Five Guys Burgers and Fries Castellana Azca — Restaurant in Madrid

I've been to Five Guys across Europe and the US and I must say this was the worst experience I have ever had at this fastfood chain. When we ordered our meal I told the cashier I wanted water. He asked me if I wanted a bottle of water or a cup of water, which was free. I would normally get the bottle of water since I know in Spain they don't like giving tap water free and to save an argument but since this is an American restaurant chain I thought maybe things were different. Plus, Spain passed a law requiring businesses to give tap water free. Well when we checked our receipt we saw the cashier had charged us €3.50 for two soft drinks, when we had asked for one water and one soft drink. My husband went to ask him about it and he told him Five Guys policy is to charge €3.50 for a cup, it doesn't matter what you put in it. They went back and forth and nothing was resolved. I had to go talk to the manager and she still didn't resolve the situation correctly. Instead she asked me for the cup of water back and refunded our money without letting us have a cup of water free, as required by law. If I had thought better of it I would've asked for an hoja de reclamación because their conduct is illegal according to Spanish law. You'd think the cost of the cup was coming out of their paychecks. Unfortunately, customer service often leaves a lot to be desired in Spain and this is just one more example. The food was standard Five Guys but the way they treated us ruined...

A Disappointing Experience After a Great First Impression

Unfortunately, my second visit to this restaurant, located on Paseo de la Castellana in Madrid, Spain, was a big disappointment. I decided to bring my wife and four friends after being thoroughly impressed on my first visit, but this time, things went terribly wrong.

To begin with, I asked for peanuts to share while we waited for our order, but we were told that "the truck hadn't arrived." However, there were several sacks of peanuts visibly stored in the dining area, making us feel lied to.

The cleanliness of the restaurant was also unacceptable. It was visibly dirty, a stark contrast to my first visit, even though the number of diners was similar.

The most unpleasant moment came when one of my friends used the cards and crayons available to write a card with our names and hung it on the board. Moments later, an employee removed the card and tore it up in front of us without any explanation. This act was completely unnecessary and disrespectful.

As for the food, the burgers were delicious, but the fries were served cold, which is disappointing for a place I had highly recommended.

It’s a shame that a restaurant I was so excited to return to and recommend ended up being...

I don't understand the hype about five guys. Most average burger of my life for a very excessive price. It's €10 just for a burger without fries or a drink. I'll admit it's a fairly big burger, the fries come in big portions (though my fries were mainly small over-fried oily crunchy bits) and the drinks are refillable but it's still just a fast food chain. The quality is a bit better than McDonald's but the burger didn't really taste like meat. You can get a much better burger that actually tastes like meat in an actual burger restaurant like new York burger, freaks or burmet for around the same price or...