Hotel Riu Plaza España

Well just got back from Hotel Rui plaza espana, The hotel was lovely clean and staff were lovely, But a few things to say, the pool was very small and freezing hardly anyone in it because so cold. And you only get 90 minutes around the pool then you have to go so the next people can come in so dont get settled, they had a lot of fuctions on in hotel so we could'nt even go around to chill on other side because was closed for a fuction, i mean this was are summer holiday we were just wonting to chill and relax . But madrid was a lovely place with lots of places to visit and see, BUT would have been nice to have a few days around the pool and a swim, without having to get moved!

Negatives - door staff are very rude - key cards stopped working 3 times in a 2 night stay - room phone are from the 1970s and could not call reception causing us to not have any drinks in the room - bed is 2 singles shoved together and not bonded so you always fall down the crack. No duvet provided either Positives - 360 bar has amazing views

I loved this hotel, the staff is just amazing. It is very clean and Covid prepared, the room is very comfortable with a wonderful mattress and a very modern bathroom. The rooftop bar must be one of the best in the World (Thank you Jesus, Aday and Andrea for your kindness). Breakfast is also very good and most of all, not only the hotel is overall excellent, it’s also great value and very well located. Will be back!

I came to stay at the Riu for 10 days, The rooms are basic and there is a club on the top floor and the music is so loud it feels like the ceiling is going to collapse with the noise and the vibration. It’s awful , Iv never experienced anything like it Also the AC does not work in any of the rooms and it gets extremely hot and unbearable. The staff are very friendly however I will never stay here again

Overall the hotel is very nice and the location is excellent. I had a bad experience with management I would like to share. I have never had a bad experience in a hotel prior to this, so it came as a big shock. I naively assumed that laundry was a service the hotel offered internally and without charge (if this is not common then I apologize as I genuinely was unaware). I placed my laundry in a bag and was called when it was ready, I would also like to clarify that this was predominantly gym gear that didn't need to be ironed. When I went down to reception I was given a bill for 136 euro. 136 euro is more than the nightly rate of the room, and having used launderettes in the past (albeit not through a hotel) I felt that this price was completely extortionate. I had not filled out any forms asking for my laundry to be ironed, simply just placed the laundry in a bag. Naturally, given the fact I assumed this would not have a charge, I was shocked and angry. I explained the situation to a manager who agreed to cut the cost of the service, to which I agreed (albeit with some frustratIon). However, a more senior manager came down and was extremely rude, eventually forcing me to pay the full price and threatened to call the police if I didn't pay. I genuinely did not think this would come with a cost, and this really dampened my experience of the hotel. What I found most annoying and disappointing was that the manager was content with his company making a profit off a service that a customer mistakenly accepted, with no interest in negotiation and a threat to call the police. To me, that is terrible customer service and the least the hotel could have offered is to reduce the cost of the service to the cost they paid (which the first manager was kind enough to do), so that the customer would be satisfied and the hotel would not lose money. I spent a total of 9 days in this hotel at a decent cost, it is now clear that particular senior manager has no interest in customer satisfaction. I'm not in the habit of writing bad reviews, and I have genuinely never used a laundry service through a hotel so maybe it was foolish of me to expect it to be free. However I also found it really disrespectful and rude the way this manager had no sympathy or understanding for the amount of money I had already spent in this hotel, and for the genuine mistake I made.