Wellington Hotel

The one star is for the communication (or lack of) of the hotel with its clients. We did not get to stay in the hotel for the reasons below so I can not rate the premises. We booked an Executive room in this hotel because of its location and because it promotes itself as pet friendly, and we travel with a Siberian cat. Within a few minutes I got a confirmation email of the reservation. Everything ok up to this point. Well, except for a small detail. I am used to get an exact copy of the information given in the reservation form in the confirmation. In this hotel this was not the case. I wrote in the comments field of the reservation form that we are travelling with a cat, to let the hotel know. The confirmation email I received did not include this comment. A day later my wife was looking at the hotel Instagram (I do not have Instagram so I had not looked before booking) and we notice that all the photos pretending to show that the hotel is pet friendly featured dogs. So we started wondering if "pet friendly" meant really just "dog friendly". In principle the hotel knows that we are travelling with a cat since I explicitly mentioned it in the reservation form, and the reservation was accepted and confirmed, but not wanting to have any trouble at check in time at the hotel if cats are not welcome, I decided to call the hotel to confirm. I call and the lady who answers the phone does not know but she puts me through to the reservations department. Indeed the phone rings, and rings and rings and after about half minute an answering machine kicks in telling me that the number I am calling does not answer (as if I had not realized) and that I should "try later" and the connection is cut. First little red flag: a 5-star hotel whose reservations department does not answer the phone? (it was 10am, not any odd hour). I call again about half hour later: the same drill, no answer and the "try later" message. The read flag was getting bigger. I decide to write an email to the address of the reservations department shown in the website. I am travelling and I do not want to be calling repeatedly until the hotel deigns to answer .At the writing of this review, more than 24 hours later of my first attempt to contact the hotel, I have not received any answer to my email. And that was it for me. If a hotel, of any number of stars, can not communicate with a potential customer neither by phone or email in a reasonable time, I doubt it can run the facility efficiently. So we cancelled our reservation and took our business to other hotel. Just as comparison, I called four other 5-star hotels in Madrid after cancelling this reservation and in ALL of them the person who answered the phone could answer my question directly. In less than a minute I could know if the hotel accepted cats or not, without the need to be put through any other department or any waiting time. I also contacted a 4-star hotel by email and I got an answer within two hours. I think Wellington really screw it this time.

This hotel apparently had a long standing reputation for luxury, and high value guests, however, things certainly appear to have significantly changed for the worse. The reception staff were extremely rude, and bordering on aggressive and obstructive. The lady, at the desk, the first point of contact, refused to assist me with joining the iPrefer programme or adopt the pricing on the hotel's own website. Walking into the bedroom was like going back in time. The room is in desperate need of not only basic maintenance, but complete renovation. I know not how the hotel gets away with charging the rates it does. The woodwork was rotten and had simply been painted over. The plastic baby pink bath was from the 1970s and the waste did not work so I had to stand in used water to shower. The over head shower was covered in filthy limescale. No one answered the telephone when I got out of the shower to request a visit from maintenance. The bathroom mirror got so steamed up, I had to wait an hour to get ready. There were no other mirrors anywhere in the room which is frankly an astonishing state of affairs for a five star hotel. I specifically requested a quiet room and got no sleep whatsoever. All I could hear through the night was noise from above, and below, Doors constantly crashed closed. Don't be fooled by the photographs. The spa/ pool area bears no resemblance to reality. You walk out onto fake astro turf and have to be careful not to walk into a roof lantern. The pool is something you may see in a public park, rather than a supposedly high end hotel. The primary purpose of staying in a hotel is to get a good night's sleep and I left more tired than when I arrived. When I raised my concerns with the male receptionist he simply sneered at me. Calls to reception about the noise during the night went unanswered. The ethos of this hotel appears to be to treat its customers with absolute contempt which is utterly shameful.

We enjoyed a two-week stay at this well-located hotel in the heart of Salamanca. Close enough to all Madrid have best to offer in terms of culinary, tourism, entertainment and night life. The rooms are beautifully equipped, offering all the facilities you could need, complemented by outstanding room service and a professional staff eager to assist with any request. I was truly amazed by their professionalism and warm, personal touch. The food is exceptionally tasty, from the breakfast spread to the room service menu, with a special highlight on the delightful gluten-free buffet! Outstanding!

This hotel feels like my home in Madrid—I love its elegant and historic setting, and every time I return, it dazzles me just the same. What I appreciate most is the constant effort to enhance its beauty, making each visit even more special. I have visited frequently in recent months, both for business and leisure, enjoying relaxing evenings in the fabulous red velvet tea room or the executive lounge overlooking Calle Velázquez, soaking in the aristocratic and majestic ambiance of this historic building in the heart of the vibrant Salamanca district. The staff is exceptionally kind, and the room service is flawless. Breakfast in the Claridge Room is an experience in itself—rarely have I found a breakfast setting that surpasses an executive lounge, but this is certainly one of those rare cases. I spent the Christmas holidays here and was truly captivated by the stunning display of cakes and sweets. The different variations of roscón de reyes during Reyes were nothing short of a masterpiece. Just had a lovely staying and looking forward for the next one, that will be very soon…

I find it shocking that a 5 star hotel that is very expensive has major and i mean major building works going on next to the hotel and also inside the hotel and they do not inform you !!!!!! to make matters worse I requested a very quiet room and they responded saying i had been given a very quiet room facing a major construction site Also the walls are paper thin between rooms ... for me for the prices they charde you a disgrace I will never stay here again