GWOLBURG
Family · November 20256/10
I have used this hotel, either during my arrival, my departure, and during my visits to Madrid. This has been over several years, and during this time I have seen the level of service decline. Chalk i...I have used this hotel, either during my arrival, my departure, and during my visits to Madrid. This has been over several years, and during this time I have seen the level of service decline. Chalk it up to either corporate greed or profit squeezing, which in the end it amounts to the same thing. Hilton prides itself on recognizing the loyal customer through the Hilton Honors program, but that seems to no longer be the case. In the past, I was offered a complementary upgrade, but not this time. I received a room on the first floor, no longer the HH level. The beds were not even queen (which seems standard in rooms with 2 beds) or even 120cm. The beds were 100cm and not an inch more. I did ask for a room with one bed, as we’re a couple. The receptionist appeared to not even having heard my request. It was more like a ‘take it or leave it’. Speaking of the HH, we were not recognized as being a member, which again is a standard practice at other Hilton properties. No upgrade, no recognition. We were carrying 5 pieces of luggage, plus diaper bag and a backpack each. No bellboy. An employee said I could use their luggage cart, and I hauled all up to the room and down the next morning. The employee mentioned that we could store the stroller, the smallest and lightest item, at the main desk. Wow, I couldn’t contain my excitement at this generous offer. Needless to say, I declined The room was hot, I’m sure well over 25C. We had to open the balcony door and turn off the heating just to get the temperature down to something comfortable. No bar soap or any other bathroom amenity, such as bath slippers or robe. Liquid soap, which I extremely dislike. We were offered breakfast at a ridiculously high cost, but we did not accept, knowing that the buffet offered is not in line with the cost. All in all, this Hilton property is more along the line of a slightly better 3 star hotel. The one amenity that makes this appealing is the airport shuttle. But at a cost of more than 270€, my advice, book a cheaper hotel in the vicinity of the airport and take an Über. It will be much cheaper and you’ll get the same quality of room and service, or maybe better. I’m done with this hotel, it’s not worth what they charge for a room.Show More
