Terrace/patio

Reviews of Hotel Fenix Gran Meliá - The Leading Hotels of the World

5 out of 5

Reviews

9.4

Exceptional

Rating 10 - Excellent. 712 out of 1000 reviews" "
Rating 8 - Good. 212 out of 1000 reviews" "
Rating 6 - Okay. 54 out of 1000 reviews" "
Rating 4 - Poor. 13 out of 1000 reviews" "
Rating 2 - Terrible. 9 out of 1000 reviews" "

9.6/10

Cleanliness

9.4/10

Staff & service

9.2/10

Amenities

9.2/10

Property conditions & facilities

9.2/10

Eco-friendliness

Reviews

10/10 Excellent

Moises

Liked: Cleanliness, staff & service, property conditions & facilities
Clean and nice
Stayed 2 nights in Feb 2024
Response from María Fdez. de Valderrama Voice of Customer Coord on Feb 29, 2024
Dear Mr. Moises, Greetings from Hotel Fénix, a Gran Meliá Hotel! Thank you for such a positive review.We are happy you had an enjoyable stay with us and that you appreciated our high standards.We all hope to welcome you back in the future.Best wishes,María Fdez. de ValderramaVoice of Customer Coordinator

10/10 Excellent

Ana

Liked: Cleanliness
Stayed 1 night in Dec 2023

10/10 Excellent

Abraham

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Nice hotel, well located, good service and nice staff
Stayed 3 nights in Feb 2024
Response from María Fdez. de Valderrama Voice of Customer Coord on Feb 22, 2024
Dear Mr. Abraham, Greetings from Hotel Fénix, a Gran Meliá Hotel! Thank you for such a positive review.It is a pleasure to know that our strategic location contributed positively to your experience, affording you the convenience of exploring Madrid's rich cultural tapestry and the finest shopping districts with ease. Your compliments on our attentive and accommodating staff are appreciated; they are indeed the cornerstone of our commitment to excellence. We are also thrilled that the sumptuous rooms, marked by their cleanliness and comfort, met your high expectations, reflecting our meticulous attention to elegance and luxury. While all our rooms showcase individual charm, which is a testament to our architecturally exquisite building, we understand your preference for consistency and strive to ensure each guest's stay is nothing short of exceptional.We look forward to seeing you on your next visit.Kind regards,María Fdez. de ValderramaVoice of Customer Coordinator

10/10 Excellent

Emily

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 7 nights in Jan 2024

10/10 Excellent

Jose

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Excellent
Stayed 2 nights in Jan 2024
Response from María Fdez. de Valderrama Voice of Customer Coord on Jan 15, 2024
Cher Monsieur José,Salutations de l'Hôtel Fénix, a Gran Meliá Hotel!Merci pour votre charmant commentaire.Nous nous réjouissons que votre séjour ait été satisfaisant et que vous ayez apprécié la qualité de nos services et la propreté de votre chambre.Nous espérons vous revoir chez nous pour une nouvelle expérience positive. Bien à vous,María Fdez. de ValderramaVoice of Customer Coordinator

10/10 Excellent

ALEXANDRA

Stayed 4 nights in Dec 2023

6/10 Okay

carmen

Liked: Cleanliness, staff & service
Stayed 2 nights in Dec 2023

10/10 Excellent

Juergen

Traveled with group, Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
We had a great time…. Loved it
Stayed 3 nights in Dec 2023
Response from Maria Fdez. Valderrama, Voice of Customer Coordina on Dec 5, 2023
Dear Mr. Juergen, Greetings from Hotel Fénix, a Gran Meliá Hotel! Thank you for such a positive review.We are glad we were able to meet all your requirements for a perfect stay.We would be delighted to welcome you back on another occasion. All the best,Maria Fdez. Valderrama, Voice of Customer Coordinator

8/10 Good

Luis

Stayed 6 nights in Nov 2023

10/10 Excellent

Monica

Traveled with group, Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Fenix Gran Melia creates an amazing experience for every guest - impeccable service, wonderful breakfast, excellent location - truly memorable stay in every way.
Stayed 4 nights in Oct 2023
Response from Maria Fdez. Valderrama, Voice of Customer Coordina on Nov 13, 2023
Dear Ms Monica,Greetings from Hotel Fénix, a Gran Meliá Hotel! Thank you for taking the time to review your stay.We are thrilled to hear that you found our service impeccable and our location excellent, allowing you to fully enjoy your stay in Madrid. It is our dedication to a life well-lived that drives us to provide the highest standards of service and comfort for our guests. Your kind words about our breakfast offerings are also greatly appreciated, as we strive to provide an unrivalled fine dining experience for our guests.We are pleased that you found our room cleanliness and hotel condition to be exceptional, and we are glad that our room amenities met your expectations. Our team works diligently to maintain our iconic luxury property, ensuring that every detail reflects the elegance and sophistication of Gran Meliá.We look forward to the pleasure of welcoming you back. Many thanks again,Maria Fdez. Valderrama, Voice of Customer Coordinator

