2/10 Väldigt dåligt
Clara
27 okt. 2025
Gillade inte: Renlighet, personal och service, boendets skick och faciliteter och rummets bekvämlighet
I stayed at Pestana CR7 Gran Vía Madrid in June together with my girlfriend and expected a high standard given the price, but the experience was deeply disappointing.
During our stay, my girlfriend's pyjamas were taken by housekeeping and sent to the hotel laundry without my consent. We noticed this before checking out and reported it immediately. The hotel later confirmed they had found them but refused to send them back unless I paid €56 for shipping. This is outrageous – the item went missing while I was still a guest, entirely due to their mistake. For a supposedly premium hotel, this level of customer service is simply unacceptable.
To make matters worse, there was vomit on the floor in front of the elevators one evening, and it was left uncleaned for a long time. It was impossible to reach our room without stepping around it – a truly disgusting sight in a so-called four-star hotel.
In summary, an expensive hotel that clearly does not care about its guests. Poor communication, no accountability, and a complete lack of professionalism. We chose this hotel for comfort and quality, but it ended up being the most frustrating and unpleasant stay of our entire trip.
Avoid this hotel – you pay for luxury but get terrible service and zero responsibility.
Clara
Bodde här 3 nätter i juni 2025
