Gran Melia Fenix  

Overall a pleasant hotel with plenty of friendly staff and support. Rooms are good but small and expensive.

1) Attempt at selling a better room / confusion of a free upgrade. Almost immediately after the booking they contacted me by email to say they had given me a complimentary room upgrade and the second option of a further upgrade. It appears complimentary room upgrade was not the case - our room was good but small and standard, there was no complimentary upgrade. Being pushed to pay an extra 60 euros a night more for another upgrade with a view was not good customer service. Due to a late flight we arrived at 1am and the night concierge did not have the diplomacy and courtesy to deal with the situation in a satisfactory manner. We left with a bad taste in our mouths after already spending a lot of money for the rooms anyway. The lack of flexibility from the night staff was not pleasant. 2) Poor internet facilities. No internet available in the room. Also, wifi in the lobby area was broken. They're saving grace was internet available in the business room but this was not convenient. No satisfactory internet in a 5 star hotel in 2011 - incredible. After paying so much money for this hotel I would have expected more in this area.

The hotel is beautiful. We love the room we stayed in - premium. Service was great. Good breakfast buffet and so convenient. In general, servers in the buffet room are good. There was one who was not as friendly.

I think everything we expected was at par. Nothing we don't really like. Front desks were very helpful and courteous.

The staff at 'Gran Melia Fenix' were so friendly & helpful. It was really refreshing to be served by such a nice group of people. It was my boyfriends Birthday while we were there & the hotel were so kind to leave chocolate cake, fruit & champagne for both of us which was such a nice touch! So a big thank you!

A very small thing I would suggest would be to offer a wider selection of DVD's. I definitely think it would be good for the hotel if you changed the sign on the top of the hotel building. I think the sign really de-values the look of this lovely hotel & probably puts people of even thinking of staying there- it makes it look like a cheaper hotel than it actually is. Overall a lovely experience but I have to say that the staff make this hotel!

The staff was always very helpful. Beautiful and clean accomodations and common areas. Great location. I'm returning to this hotel next week for a six night stay.

Everything impressive and will visit again and again I with my wife next time.

Lovely old hotel in a great location.

Their health club was closed. The alternative they offered was a club 20 minutes away...a 5-star hotel should alert travelers when an important amenity like this is closed or offer a better compensation.

Excellent service at the red level. Very helpful and attentive staff

The room temperature was too high even with the heating off.

The location is excellent.

The masage was not up to the level.

A very nice hotell with excellent service and friendly staff. We really enjoyed the red level lounge.

The room was very nice, but we had expected that the red level rooms had a open view over the city, but that was not the case. A little bit disapointing.

Superb location for everything. Staff very attentive and helpful and always with a smile on thier face. Would return without hesitation.

Wonderful hotel and great staff. They delivered exactly what was promised. Breakfast buffet was outstanding. Great location to the easy to use Madrid Metro system. Not in the very touristy area, but you can be anywhere in 15-20 min by Metro. We were very happy with our choice to stay here.

It was a very pleasant hotel in a very good location. the staff were very friendly, polite and helpful.

The rooms are beautifully decorated, however, as it is an old building the windows are very small so the rooms are very dark. The spa was closed, I would like to have been informed when booking !