Crowne Plaza Madrid - Centre Retiro

Dear [Hotel Management], I hope this letter finds you well. I am writing to express my disappointment and frustration regarding my recent stay at the Crown Plaza Hotel in Madrid, which is part of the IHG Group. I believe it is essential for you to be aware of the issues I encountered during my stay. Firstly, upon arrival, I noticed that the air conditioning in my room was not functioning properly. I immediately informed the hotel staff, requesting that the issue be resolved. Despite their assurances that maintenance would be sent to fix it, the problem persisted throughout my entire stay. This lack of attention to a basic amenity greatly affected my comfort and overall experience at your hotel. On the last day of my stay, as the air conditioning remained unresolved, I had no choice but to request that the window be opened for ventilation. It was disheartening to find myself sleeping in a room with an open window at a supposedly four-star hotel. Furthermore, when I approached the receptionist named Coral to discuss the matter and seek a solution, I was met with indifference and a dismissive attitude. Coral stated that since I had already paid for my stay, there was nothing she could do to address my concerns or offer any form of compensation. This lack of empathy and customer service further added to my disappointment. I would like to emphasize that my intention in bringing these matters to your attention is not to seek compensation or refunds, but rather to highlight the shortcomings of my experience and to encourage improvement in your services. As a loyal customer of IHG Group, I have always had high expectations of your brand and its commitment to guest satisfaction. I kindly request that you thoroughly investigate the issues I have raised and take appropriate measures to rectify them. Additionally, I urge you to emphasize the importance of customer service and attentiveness among your staff members, particularly in handling guest complaints. Thank you for taking the time to review my concerns. I trust that you will address these matters promptly and effectively. I look forward to hearing from you with an explanation of the steps taken to address the issues raised in this letter. Yours sincerely, Mohammed AlJabr booking #***********

Rooms are clean and spacious and equipped with all the amenities you expect from a crowne plaza hotel Located a bit off the main area but within a 2 min walking distance to the metro (which the main way to travel around Madrid) , 10 min walk to Retiro and within 5-10 min walking there are many bars and restaurants Overall a good choice

We (four of us) stayed in the junior suite. The room is very clean & tidy. The surrounding area is very relaxing. Metro station is just 3 minutes away. Of course, if you want to go to the centre, you have to travel 15-20 minutes by metro.