NYX Madrid — Hotel in Madrid

We stayed in room 229 during a recent work trip, and while the hotel itself was perfect — clean, comfortable, and well-located — our experience was completely ruined at check-out due to the incredibly rude and unprofessional behavior of the front desk staff.||At check-in, we informed the receptionist (Jennifer) that we needed separate invoices for three people because we were on a business trip and had each made separate payments. She told us this could only be done during check-out, which seemed fine at the time.||However, when we returned to check out, the same receptionist (Jennifer) suddenly became irritable and extremely rude when we reminded her of our invoice request. She acted as if we were asking for something outrageous. Instead of helping, she made the process unnecessarily difficult. When her colleague (possibly her supervisor) stepped in, we expected better — but shockingly, this person was even more rude and dismissive.||As someone with experience in hospitality myself, I calmly explained how easy it would be to handle this request through the PMS system — something that should be basic front desk knowledge. But instead of resolving the issue, both women doubled down on their attitude, turning what should have been a simple check-out into a stressful and unpleasant experience.||It’s a real shame, because up until that point, everything had been great. Special shout-out to the bartender at the rooftop terrace on 15.06 around 16:00–17:00 — he was friendly, professional, and gave us some excellent recommendations. One of the few staff members who actually made us feel welcomed. Thank you for that!||To management: Please train your front desk staff on both professionalism and basic hospitality standards. People like Jennifer and her colleague are the reason guests won’t return — no matter how good the hotel...

Terrible stay at this hotel, if you are looking at resting and actually sleeping then do not stay here. The manager seemed more interested in keeping their partying services ongoing than providing good rest for the customers, we stayed for one single night and reserved a room for two adults and an infant ( they offered us a crib which means that this is a hotel that welcomes families) they put us in a room on the second floor and to our surprise they had a party set up in the lobby until 12 am which made it imposible to sleep through as the music was extremely loud and after midnight we could still hear all the people that were drinking and partying. The hotel is free to arrange the parties they desire but they should inform their clients about this and even more so make sure to save the rooms with children on the floors that are the furthest from all the planned noise. I do not run a hotel but it is basic common sense to do so. The worst thing about this is that the Manager a woman who was extremely rude and unprofessional didn’t seem to care about our discomfort even though my husband had to go all the way downstairs to complaint about the noise, he found the receptionists with extremely unprofessional attires and who did not offer a realistic solution( they suggested to change us to a different room at almost 11 PM with an infant who was finally asleep after hours of soothing) wouldn’t have been better if they gave us an appropriate room from the very beginning?? Besides this, the hotel had a ver unprofessional feel to it overall it is a disgrace to say that this belongs to the Leonardo Hotels branch and that it has 4 stars…it is more like a run down hotel ready to welcome bachelorette or stag parties…terrible! Also the bathrooms have no ventilation which can make the room very stuffy…very...

Overall fancy hotel, equipment is new and working well in the room, modern style and nice but I must admit I am not impressed with the size of the rooms (we were in 25sq.m) and front office manager was very helpful. We arrived late for which we informed the hotel in advance by fulfilling an advanced check-in form(with digital signature). When we arrived late around 22:20 there was a group of airplane staff members who were also checking in and although the front office manager at that time informed us he is unable to check in us (to proceed faster) once he saw the group he started immediately assisting them. After I spoke with the group in German (their language) we were able to be quickly and efficiently checked in by a polite hotel staff member. Room was really nice (you can see the pics), bathroom and rain shower of course enjoyable , but room size is not sufficient if you are with two big suitcases for example. We visited in October and the pool was not working (only in summer) however I would not find the price of 155€/night (booking reservation) reasonable. We did not pay additionally for breakfast. The bar downstairs seemed nice, atmosphere - very cosy. The biggest turn down I would say is the location - it is approx. 10-20 min from any nearby metro station (Santiago Bernabéu is a bit closer than the Nuevo Ministerios). Room was clean and tidy, nice caffe machine and a complimentary...