Canopy By Hilton Madrid Castellana

“Great, but a few tweaks required to become perfect.”

The hotel itself is great, the facilities are amazing, staff is friendly and the rooms are fabulous, however the check-in experience is awful and hence why I cannot give it 5*. What is the point in offering digital check-in if we are forced to visit the check-in counter and stand in queues, as … lisää

The hotel itself is great, the facilities are amazing, staff is friendly and the rooms are fabulous, however the check-in experience is awful and hence why I cannot give it 5*. What is the point in offering digital check-in if we are forced to visit the check-in counter and stand in queues, as a gold member, there is a dedicated queue and it still took 30 minutes to get checked in, the process needs to definitely be improved.

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“Almost perfect...but”

Arrived and checked in to the hotel with lno problem. Room next to lift. Started to see that the lift never stopped at the floor I was on. UP or DOWN. One lift was out of order for the whole week I was there with no explanation. Met a lady who stayed at the hotel frequently and she confirmed lift … lisää

Arrived and checked in to the hotel with lno problem. Room next to lift. Started to see that the lift never stopped at the floor I was on. UP or DOWN. One lift was out of order for the whole week I was there with no explanation. Met a lady who stayed at the hotel frequently and she confirmed lift was an issue for a long time. Placed laundry to be cleaned and then received a letter asking me to go to reception as I owed money for the laundry. When I went to reception I was told I didnt have any card guaranteeing extras. I explained that my card was taken at check-in, but this wasn't acknowledged . I would stay at this hotel again as I like the area and had used it under its previous owners, Holiday Inn Express. Oh, and swimming pool is good and opens early in the day. I will be back shortly.

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“Good Room and Breakfast, but Very Unfriendly Service and Terrible Elevators”

We were three colleagues arriving from the same company, and when we approached the reception to check in together, the staff were quite rude. They insisted that each of us had to go to a different desk and complete the check-in separately. When we politely asked if it would be possible for us to s… lisää

We were three colleagues arriving from the same company, and when we approached the reception to check in together, the staff were quite rude. They insisted that each of us had to go to a different desk and complete the check-in separately. When we politely asked if it would be possible for us to stay on the same floor, they immediately said that it was not something they could check or arrange. The whole interaction felt very cold and unfriendly. The reception staff seemed robotic and uninterested, almost as if they were exhausted at the end of the day. There was no warmth or hospitality at all. Another major issue was the elevators. This is a tall hotel with many floors and rooms, but the elevators were extremely inefficient, especially in the morning. We would press the button to go down for breakfast or to the reception, and we could literally see the elevators passing our floor without stopping. We waited more than 15 minutes and eventually only managed to get into one by pressing the button to go up instead. We had to go up first and only then were we able to go down. Using the stairs was not really a practical alternative either. For example, from the first floor to the reception area, there are several flights of stairs, and near the end there is often a locked door, making access even more frustrating. On the positive side, the breakfast was good and the room was comfortable. However, small details such as slippers or a bathroom mat would have made the stay more comfortable overall.

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