10/10 Excellent

Joginder, Scottsdale

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
High end hotel with a high end staff. Everything about this hotel, including location, quality and staff are excellent and I would recommend this hotel for a chocie to stay in while in downtown Madrid.
Stayed 3 nights in Nov 2023
Response from Maria Fdez. Valderrama, Voice of Customer Coord. on Nov 10, 2023
Dear Mr. Inder, Greetings from Hotel Fénix, a Gran Meliá Hotel! We appreciate you taking the time to review your recent experience.We are thrilled to hear that you found our location, quality, and team to be excellent. Our dedication to a life well-lived is reflected in our commitment to providing exceptional experiences for our guests. It is truly rewarding to know that our team's signature warmth and style contributed to your memorable stay in downtown Madrid.We look forward to welcoming you back. Best wishes,Maria Fdez. Valderrama, Voice of Customer Coordinator

10/10 Excellent

ed

Traveled with partner
Liked: Amenities
Great hotel
Stayed 3 nights in Oct 2023
Response from Maria Fdez. Valderrama, Voice of Customer Coordina on Oct 30, 2023
Dear Mr. Ed, Greetings from Hotel Fénix, a Gran Meliá Hotel! We are grateful for this kind review following your recent stay.We appreciate that you chose to stay with us and are glad to know your experience was enjoyable.We look forward to welcoming you for another pleasant stay. Best wishes,Maria Fdez. Valderrama, Voice of Customer Coordinator

10/10 Excellent

Chris

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The service is beyond exceptional at this property. One of the best hotel stays I have ever experienced!
Stayed 3 nights in Oct 2023
Response from Maria Fdez. Valderrama, Voice of Customer Coordina on Oct 30, 2023
Dear Mr. Chris,Greetings from the Fénix, a Gran Meliá Hotel!We are thrilled to hear that you appreciated the cleanliness and condition of our hotel, as well as the room amenities. Our team takes pride in providing a comfortable and enjoyable stay for our guests. It's also great to know that our service met your expectations, and we will continue to strive for excellence in this area.We hope to have the pleasure of welcoming you back. With kind regards,Maria Fdez. Valderrama, Voice of Customer Coordinator

10/10 Excellent

Leon, Calgary

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Excellent service and very friendly&helpful staff
Stayed 1 night in Oct 2023
Response from Maria Fdez. Valderrama, Voice of Customer Coordina on Oct 30, 2023
Dear Mr. Leon,Greetings from the Fénix, a Gran Meliá Hotel!We are thrilled to hear that you found our service to be excellent and our staff to be friendly and helpful. Our team takes great pride in providing the highest standards of service and ensuring our guests feel welcomed and comfortable during their stay. It's also great to know that you appreciated the cleanliness of our hotel and the amenities provided in your room.We hope to have the pleasure of welcoming you back to our hotel in the near future, so you can continue to enjoy our prime location, exceptional service, and luxurious accommodations.Thank you again; we look forward to welcoming you back soon.Kind regards,Maria Fdez. Valderrama, Voice of Customer Coordinator

10/10 Excellent

Eduardo, Miami

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Muy bello y excelente atencion!!
Stayed 3 nights in Oct 2023
Response from Maria Fdez. Valderrama, Voice of Customer Coordina on Oct 27, 2023
Estimado Sr. Eduardo,¡Saludos desde el Hotel Fénix, a Gran Meliá Hotel!Nos complace saber que encontró nuestras instalaciones muy bellas y que disfrutó de la excelente atención de nuestro personal. Trabajamos arduamente para mantener un alto nivel de limpieza, comodidad y servicio en todo momento, y nos enorgullece ser parte de The Leading Hotels of the World.Nos alegra que haya tenido una estancia agradable y esperamos que haya disfrutado de nuestra ubicación privilegiada, cerca de los principales museos, tiendas exclusivas y restaurantes de renombre.Sería muy grato volver a hospedarle en un futuro cercano.Atentamente,Maria Fdez. Valderrama, Voice of Customer Coordinator

