Ratings based on 390 Verified Reviews
4.7 Room cleanliness
4.6 Service & staff
4.4 Room comfort
4.6 Hotel condition
Expedia Verified Reviews
by A verified traveler
Posted 17 Jun 2024
The staff were very friendly and informative. Only downside is the shuttle to the hotel or to the airport does not run all day
by A verified traveler
Posted 17 Jun 2024
The property is advertised with the following text "Located in San Blas-Canillejas neighbourhood, Holiday Inn Express Madrid Airport, an IHG Hotel is connected to a shopping centre". It is NOT connected to a shopping centre and is in the middle of nowhere. The food in the hotel is poor and not worthy of calling a restaurant. We were given a disabled persons room (which in itself was nice and spacious), but the bathroom had a wet room layout and all the water ran from the shower side to the toilet and sink area and so everyone got wet when visiting the bathroom for a shower or not. On the plus side, the hotel was clean and the staff friendly (although bar staff could not speak ANY english)
by A verified traveler
Posted 14 Jun 2024
by A verified traveler
Posted 11 Jun 2024
My experience was far from satisfactory due to the following issues:
1. Cleanliness of the Room: The room I was given was not properly cleaned. There were visible stains on the bedding, and the bathroom had grime and hair in the sink and shower, which was very unhygienic and unacceptable.
2. Malfunctioning Air Conditioning: The air conditioning in my room was not working correctly, making the room uncomfortably hot. Despite reporting this issue to the front desk on multiple occasions, no action was taken to fix it.
3. Excessive Noise Levels: The noise levels were excessively high throughout my stay. Noise from the hallway and adjacent rooms disrupted my sleep every night, making it impossible to rest.
4. Unresponsive and Unhelpful Staff: When I brought these issues to the attention of the hotel staff, they were unresponsive and unhelpful. I did not receive any assistance or resolution, which is disappointing and reflects poorly on your customer service.
These issues significantly affected my overall experience and did not meet the standards that your hotel advertises. As a result, I did not receive the value I paid for, and my stay was far from relaxing or enjoyable.
I am seeking appropriate compensation for these inconveniences. Specifically, I request a full refund for my stay due to the multiple issues encountered.
Comment from Hotel Management
11 Jun 2024 by C. Calzon - Guest Service Manager, Hotel Management
We are very sorry to hear about your experience and want to assure you that we take your comments very seriously. However, after thoroughly reviewing your reservation and the room you stayed in, we found no recorded incidents during your stay.Room Cleanliness: We received no previous reports of cleanliness issues in your room during your stay.Air Conditioning: The air conditioning in your room is set to cooling mode and was checked before your arrival to ensure it was working correctly.Noise Levels: Our rooms are certified for soundproofing, designed to minimize external noise.Staff Responsiveness: Our team is trained to be responsive and assist with any situation. No complaints or requests for assistance related to your room were registered during your stay.We believe there may be some confusion regarding your experience at our hotel. While we regret your dissatisfaction, the information we have does not match the problems you describe, as we did not receive any complaints during your stay.We appreciate your understanding and are at your disposal for any further inquiries.Sincerely,
by A verified traveler
Posted 10 Jun 2024
Clean rooms
Comment from Hotel Management
15 Jun 2024 by Helena Díez Guest Service Manager, Hotel Management
Dear Thomas,Thank you very much for your kind review and for choosing to stay with us.We hope to have the pleasure of welcoming you back to our hotel in the near future.Sincerely,
by A verified traveler
Posted 7 Jun 2024
Close to Madrid airport.
Comment from Hotel Management
9 Jun 2024 by C. Calzon - Guest Service Manager, Hotel Management
Dear Deborah,Thank you for your review! We're glad to know you enjoyed our convenient location near Madrid airport. We're committed to providing a comfortable and accessible experience for our guests traveling to and from the airport. We look forward to welcoming you again on your next trip to Madrid. Thank you for choosing us.Kind regards,
by A verified traveler
Posted 7 Jun 2024
Great friendly staff, comfortable quite rest
Comment from Hotel Management
9 Jun 2024 by C. Calzon - Guest Service Manager, Hotel Management
Dear Edinson,Thank you for your review! We're thrilled to hear that you had a great experience with our friendly staff and found your stay comfortable for a peaceful rest. Your satisfaction is our top priority, and we look forward to welcoming you back on your next visit. If there's anything else we can assist you with, please don't hesitate to let us know.Kind regards,
by A verified traveler
Posted 7 Jun 2024
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by A verified traveler
Posted 6 Jun 2024
They gave us a Handy Cap room, which I did not requested. It was very inconvenient for us, I called the reception desk and asked for a different room. But, they said that they were booked and this is what Expedia had assigned to us. Which, I find hard to believe. We are not happy with our stay at all!
Comment from Hotel Management
6 Jun 2024 by Helena Díez Guest Service Manager, Hotel Management
Dear Franklin,Thank you for choosing us. We apologize for any inconvenience caused regarding the type of room you received. We have reviewed your reservation with Expedia and confirmed that you had indeed booked an accessible room. Here are the details of your reservation: Dates: June 5, 2024 – June 6, 2024 (1 night) Room Type: Room with 1 Queen Bed, Accessible for Persons with DisabilitiesOur goal is to meet the needs of our guests, but unfortunately, the hotel was fully booked that day, and it was not possible to change the reserved room type. We appreciate your understanding and hope to have the opportunity to provide you with a better experience in the future.We hope you still had a pleasant stay with us.Best regards,
by A verified traveler
Posted 2 Jun 2024
The Hotel was nice and comfortable for one night, before traveling back home. The staff was great also. Thank you!
Comment from Hotel Management
4 Jun 2024 by Helena Díez Guest Service Manager, Hotel Management
Dear Franklin,Thank you very much for your kind feedback. We are delighted to hear that you found our hotel nice and comfortable for your stay before traveling back home. We also appreciate your compliments about our staff.We look forward to welcoming you back in the future.Best regards,
