We stayed at the hotel for three nights in mid-October during our regular visit to my niece, who is studying in Madrid; her place is just 500 meters away. I booked a room for myself and a friend, as well as an apartment for my brother’s family (my niece’s parents and her) of three people. The hotel is new and decent—the rooms are sufficiently spacious, and the restaurant is nice. The problem, however, was the incredibly rude and arrogant staff, who managed to ruin our entire stay. Upon our arrival on Friday evening, we were promised late check-out for both rooms (I hold Ambassador status, which entitles me to one room). We were also promised access to the M Club Lounge—for my room, by virtue of my Ambassador status, and for my brother’s suite, as lounge access was included in the suite's description. Our issues began on Sunday morning when an extremely unpleasant staff member in the M Club Lounge started hounding my brother, insisting that he did not have access to the lounge. I went to the reception and asked to speak with a manager; however, the staff kept insisting that Ambassador status only grants lounge access for a single room. The point, though, is that my brother’s suite came with lounge access included. We also encountered problems regarding the late check-out; once again, I asked to speak with a manager, but was told that none were available on Sunday.
Monday arrived, and once again there was no manager present. Upon checkout, we were charged for one (1) breakfast—even though we had access to the M Lounge, and my brother’s suite also included breakfast. All in all, this was my worst stay at a Marriott-chain hotel; I strongly advise against it, as the staff are rude and/or incompetent, and are solely focused on extracting money.
