Palacio de los Serrano

The description was incorrect. It said bathroom, but there was not a bathroom, but a toilet behind a glass door and a shower behind a glass door, so you heard and saw everything. The pictures were deceiving, since there was no separate bathroom. We had booked a courtyard view, but there was no courtyard we could see. Since it was called UMusic Hotel with a music hall venue, we were unable to see any music being performed while we were there for 5 nights. We asked to see the music being performed, but were told we were not allowed in for any of the shows. Highly disappointed with the listing photos of the room and access to the music hall. If this is a 5 star hotel, it did not meet the requirements as listed on the web site. But, the staff was great and the breakfast delicious.

For a relatively new hotel, we are already returning customers, although that won’t happen any time soon. The hotel has all the potential and the looks, but sadly it ends there. During our first visit following a couple weeks of the hotel opening, we were left with feeling that potential will be achieved following a few months of trial and error corrections at all level, but this hasn’t happened. We were greeted during this second visit, by excuses to the loud nights we were going to experience in our room due to some events happening the floor below our room (true, we couldn’t sleep and were left more tired than when we arrived), at checkout, when mentioned this, we were told “OK”. The employees both at the rooftop and at breakfast do not acknowledge hotel guests really, rather there is an odd priority system seemingly in place for outside guests. In addition, and as much as my partner and I always try to speak the local language we travel to, in a metropolitan city of the size of Madrid, staff who are clearly able to, should reciprocate this, so we can both understand each other. Again, some new staff have the potential, but if trained by the existing employees, I’m afraid it won’t go too far. Asking for direction, recommendations for local restaurants or things to do, following multiple tries we failed. All in all, the hotel does not exactly know what it wants to do. Is it a club, is it an underwhelming soho house, is it a cafe? It is definitely not a 5* hotel by service.