Reception

Reviews of Holiday Inn Express Madrid-San Sebastian de los Reyes, an IHG Hotel

2.5 out of 5
Holiday Inn Express Madrid-San Sebastian de los Reyes, an IHG Hotel
Avenida De Los Pirineos, s/n, San Sebastian de los Reyes, Madrid

Reviews

8.0

Very Good

Rating 10 - Excellent. 183 out of 631 reviews" "
Rating 8 - Good. 295 out of 631 reviews" "
Rating 6 - Okay. 113 out of 631 reviews" "
Rating 4 - Poor. 26 out of 631 reviews" "
Rating 2 - Terrible. 14 out of 631 reviews" "

8.2/10

Cleanliness

8.4/10

Staff & service

8.0/10

Amenities

7.8/10

Property conditions & facilities

8.2/10

Eco-friendliness

Reviews

6/10 Okay

Paul

Liked: Cleanliness, staff & service, property conditions & facilities
My room was on the ground floor and it was noisy from the reception area.
Stayed 1 night in Feb 2024
Response from Sara P - Guest Service Manager on Mar 4, 2024
Thank you for taking your time rating us: your opinion is really important for us. We are sorry you've experienced inconveniences due to noise in the reception area. We'll keep improving our facilities.Kind regards,

4/10 Poor

Douglas

Disliked: Amenities, property conditions & facilities
The rooms of this property are terrible and you can hear everything from adjoining rooms as if they were in the same room as you are. We never got rested due to constant noise from other surrounding rooms. I have never experienced anything like this before.
Stayed 1 night in Jan 2024
Response from Sara P - Guest Service Manager on Jan 31, 2024
Thank you for taking your time rating us. We are sorry you couldn't enjoy your stay with us and we take notes of your comments to continue improving.Sincerely,

10/10 Excellent

HUGO, Georgetown

Traveled with partner
Liked: Cleanliness, staff & service, property conditions & facilities
Great place to stay in Madrid. Close to shopping center, dining restaurants, easy parking and friendly staff.
Stayed 3 nights in Dec 2023
Response from Gemma López on Dec 27, 2023
Thank you for sharing your experience with us. We are glad to know you enjoyed a great stay with us. We are looking forward to welcome you again.Sincerely,

10/10 Excellent

John, RICHMOND

Traveled with group
Liked: Cleanliness, staff & service, property conditions & facilities
Great staff, friendly and helpful
Stayed 1 night in Dec 2023
Response from Gemma López on Dec 5, 2023
Thanks for your kind review. We appreciate your feedback regarding our staff.Sincerely,

10/10 Excellent

Verified traveler

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Restful stay after overseas trip
Stayed 1 night in Oct 2023
Response from Gemma López on Nov 1, 2023
Thank you so much for your review of our hotel. I am pleased to hear you enjoyed your stay with us. It's something our staff takes great pride in, so we value your feedback. We hope you will visit us again. Sincerely,Gemma López

8/10 Good

Janet

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Oct 2023
Response from Gemma López on Oct 31, 2023
Gracias por su valoración.Saludos,

10/10 Excellent

Jerson

Traveled with family
Liked: Cleanliness, amenities, property conditions & facilities
Great place, quiet, clean, great location, feels safe, and breakfast was very good. The staff was friendly.
Stayed 3 nights in Oct 2023
Response from Gemma López on Oct 27, 2023
Thank you so much for your review of our hotel. I am pleased to hear you enjoyed your stay with us. It's something our staff takes great pride in, so we value your feedback. We hope you will visit us again. Sincerely,

6/10 Okay

F. Javier

Liked: Cleanliness, staff & service
The staff 10 out of 10. The place is noisy. The customers are noisy. Breakfast is free therefore quality is not the best; it is the classic “we have all options but obviously the quality of the product is not great.
Stayed 3 nights in Oct 2023
Response from Gemma López on Oct 12, 2023
Thank you for your candid review. We apologize that your recent stay did not meet expectations. We appreciate your comments and will share these with our team so that we can continue to improve our services. We do hope to have the opportunity to welcome you back in the future, so that we can provide a better experience.Sincerely,

10/10 Excellent

Peggy

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Front desk staff were wonderful. So friendly and helpful.
Stayed 1 night in Oct 2023
Response from Gemma López on Oct 6, 2023
Thanks for your kind words about our wonderful staff!! We appreciate your comments and hope you visit us again in the future. Sincerely,

