay in the hostel which is safer! It is more than obvious that my holiday was spoilt due to your low quality services and guest security negligence. I feel so scared and helpless. I thought that I should tell everyone globally about my story that not to choose ACCOR group hotel EVER, seriously. In this trip I stayed at Marriott and Holiday Inn, I am very impressive about their service, quality and helpfulness. I hope that you can do something for this matter that you will live up to the standards of your reputation. My friends lost the phones in Hilton hotel, Thailand. Manager helped to get back safely, even in China where we lost in translation, can get back. Here you can communicate by Spanish and English which is international languages already, so ashamed cannot do anything. There are valuable data in our phone, don’t think it is just the * things people just leave it or take it.Sincerely...

Dear Accor group sir, I am writing to express my strong dissatisfaction with your hotel which I unfortunately chose to spend my holidays with. To begin with, I stayed in “Novotel Madrid Center” for two nights from Friday 6 December 2024 until Sunday 8 December 2024. In the 8th morning I checked out and left the luggages with because I had to travel to another country which is Portugal to fly back to my home country. When I was sitting down at the lobby to charge the mobile batteries at your hotel around 7.30-8pm. There were one family shared my seat made me turn my face back in another position. After that 1 min when I turned back to see my Mobile phones, they are gone! My 2 iPhones have been stolen. I have raised this out to the Front manager. He replied me rudely that he has to deal with many things, what he supposed to do, this is my belonging-supposed to be my responsibility. I asked him to help me to watch the security camera. He did not care. And it spent 2.30 hours!!! To tell me that now the camera staff saw the white hat guys took it and ask me to go out alone to report to the police by asking me to go out to call the taxi by myself. When I went out and wait for a while, it was really dark and no taxi so I decided to get back into the hotel to be better secured my life. One front desk even asked me so rude that checking my room number, there has never been anyone stayed there. Are you kidding me!?! I am your guests even the rate room is very high because of holidays, I still chose your hotel because I trusted the security! Otherwise I better stay in the hostel which is safer! It is more than obvious that my holiday was spoilt due to your low quality services and guest security negligence. I feel so scared and helpless. I thought that I should tell everyone globally about my story that not to choose ACCOR group hotel EVER, seriously. In this trip I stayed at Marriott and Holiday Inn, I am very impressive about their service, quality and helpfulness. I hope that you can do something for this matter that you will live up to the standards of your reputation. My friends lost the phones in Hilton hotel, Thailand. Manager helped to get back safely, even in China where we lost in translation, can get back. Here you can communicate by Spanish and English which is international languages already, so ashamed cannot do anything. There are valuable data in our phone, don’t think it is just the idiot things people just leave it or take...

We used our points for this stay, but I saw this happening with other people, so, not sure, if this was the reason. We have arrived and were put in an old room. The sofa was broken, we asked for a queen bad and got a double bed. The room was very far from elevator(and I was with a problem in my foot, I said that and I was limping), the TV was small and was in the part of the room that we have the broken sofa. There was no TV at the part of the room where was the bed. The attendant treated us like she was trying to get rid of us. After many complaints they changed our room. The room service was at the time they want. One day the girl invaded the room and asked if we did not want the room service. It was 8 PM. The other day, we asked for early room service, nothing was done, but by 5 PM another girl invaded the room, we had already got towels from an abandoned room service car with towels and toilet paper, and she said that she needed to use the phone to register that she cleaned(?!?!) the room. The only time we were treated as guest was when we asked for some information and there was a guy at the loyalty program. This guy was polite and effective. There was day that I asked for a taxi in the counter, the girl told me that there were no taxis and she could not ask one for us. I explained her that I was asking for a taxi with them, because when I was living the hotel(and had to come back for the taxi), there was a taxi asking for guest from the room(and he gave the number) who was called by front desk. When I told her this, she repeated that there were no taxis, and that I should go to the street and get one there. The vending machine was not receiving cash, only credit/debit cards. In resume, I will not come back to a hotel like this one. It was a bad experience, although the hotel is very well located, it works like a bed and breakfast and has no comfort for the guests. I do not know who is the most important people in this hotel, but I am sure it is...