Novotel Madrid City Las Ventas

It was the staff who made our stay stand out. Everyone was attentive and friendly, and Pablo and Erika even gave us a euro so we could weigh our luggage before leaving. Such a small, thoughtful gesture meant a lot. Thank you for the hospitality. The hotel facilities were good, especially the gym, and both breakfast and the restaurant offered quality food with plenty of choice. Our room was comfortable and well equipped, but it was quite dusty. We coughed and had some breathing discomfort at night, which made it hard to sleep. We still had a positive stay overall.

Every member of staff was smiling and keen to help, and we felt at home during our couple of days here. Alex was especially kind when I couldn't download our tickets for that night's game. He helped me call customer service and patiently comforted me while I waited about 45 minutes. Thanks to him, we had a great night at the game. We'll come back next time we're in Madrid.

The manager's confrontational, rude attitude made us feel uncomfortable and unwelcome. They complained about our children playing in a normal, respectful way, which was especially disappointing at a hotel that seems to welcome families. The lack of patience and understanding toward the children shocked us. We were also reprimanded for eating food we'd brought from outside, even though staff had previously allowed it without any issue. Being told off afterward felt uncomfortable and inconsistent. The poor service and unprofessional behavior from the manager overshadowed our stay. It left us unlikely to return or recommend the hotel unless management and customer service seriously improve.

The hotel is close to shops, restaurants, and a metro station, and drivers can get onto a main road easily. The airport is nearby too, about a 15-20 minute taxi ride. Our room was spacious and clean, breakfast was very good, and the staff were friendly and helpful.