10/10 Excellent

Michael, Bethesda

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Loved the hotel
Stayed 2 nights in Oct 2023
Response from Maria Fdez. Valderrama, Voice of Customer Coordina on Oct 27, 2023
Dear Mr. Michael,Greetings from the Fénix, a Gran Meliá Hotel!Thank you for reviewing your stay.We are glad we were able to meet all your requirements for a perfect stay.We would love to welcome you back on many more occasions. Best wishes,Maria Fdez. Valderrama, Voice of Customer Coordinator

10/10 Excellent

Amarilis, Hollywood

Traveled with family
Liked: Cleanliness, staff & service, property conditions & facilities
Excellent !!!
Stayed 3 nights in Sep 2023
Response from Maria Fdez. Valderrama, Voice of Customer Coordina on Oct 17, 2023
Chère Madame Amarilis,Salutations du Fénix, un Hôtel Gran Meliá !Nous vous remercions pour ce retour.Nous sommes ravis de constater que vous avez apprécié la propreté de notre établissement, l'excellent état de l'hôtel et le service attentionné de notre personnel. Cependant, nous avons pris note de votre remarque concernant les équipements de la chambre et nous tenons à vous informer que nous proposons différents types de chambres et suites avec des équipements variés pour répondre aux besoins de nos clients. Nous serions heureux de vous aider à choisir une chambre ou une suite qui correspondra mieux à vos attentes lors de votre prochaine visite.Nous serions ravis de vous revoir parmi nous. Bien à vous,Maria Fdez. Valderrama, Voice of Customer Coordinator

10/10 Excellent

Andrew, Beverly Hills

Traveled with partner
Liked: Cleanliness, staff & service, property conditions & facilities
Staff was excellent, loved the old world charm, only negative was our room needed brighter light (maybe brighter bulbs) even with all the nice mood lighting in the room. Great upscale location not in the heart of tourist area but close enough.
Stayed 6 nights in Oct 2023
Response from Maria Fdez. Valderrama, Voice of Customer Coordina on Oct 13, 2023
Dear Mr. Andrew,Greetings from the Fénix, a Gran Meliá Hotel!We appreciate your feedback regarding your recent experience.We are delighted to hear that you appreciated our excellent staff and the old-world charm of our hotel. Our location in the upscale area of Madrid, close to the tourist attractions, is indeed one of our strong points.We apologize for the lighting issue you encountered in your room. We appreciate your feedback and will take it into consideration for future improvements. Our rooms are designed with a classic, elegant, and luxurious style, and we strive to provide a comfortable atmosphere for our guests.We hope to welcome you back. Best wishes,Maria Fdez. Valderrama, Voice of Customer Coordinator

10/10 Excellent

Claudia María

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Oct 2023

10/10 Excellent

VICTOR

Business traveler
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 3 nights in Oct 2023

8/10 Good

Gianni

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Old charm elegance.
A very nice old hotel with a lot of charm, but missing some of the modern conveniences. (stand alone shower, USB ports, etc.) Perfect location for shopping and dining in one of Madrid nicest neighborhood. Generous size and elegant room, but with a small bathroom.
Stayed 1 night in Oct 2023
Response from Maria Fdez. Valderrama, Voice of Customer Coordina on Oct 5, 2023
Dear Mr. Gianni,Greetings from the Gran Meliá Fénix, a Gran Meliá Hotel!We appreciate your feedback regarding your recent experience.We are delighted to hear that you appreciated the charm and elegance of our hotel, as well as its prime location for shopping and dining in Madrid's upscale neighborhood. Our hotel is indeed situated in the heart of Madrid's Golden Mile, making it a perfect base for exploring the city.We understand that you found the bathroom size to be small and missed some modern conveniences. Our hotel is housed in a protected building with architectural value, which means that each room is slightly different, even within the same category. However, we continuously strive to maintain a balance between preserving the classic charm and providing modern amenities for our guests. We appreciate your feedback and will take it into consideration for future improvements. We hope that the overall comfort and cleanliness of your room, along with our friendly and helpful staff, contributed to a pleasant stay.We hope to welcome you back. Best wishes,Maria Fdez. Valderrama, Voice of Customer Coordinator