10/10 Excellent

Julius

Traveled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Room 130
The staffs were amazing from the cleaners, kitchen and the reception. Ana and Marisa stood out for me. They helped us so many ways getting around Madrid
Stayed 5 nights in Aug 2023
Response from Gemma López on Aug 24, 2023
Thank you for providing us a very considerate review and for your staying with us. It is our goal to consistently provide superior service and accommodation at our hotel and your comments are very important to us. Your positive feedback makes it all worth our efforts.Sincerely,

10/10 Excellent

Karen

Liked: Amenities
Lovely hotel
Stayed 2 nights in Aug 2023
Response from Gemma López on Sep 2, 2023
Thanks for your comments.Kind Regards

10/10 Excellent

Joao Paulo

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The facility is great, we reserved a night before taking off and right from the start really nice experience. Special thank you to Sara at the reception was really helpful and attentive. will definitely consider again.
Stayed 1 night in Aug 2023
Response from Sara P - Guest Service Manager on Aug 18, 2023
Thank you very much for your review and, specially, thank you for highlight the service of our colleague Sara.Hope to see you again in your next visit to SS de los Reyes.Sincerely,

6/10 Okay

Emanuel

Traveled with family and small children
Liked: Staff & service
Disliked: Cleanliness, property conditions & facilities
Old run fiwn
Stayed 2 nights in Jun 2023
Response from Gemma López on Jun 26, 2023
Thank you for your review.Regards,

10/10 Excellent

Juliana

Business traveler
Liked: Staff & service, property conditions & facilities, room comfort
Stayed 14 nights in Jun 2023
Response from Gemma López on Jun 19, 2023
Gracias por su valoración.Atentamente,

10/10 Excellent

Kenia

Liked: Cleanliness, staff & service, property conditions & facilities
Very nice and clean Great breakfast
Stayed 3 nights in Jun 2023
Response from Gemma López on Jun 19, 2023
Thank you very much for choosing Holiday Inn Express for your stay at San Sebastian de los Reyes. We are happy to know that your stay met your expectations. We look foward to welcoming you again.Best Regards

8/10 Good

Berta

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Nice people
Stayed 1 night in May 2023
Response from Gemma López on May 26, 2023
Thank you for you comments.Sincerely,

10/10 Excellent

Thomas

Stayed 1 night in May 2023
Response from Gemma López on May 10, 2023
Gracias por su valoración.

10/10 Excellent

Courtney

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 1 night in Apr 2023
Response from Gemma López on May 4, 2023
Gracias por permitirnos conocer su valoración.Saludos,

8/10 Good

Jorge

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Good
Stayed 1 night in Mar 2023
Response from SaraP on Mar 31, 2023
Thank you for your review! Kind regards,Sara P - Guest Service Manager

8/10 Good

Jose Luis

Stayed 1 night in Jan 2023
Response from Gemma López on Nov 9, 2023
Gracias por permitirnos conocer su valoración.Atentamente,

10/10 Excellent

Jose

Stayed 1 night in Dec 2022
Response from Gemma López on Dec 27, 2022
Gracias por su puntuación. Esperamos vuelva a visitarnos. Saludos,

6/10 Okay

Leonardo

Liked: Staff & service
Disliked: Cleanliness, property conditions & facilities
Simple hotel that is used by many people/companies for short stays for their technical personnel’s doing works on the industries around. The hotel when new could have been a nice and cheap choice. At the moment facilities have less than optimal maintenance and rooms are dirty. Things are broken and not replaced. We changed room once since curtains had cigarette burns and everything had nicotine smell, even when it was a non smoking room. Towels were very old and deteriorated. The carpet rug on any of the rooms we had during a 7 days stay were not properly cleaned or vacuumed. Smelly. The shower walls are painted with no tiles on it. Rooms are tiny with everything cluttered. I will not recommend staying on this hotel.
Response from Gemma López on Nov 8, 2022
Thank you for your candid review. We apologize that your recent stay did not meet expectations. We appreciate your comments and will share these with our team so that we can continue to improve our services. We do hope to have the opportunity to welcome you back in the future, so that we can provide a better experience.Sincerely,

8/10 Good

Hames

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Good service
Stayed 3 nights in Oct 2022
Response from Gemma López on Oct 19, 2022
Thank you for taking your time and let us know about your stay at Holiday Inn Express San Sebastian de los Reyes.Sincerely,

6/10 Okay

Mohammad

Business traveler
Liked: Staff & service
Disliked: Cleanliness, property conditions & facilities
Not value for Money
The Hotel was not of the Standard of Holiday Inn. The Bathroom was not clean & Room was also too Shabby. I have to ask for Tea/Coffe maker which should have been there but it was not there.
Stayed 1 night in Sep 2022
Response from MLopez on Oct 4, 2022
Dear Mohammad,Thank you for your candid review. We apologize that your recent stay did not meet expectations. We appreciate your comments and will share these with our team so that we can continue to improve our services. We do hope to have the opportunity to welcome you back in the future, so that we can provide a better experience.

