Canopy by Hilton Madrid Castellana

Frühstücksbuffet sehr reichhalti

Kleiderschrank im Zimmrz

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.

Large building, rooms are super soundproof, absolute silence even though there was a massive party on the ground floor

Some minor things that get probably missed in a large hotel: ventilation not working properly, no shampoo (2x conditioner instead of 1x conditioner 1x shampoo), but surely if I would have asked they would have sorted it out instantly so no big deal

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.

2 star. Really a disappointment. This hotel and their customer experience is no where close to the standard i am used at hilton in Rome milan london and lisbon. Same brand but very different experience here. Despite i requested 4 weeks in advance a better room and willing to pay for the difference, i got several (late ) answers but nothing definitely until one hour after it was no longer possible to cancel it. On top i have been given one of the worse of the standard rooms available. Just unprofessional and unfriendly. Not a performance canopy hilton madrid. Last time i am here obviously. As it was not enough today they also forgot to clean the room.

Bed was erg comfortabel

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