4/10 Poor

Jose

Business traveler
Liked: Cleanliness
Disliked: Staff & service
Been staying at this hotel for years. Breakfast lounge is now permanently closed. The service drastically changed.
Stayed 3 nights in Sep 2023
Response from Maria Fdez. Valderrama, Voice of Customer Coord on Oct 2, 2023
Dear Mr. José,Greetings from the Gran Meliá Fénix, a Gran Meliá Hotel!We appreciate you taking the time to review your recent experience.We are glad to know that you have been staying with us for years and appreciate the cleanliness of our rooms. Our team works diligently to maintain high standards of cleanliness and comfort for our guests.We regret to hear that you experienced a change in service and the closure of our breakfast lounge. Please know that we offer a variety of breakfast options, including a continental, full English/Irish, and American buffet, as well as vegetarian, vegan, and gluten-free choices. Our breakfast hours are from 7 am to 11 am, seven days a week, and we also provide express breakfast and takeaway options. We continuously strive to improve our services and offerings, and your feedback is valuable in helping us achieve this goal. We apologize for any inconvenience you may have experienced during your stay.We hope to have the opportunity to welcome you back.With very best wishes,Maria Fdez. Valderrama, Voice of Customer Coordinator

10/10 Excellent

Miguel A

Liked: Cleanliness, staff & service, property conditions & facilities
5 star treatment from everyone from the first minute you arrive. Staff is gracious and very professional. We will be back again.
Stayed 2 nights in Sep 2023
Response from Maria Fdez. Valderrama, Voice of Customer Coord on Sep 25, 2023
Dear Mr. Miguel,Greetings from Hotel Fénix, a Gran Meliá Hotel! Thank you for such a positive review.We are thrilled to hear that you received 5-star treatment from our gracious and professional staff. Our team is dedicated to providing the highest standards of service, and we are glad that it made a positive impact on your stay. It's great to know that you appreciated the cleanliness and condition of our hotel, as we take pride in maintaining a comfortable and luxurious atmosphere for our guests.We look forward to welcoming you back for another memorable stay in the heart of Madrid's Golden Mile.We look forward to welcoming you back for another memorable experience.Best wishes,Maria Fdez. Valderrama, Voice of Customer Coordinator

10/10 Excellent

Samuel, Beverly Farms

Traveled with group, Traveled with family
One of our favorite hotels
Stayed 3 nights in Sep 2023
Response from Maria Fdez. Valderrama, Voice of Customer Coord on Sep 18, 2023
Dear Mr. Samuel,Greetings from Hotel Fénix, a Gran Meliá Hotel! Thank you for such a positive review.We appreciate that you chose to stay with us and are glad to know your experience was memorable.We hope to welcome you back in the future.Best wishes,Maria Fdez. Valderrama, Voice of Customer Coordinator

10/10 Excellent

katrina bowling

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
My trip was with my Mother and our accommodations were perfect for our vacation. The concierge was a tremendous help in purchasing tickets and cabs for our excursions. Breakfast was buffet style with scrambled eggs, fried eggs and boiled. A good selection of cheese , meats , fruits , cereals, yogurt and breads. Wonderful cappuccino and black coffee. Juices and champagne! I would choose this location for a future trip due to closeness to metro, bus and cabs. Excellent shopping all around the area .
Stayed 5 nights in Sep 2023
Response from Maria Fdez. Valderrama, Voice of Customer Coord on Sep 18, 2023
Dear Ms Bowling,Greetings from Hotel Fénix, a Gran Meliá Hotel! Thank you for taking the time to review your stay.We are thrilled to hear that our concierge team was able to assist you with tickets and transportation for your excursions. It's great to know that you enjoyed our breakfast buffet, offering a wide variety of options, including cappuccino and champagne. Our prime location in the heart of Madrid's Golden Mile, with easy access to metro, bus, and cabs, certainly makes exploring the city and shopping a breeze.We appreciate your kind words about our cleanliness, hotel condition, service, and room amenities. Our team is dedicated to providing the highest standards of service to ensure a memorable stay for our guests. We are glad that you and your mother had a perfect vacation, and we look forward to welcoming you back in the future.We look forward to welcoming you back. Kind regards,Maria Fdez. Valderrama, Voice of Customer Coordinator

