Location was great - terrible customer service.
My story:
I was looking forward to Madrid the last two days of my vacation. It had been a long day prior to checking in since I had to get up early in Valencia, pack my luggage, get on the train and then the metro. The night before I had leftovers from a great paella dinner. I was really looking forward to relaxing and eating my paella leftovers in the hotel. Since there was no microwave in the room I went to the lobby and asked if they could heat up my food. A supervisor at the front desk told me that they don't heat outside food. I was bummed - I mean, this is a 4 star hotel, right!? - and went back to room. I came back down and went straight to one of the hotel restaurants (more like a café) to borrow utensils. There were two employees behind the counter. The place was pretty much empty except for one customer finishing his food. I asked if they could heat up my food. They were nice and told me to bring it down. Excited, I rushed past the lobby with my paella. They were about to put in one of the microwaves when they get a phone call from the lobby. They were specifically told NOT to heat up MY food. WTF??? Did the supervisor just go out of his way to give me bad customer service? read more