Rated 4.2 out of 5 by 182
Rated 4.0 out of 5.0 iNSONORIZACIÓN PERFECTA. DESCANSO ASEGURADO
Hotel que cumple las expectativas con creces, excepto en el desayuno y los artículos de aseo (falta afeitadora y cepillo de dientes). Sobra lo de la aromaterapia.
January 25, 2015
Rated 4.0 out of 5.0 by kncal Great airport hotel
Stayed here for 1 night in between flights. Made use of the airport shuttle. The hotel is clean and comfortable. Our room was comparatively spacious. The internet was excellent. Only negative was dinner, which we found to be expensive, limited options and appeared to be reheated frozen meals.
January 23, 2015
Rated 1.0 out of 5.0 by Kasas A disgrace to Crowne Plaza's name
Crowne Plaza Madrid Airport
When I and my wife checked in, in the evening of the 15/01, the person at the counter called Maria was extremely cold, rude and unwelcoming. We had just travelled about 1000 km to attend a trade show and did not feel welcomed at all. Very strange.
When in the room we called several numbers until we finally got an answer from front desk: asked for a soft pillow, waited about 20 minutes and some man brought a soft pillow to the room but without the cover. We had to replace the cover in the room.
In the bathroom one of the towels had a nasty thing, stain or whatever.
Then we wanted to make some coffee and there were only 2 coffee creamers and knowing that we would need some for the morning coffee, we called the front desk to ask for some extra creamers. The rude Maria at the end of the line told my wife that she did not have any as the housekeeping was closed for the day. I then got out of the room went to reception and asked her to please explain why this situation. No I must get it from the restaurant, and pay for it. Finally got the milk from the restaurant and were told by the server that this time they would not charge, but normally i should have to pay.
Our stay by now was pretty much ruined and we felt really uncomfortable,
The next morning we tried to see the manager that keep us waiting and did not see us at all, so we left. There was this women walking around dressed differently from the other reception staff, wearing a very inappropriate mini skirt, but we not sure that she was the manager.
We went out for the day and bought a 3 pack of milk to have in the room for out coffee as the 2 small creamers a day formula continued.
On the third day we asked to book the shuttle bus as we had done the previous year to go to the Intergift show and were told by the unfriendly Maria that we did not qualify for the shuttle because we had a different rate. We told her we did not know this as we had booked through ihg.com like we always do and there was no trade show package available. We were told that we should have contacted the hotel directly and ask for the trade show rate. I could we guess that? We then offered to pay extra, if need be to get the shuttle service and Maria said this was not allowed as it was illegal and has we don't do illegal we asked what we could do to go to the show and she replied, get a taxi. Not only was she extremely aggressive and rude but always unwilling to help or find a solution. She seemed to enjoy the power of saying no to the customer.
We asked to see the manager and again the manager was not available. We left and drove our own car to the show every day.
On check out we were helped by a very unfriendly young man, that did not give us a printed copy of the bill but just told us the total. We paid went to the room and realised the bill was incorrect and had been overcharged by €40.00 for some hamburgers that we never had. We had to go back to reception and wait about 20 minutes for the mess to be sorted while they looked for the paper slips. During all this time the young man never looked at me or smiled or apologised.
Finally he sorted it out refunded the money and then softly said sorry.
Why did we never move out of the hotel from the first or second night? Because the other hotels were pretty full being the Madrid Intergift Show and because we had prepaid our full stay, so we were stuck.
The most amazing thing is the fact that the manager during this long 5 day stay never attempted to contact us, after we left several messages.
In conclusion, we travel around the world all the time and service levels vary from place to place, but this is the very worst experience we've had in any Crown Plaza by far. This people have absolutely no idea about customer service and attitude. Bad, Bad, Bad.
This Hotel will not do very well and will probably be closing down soon; now you know why.
January 20, 2015