10/10 Excellent

meredith gaither

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Nice central location
Stayed 3 nights in Sep 2023
Response from Maria Fdez. Valderrama, Voice of Customer Coord on Sep 18, 2023
Dear Ms Gaither,Greetings from Hotel Fénix, a Gran Meliá Hotel! Thank you for taking the time to review your stay.We are delighted to hear that you appreciated our central location and found our hotel to be clean and well-maintained. Our team takes great pride in providing exceptional service, and we are glad that you experienced this during your stay. We continuously strive to maintain the highest standards of cleanliness and comfort for our guests, and your feedback is a testament to our efforts.Once again, thank you for your kind words and we hope to have the pleasure of welcoming you back in the near future.We all look forward to welcoming you back in the future.Kind regards,Maria Fdez. Valderrama, Voice of Customer Coordinator

10/10 Excellent

Ana, pittsford

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Hotel is great - rooms are ample, bathrooms a little strange but functional, great location in Madrid. We had a 2 bedroom suite (red level) which suited our family of four perfectly. Red level lounge is really nice, however it lacks in environment (but plenty of drinks and food). Personnel at red level lounge is super sweet. The breakfast however is very lacking for a 5 star hotel, very simple offerings. They could do much better comparing to other hotels we stayed in our vacation in Spain. Lots of courtesy food sent to our room daily, it was a very appreciated, sweet gesture that shows how hospitable this hotel is.
Stayed 3 nights in Aug 2023
Response from Maria Fdez. Valderrama, Voice of Customer Coord. on Aug 28, 2023
Dear Ms Ana,Greetings from Hotel Fénix, a Gran Meliá Hotel! Thank you for providing us with your feedback about your recent stay.We are delighted to hear that you found our rooms to be spacious and appreciated our prime location in Madrid. Our RedLevel service is designed to provide an enhanced experience, and we are glad you enjoyed the lounge and the warm service provided by our team. Thank you for your kind words regarding the daily courtesy food sent to your room, as we strive to make our guests feel welcome and cared for.However, we appreciate your feedback on the breakfast offerings and apologize if they did not meet your expectations. We offer a variety of options, including vegetarian, vegan, and gluten-free choices, to cater to our guests' diverse preferences. We will certainly take your comments into consideration as we continue to improve our services. Regarding the atmosphere in the RedLevel lounge, we are always working on creating a comfortable and inviting environment for our guests, and we appreciate your input.We hope that we may have the opportunity to welcome you back in the future.Best regards,Maria Fdez. Valderrama, Voice of Customer Coordinator

10/10 Excellent

Adrian, miami beach

Traveled with family and small children
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
We recommend this hotel for family as well as couples, very well located, nice staff and the property is amazing!!
Stayed 2 nights in Aug 2023
Response from Maria Fdez. Valderrama, Voice of Customer on Aug 16, 2023
Dear Mr. Adrian,Greetings from Hotel Fénix, a Gran Meliá Hotel! Thank you for such a positive review.We are delighted to hear that we met your expectations. Our team members always work hard to create a memorable experience for our guests, and feedback like this inspires us to keep up the good work.Furthermore, we are happy that you found our location to be ideal for your needs.We look forward to seeing you again in the future.Kind regards,Maria Fdez. Valderrama, Voice of Customer Coordinator

8/10 Good

Ruben

Traveled with family
Liked: Cleanliness, staff & service, property conditions & facilities
.
Stayed 2 nights in Jul 2023
Response from Maria Fdez. Valderrama, Voice of Customer Coordina on Aug 7, 2023
Dear Mr. Ruben,Greetings from Hotel Fénix, a Gran Meliá Hotel! Thank you for such a positive review.It is rewarding to know that you had such a pleasant experience with us. Thank you for appreciating our team's quality service; this will encourage us to continue with our efforts to deliver an excellent experience to all our guests.We look forward to welcoming you back on future occasions. Best wishes,Maria Fdez. Valderrama, Voice of Customer Coordinator

10/10 Excellent

RICARDO

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Excellent , friendly and very helpful staff in a very beautiful , elegant and clean hotel ..
Stayed 1 night in Jul 2023
Response from Maria Fdez. Valderrama, Voice of Customer Coordina on Jul 31, 2023
Dear Mr. Ricardo,Greetings from Hotel Fénix, a Gran Meliá Hotel! Thank you for such a positive review.We are pleased that we met your expectations. Our dedicated team members work hard to ensure that every guest here has a comfortable and memorable stay, so your positive feedback is very rewarding.It is nice to know that you were pleased with our decor, as it was our goal to create a comfortable atmosphere in which our guests feel welcomed and at home.The entire team look forward to welcoming you back on a future visit.Kind regards,Maria Fdez. Valderrama, Voice of Customer Coordinator

