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I stayed one night at the hotel H10. I had read great reviews, in addition to the advert in Iberia magazine: ¿¿¿Pensando en ti¿¿¿.I arrived at the hotel at one o'clock at night, very tired after a long flight.The superior room was large and beautiful and I was very happy with my choice, but when I pulled the sheets back I got a nasty surprise: they had already been used.There were 2 dark stains in the area of the torso, a long hair further down and brownish filth at the feet.I immediately called the front desk and, since it was 1 a.m., they brought me clean sheets so I had to make the bed by myself. They forgot to bring the pillow cases, so I had to use one of the two pillows from my sister¿¿¿s bed (who was also a guest), also with dark spots.Of course I did not sleep because of anger and disgust.The next day we asked to talk to the hotel manager.He immediately arrived but he shut himself up in the office behind the reception and made us wait all the time (a lot) that the receptionists needed to handle all the people in the lobby, obviously coming after us.When even the last person was gone, he finally came to speak with us.When I complained, I was mocked by saying that I could not expect that in the night someone would have made my bed, but I argued that even I couldn¿¿¿t expect to find a bed already dirty in a 4-star hotel (the lack of hygiene it¿¿¿s unacceptable even in a hostel).He told me that he wanted to go to our room to check the sheets himself, but we insisted to go with him and found out that two cleaning ladies were already there: they had moved and shaken the sheets, and affirmed that they were clean. I looked for the stains and I found them although faded. Obviously, the rest of the dirt had been removed. Fortunately the cleaners were not aware of the dirty pillowcase and when we showed it to the manager he remained literally speechless.Eventually, after a lot of discussion, we got a 40% discount off the room rate, but I am not satisfied with his behavior that was self-important and rude, and above all the manager never, I repeat NEVER, apologized for what happened. He always downplayed the importance of everything and he just repeated several times that there had been a laundry mistake, but because of the dirt I found, it¿¿¿s obvious that the bed had already been used by another guest before me.I was surprised by the complete lack of customer focus and I emphasize his lack of courtesy and professionalism.Even if inconveniences can happen in the hotel working processes, the manager should check objectively the events and responsibilities, not revealing a complicit attitude with the cleaning ladies without listening to the customers. He really seemed to be in league with them and wanted to defend their actions at all costs.I specify that the whole discussion took place in Spanish, so there was no possibility of misunderstandings. Besides he showed impolite behavior, because after he went away to ask for permission by telephone to give us the rate discount, he no longer came back, but we were told by the front desk girls, who apologized for him.I think his behavior is unacceptable, as well as it is unacceptable in a 4-star hotel to find the bed already dirty and having to make it myself, without the possibility to change room.I think that the rate discount is important ( in this case it was right and proper); but I also think it is much more important to have staff who are attentive to the respect and attention to customer needs.

Booked this hotel four weeks in advance for my girlfriend birthday. Arrived there at 12 noon on 27/04/13 to check in,front desk took my details and told me to wait, after waiting five mins, only to be told they are fully booked. I showed front desk my confirmation that i booked four weeks ago and apologise after paying ¿¿130 for one night.I was transfered to another hotel seven mins walk away in a side street off gran via, which was not of the same standard and in a residential area. Avoid this hotel, they will let you down just as they did to me. STAY AWAY!!

Great location on Gran Via - an easy walk to many of the sights I was hoping to see - and a very short walk to one of the Madrid City Tour bus stops, and you can buy your ticket at the front desk! The bed was comfortable and the bathroom spacious. I was on the back side of the building - VERY quiet.The hotel is near the Puerta del Sol area and the Chueca neighborhood. LOTS of food choices around. Excellent breakfast in the hotel.The only problem was immediately solved by the staff - the printer in the business center (really just a couple of computers at the back of the lobby) wasn't working. They asked me to email the document to them and printed it immediately.

This is a beautiful hotel right in Madrid. I was worried that it might be noisy as I had asked for a room at the front of hotel, but with door shut it was so quiet. The room was not huge but you could not fault the quality or cleanliness. The staff were all friendly, especially the front lounge staff, always little extra's with our coffee and drinks. The breakfast were great, plenty to eat and catered for most likes.I would not hesitate to stay their again and highly recommend.Great location, close to attractions and transport and lots of cheap good eateries.

I do not usually write a review after a city break, however, this hotel was outstanding. The Villa de la Reina was an ideal hotel for our stay in Madrid. The staff were attentive and very helpful. The breakfast was of good quality and catered for all needs. With regards to location, the hotel could not have been better placed - we were able to walk to all the major attractions and plazas. Our only regret was we booked a basic room, which proved to be adequate, but was quite small and did not have an view. If we planned another trip to Madrid, we would definitely go back to the Villa de la Reina.