10/10 Excellent

Cesar

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The rooms are very comfortable. Enjoyed the old look, yet clean and neat. Completely recommend it.
Stayed 4 nights in Jul 2023
Response from Maria Fdez. Valderrama, Voice of Customer Coordina on Jul 27, 2023
Dear Mr. Cesar,Greetings from Hotel Fénix, a Gran Meliá Hotel! Thank you for such a positive review.We are delighted to hear that you found our rooms to be comfortable and appreciated the classic yet clean and neat design. Our team takes great pride in maintaining the highest standards of cleanliness and comfort for our guests. It is truly rewarding to receive such positive feedback, and we are glad that you would recommend our hotel to others.We look forward to welcoming you back on future occasions. Best wishes,Maria Fdez. Valderrama, Voice of Customer Coordinator

10/10 Excellent

Thomas, los angeles

Traveled with family and small children
Liked: Cleanliness, staff & service, property conditions & facilities
I enjoy staying this property.
Stayed 2 nights in Jul 2023
Response from Maria Fdez. Valderrama, Voice of Customer Coordina on Jul 24, 2023
Dear Mr. Thomas,Greetings from Hotel Fénix, a Gran Meliá Hotel! Thank you for such a positive review.We are delighted that everything met your expectations during your stay with us and that you appreciated our high standards.We hope to have the occasion to welcome you back.Best wishes,Maria Fdez. Valderrama, Voice of Customer Coordinator

10/10 Excellent

GUSTAVO

Traveled with partner
Liked: Cleanliness, staff & service, property conditions & facilities
Carmen received us with grace and as we were on our anniversary The Hotel managed to have us a welcoming Freixenet which we enjoyed and appreciated very much. The hotel is classy and cozy! Perfect for celebrations and anniversary!
Stayed 1 night in Jul 2023
Response from Maria Fdez. Valderrama, Voice of Customer Coordina on Jul 22, 2023
Dear Mr. Gustavo,Greetings from Hotel Fénix, a Gran Meliá Hotel! Thank you for such a positive review.We are delighted to hear that Carmen's warm welcome and the special touch of Freixenet for your anniversary celebration contributed to making your stay memorable. Our hotel takes pride in providing a classy and cozy atmosphere, perfect for special occasions like yours. It is great to know that you appreciated the cleanliness, hotel condition, and our exceptional service. Our dedicated staff always strives to ensure that our guests have a comfortable and enjoyable stay.We all look forward to the pleasure of welcoming you back soon.Our kindest regards,Maria Fdez. Valderrama, Voice of Customer Coordinator

8/10 Good

Peter

Business traveler
Liked: Cleanliness, staff & service, property conditions & facilities
Nice location near cultural activities
Stayed 4 nights in Jul 2023
Response from Maria Fdez. Valderrama, Voice of Customer Coordina on Jul 19, 2023
Dear Mr. Peter,Greetings from Hotel Fénix, a Gran Meliá Hotel! Thank you for such a positive review.We are delighted that you enjoyed your experience and that our central location was ideal for your needs.We look forward to seeing you again on your next visit.Best wishes,Maria Fdez. Valderrama, Voice of Customer Coordinator

8/10 Good

Jose

Stayed 7 nights in Jul 2023

10/10 Excellent

Henry

Traveled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Jun 2023

10/10 Excellent

Suzanne

Traveled with family
Liked: Cleanliness, staff & service, property conditions & facilities
Staff on Red Floor were amazingly helpful
Stayed 1 night in Jun 2023
Response from Maria Fdez. Valderrama, Voice of Customer Coordina on Jun 12, 2023
Dear Ms Suzanne,Greetings from Hotel Fénix, a Gran Meliá Hotel! Thank you for taking the time to review your stay.We are pleased that we were able to meet your expectations.We look forward to welcoming you again. Best regards,Maria Fdez. Valderrama, Voice of Customer Coordinator

10/10 Excellent

Tonantzin, Mount Laurel

Traveled with family
Liked: Cleanliness, staff & service, property conditions & facilities
Amazing hotel! We had a family trip and reunion with extended family and not only it is very family friendly but the attention to detail was superb. We were spoiled by the staff on a daily basis. Cannot say enough good things about this hotel, would certainly be back!
Stayed 8 nights in Jun 2023
Response from Maria Fdez. Valderrama, Voice of Customer Coordina on Jun 12, 2023
Dear Guest,Thank you for taking the time to share with us such a kind review regarding your stay with us at Hotel Fénix, a Gran Melia Hotel.We are pleased that we were able to meet your expectations.We look forward to welcoming you back. With Kindest regards from Madrid,Maria Fdez. Valderrama, Voice of Customer Coordinator

8/10 Good

luis

Traveled with family
Liked: Cleanliness, staff & service, property conditions & facilities
No entra caminador de discapacitado en el baño
Stayed 2 nights in Jun 2023
Response from Maria Fdez. Valderrama, Voice of Customer Coordina on Jun 9, 2023
Estimado Sr. Luis,¡Saludos desde el Hotel Fénix, a Gran Meliá Hotel! Gracias por tomarse el tiempo de compartir su experiencia con nosotros.Es muy grato que se haya tomado el tiempo de escribir sobre su experiencia en nuestras instalaciones y saber que en líneas generales ha sido buena.Con respecto a su comentario respecto al baño, le agradecemos mucho que lo compartiera con nosotros. Su opinión es muy importante para nosotros.Confiamos en que repita la experiencia con nosotros. Entre tanto, reciba nuestros más cordiales saludos,Maria Fdez. Valderrama, Voice of Customer Coordinator

10/10 Excellent

Maria

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 2 nights in May 2023

10/10 Excellent

Isidro, Laredo

Traveled with family
Liked: Cleanliness, staff & service, property conditions & facilities
Centrally located to shops and restaurants.
Stayed 8 nights in May 2023
Response from Maria Fdez. Valderrama, Voice of Customer Coordina on May 16, 2023
Dear Mr. Isidro,Greetings from Hotel Fénix, a Gran Meliá Hotel! Thank you for such a positive review.We are delighted to hear that you appreciated our central location.It is wonderful to know that you found our hotel to be clean and well-maintained, and that our staff provided excellent service during your stay. We take pride in maintaining the highest standards of service and being a member of Leading Hotels of the World.We hope to see you again soon. Best wishes,Maria Fdez. Valderrama, Voice of Customer Coordinator

2/10 Terrible

ibrahim

Traveled with family
Disliked: Property conditions & facilities
I paid for a 322sq ft premium room but was given a closet sized tiny tiny room. The second day when I complained I was moved to a larger room which should have been allocated at check-in. There was no apology and the change was arranged after a lenghty argument.
Stayed 3 nights in May 2023
Response from Maria Fdez. Valderrama, Voice of Customer Coordina on May 9, 2023
Dear Mr. Litchfield,Greetings from Hotel Fénix, a Gran Meliá Hotel! First of all, we would like to thank you for choosing us for your recent stay in Madrid and for sharing your experience with us. Thank you for taking the time to review your stay.We apologize for the inconvenience you experienced during your stay with us. We are sorry to hear that the room you were initially given did not meet your expectations. Our team strives to provide the best service possible, and we regret that we fell short in your case. On the other hand, we recommend that on your next visits to Madrid you contact us directly to make your reservation, as our team is at your disposal to advise you on the room that best suits your needs.We appreciate you bringing this issue to our attention, and we are glad that we were able to move you to a larger room. We understand that room sizes may vary within the same category, and we apologize for any inconvenience this may have caused. We understand that this was a frustrating experience, and we apologize for any inconvenience it caused you. Rest assured, we will take steps to ensure that such issues do not arise in the future.Mr. Litchfield, thank you for choosing Gran Meliá Fénix for your stay in Madrid. We hope that you will consider staying with us again in the future and giving us another opportunity to exceed your expectations.Kind regards,Maria Fdez. Valderrama, Voice of Customer Coordinator

10/10 Excellent

Fawad

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Beautiful property and rooms
Stayed 1 night in Apr 2023
Response from Maria Fdez. Valderrama, Voice of Customer Coordina on May 2, 2023
Dear Guest,Thank you for taking the time to share with us such a kind review regarding your stay with us at Hotel Fénix, a Gran Melia Hotel.We are glad we were able to meet all your requirements for a perfect stay.We look forward to welcoming you back. With Kindest regards from Madrid,Maria Fdez. Valderrama, Voice of Customer Coordinator

10/10 Excellent

FIKRA

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Wonderful stay and wonderful staff! Malena was the best from the team,Thank you!
Stayed 3 nights in Apr 2023
Response from Maria Fdez. Valderrama, Voice of Customer Coordina on Apr 25, 2023
Dear Guest,Greetings from Hotel Fénix, a Gran Melia Hotel!Thank you for taking the time to share with us such a kind review regarding your stay with us. We are glad we were able to meet all your requirements for a perfect stay.We look forward to welcoming you back. With Kindest regards from Madrid,Maria Fdez. Valderrama, Voice of Customer Coordinator

10/10 Excellent

Perry

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Beautiful Hotel. Great area to be in. Staff was very friendly and helpful. Set up taxi service for us in the morning. I would definitely stay there again.
Stayed 2 nights in Apr 2023
Response from Maria Fdez. Valderrama, Voice of Customer Coordina on Apr 12, 2023
Dear Mr. Perry,Greetings from Hotel Fénix, a Gran Meliá Hotel! Thank you for such a positive review.We are delighted to hear that we met your expectations. Our team members always work hard to create a memorable experience for our guests, and feedback like this inspires us to keep up the good work.Furthermore, we are happy that you found our location to be ideal for your needs.We all hope to welcome you back in the future.Best wishes,Maria Fdez. Valderrama, Voice of Customer Coordinator

10/10 Excellent

Heather Marie

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
We absolutely loved this place! So classy and nice. They laid out snacks before bed and stocked us with plenty of water. I would HIGHLY recommend!!!
Stayed 5 nights in Apr 2023
Response from Maria Fdez. Valderrama, Voice of Customer Coordina on Apr 10, 2023
Dear Ms Marie,Greetings from Hotel Fénix, a Gran Meliá Hotel! Thank you for taking the time to review your stay.We are glad we were able to meet all your requirements for a perfect stay.It would be a pleasure to have you return on a future occasion.Best wishes,Maria Fdez. Valderrama, Voice of Customer Coordinator

10/10 Excellent

Mauricio

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Fantastic hotel
Stayed 1 night in Apr 2023
Response from Maria Fdez. Valderrama, Voice of Customer Coordina on Apr 4, 2023
Dear Mr. Mauricio,Greetings from Hotel Fénix, a Gran Meliá Hotel! Thank you for such a positive review.We are glad we were able to meet all your requirements for a perfect stay.We would love to welcome you back on many more occasions. Best wishes,Maria Fdez. Valderrama, Voice of Customer Coordinator

2/10 Terrible

dominick

Stayed 2 nights in Mar 2023

10/10 Excellent

Jennifer

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Very attentive staff. Valet parking! Friendly check in. Beautiful property. Nice bar area. Close walking to many things. No coffee in room. Only option for breakfast was buffet.
Stayed 1 night in Mar 2023
Response from Maria Fdez. Valderrama, Voice of Customer Coordina on Mar 6, 2023
Dear Ms Jennifer,Greetings from Hotel Fénix, a Gran Meliá Hotel! We appreciate you taking the time to provide us with your opinion regarding your recent stay.It is a pleasure to know that our team members exceeded your expectations and thank you for your kind comments.We are also delighted to know that you appreciated our convenient location and the comfort of your room.Likewise, we are glad that the high standards we set ourselves met your expectations.However, we apologise for any inconvenience regarding the issues you faced with your room facilities. Please do not hesitate to bring such concerns to our attention at the time, our team are always available to provide a solution.Moreover, we have also taken note of your comment regarding the breakfast and will be reviewing this with the relevant manager.We really look forward to the pleasure of welcoming you back on a future stay. Best regards,Maria Fdez. Valderrama, Voice of Customer Coordinator

10/10 Excellent

Armando

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
El hotel es muy cómodo, tiene una decoración clásica espectacular y el servicio es excelente.
Stayed 3 nights in Jan 2023
Response from Maria Fdez. Valderrama, Voice of Customer Coordina on Feb 3, 2023
Estimado Sr. Armando,¡Saludos desde el Hotel Fénix, a Gran Meliá Hotel! En primer lugar, queremos transmitirle nuestro agradecimiento por sus amables palabras y su inmejorable valoración.Muchas gracias por su inmejorable valoración y por trasladarnos su satisfacción con la atención brindada por nuestro personal, volcado siempre en tratar que nuestros huéspedes se sientan como en casa. Estamos realmente contentos de saber que su estancia resultó muy confortable y agradable.Estaríamos encantados de tener nuevamente la oportunidad de poder atenderle. Un saludo afectuoso.Maria Fdez. Valderrama, Voice of Customer Coordinator