2/10 Terrible

Steven

Traveled with family
Liked: Cleanliness
Disliked: Staff & service, property conditions & facilities
We booked this room on July 17,2022. Upon arrival it looks like a concrete fort rather a hotel. The room was awkwardly furnished for a person in a wheelchair! I should have suspected something amiss when I received an inquiry from the hotel identifying if I had a wheel chair yes/no? When we requested a more apppropiate room immediately the desk clerk stated NO and that they were full. If we had a complaint it was EXPEDIA’s fault? I don’t believe that at all. The hotel just threw us a bone in giving us a leftover room because we were only staying one night thank goodness! The shower is an awkward assembly as such. This hotel is very close to a hospital so everything makes sense now except the booking. If your looking for a sofa to buy there are at least a dozen manufacturing outlets nearby. Also there is a very convenient mall that costs $4.50 Euros one way. The Uber accessibility is one value that’s great around Madrid. Rating 3 stars out of 5 for the hotel. Holiday Inn desperately NEEDS to remodel this hotel and Expedia should leverage to drop its listing until then!!!
Stayed 1 night in Sep 2022
Response from C. Calzón - Guest Service Manager on Sep 27, 2022
Dear Steven,Thank you for your feedback that give us the opportunity to clarify what happened. As you can see on your Expedia confirmation, a wheelchair accessible twin room was book. When that happen we always contact the guest to verify the information in case other guest need it.On the day of arrival we was fully book and nobody needed that type of room, for that reason we assign it to you as it has confirmed on your reservation and we couldn't offer you any change.We regret that you didn't enjoy your overall experience.Kind regard,C. Calzón - Guest Service Manager

10/10 Excellent

Christopher

Stayed 1 night in Sep 2022

8/10 Good

Nik

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Good stopover hotel
Well located just off the motorway and a short distance from a shopping complex including Ikea. Simply decorated rooms but with a very good shower / bathroom. Breakfast very good indeed, no complaints whatsoever. Plenty of underground parking, charged at €8, but leaving the garage was really difficult, my wife having to guide me through the access ramp.
Stayed 1 night in Sep 2022

6/10 Okay

Jaswinder

Traveled with family
Liked: Cleanliness, staff & service, property conditions & facilities
Disliked: Amenities
Stayed for couple nights. Rooms are too small. No amenities at all. You can’t sleep if someone starts taking shower at midnight bcuz you can hear noise into other room. No doubt front desk staff is very friendly and helpful.
Stayed 2 nights in Aug 2022

10/10 Excellent

Althea

Stayed 1 night in Jul 2022

8/10 Good

David

Liked: Cleanliness, property conditions & facilities, room comfort
Good rooms, reception could do better
A very good stay until i requested the garage door be opened, only to to go back to reception to pay my parking, I had registered my car checking in, but the invoice wasn't itemised so didn't realise they hadn't take the fee, so quite annoying when your ready for a few hundred Ks drive you have to go back to sort out payment.
Stayed 1 night in Jul 2022

10/10 Excellent

Rene

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
.
Stayed 2 nights in Jun 2022

10/10 Excellent

Neil

Business traveler
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 2 nights in May 2022

8/10 Good

miguel

Traveled with family
Liked: Cleanliness, staff & service, amenities
Nice place. Though bathroom bathroom wall was damaged.
Stayed 1 night in Apr 2022

10/10 Excellent

Vipul

Business traveler
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
helpful and friendly staff
Stayed 1 night in Apr 2022

4/10 Poor

Hope

Stayed 1 night in Nov 2021

10/10 Excellent

Bernard

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Oct 2021

10/10 Excellent

Wilson

Traveled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 3 nights in Aug 2021

10/10 Excellent

Pawel

Traveled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
15min drive from airport. 700m from the metro. Great location for Madrid visit.
Stayed 2 nights in Jul 2020

8/10 Good

Christine

Traveled with family
Liked: Staff & service
Nice stay with family
The team is very professional and the hotel is relatively clean. Breakfast is ok. Hotel is located near a shopping center and several restaurants and at the end of the train line. it is better to have a car for this location to visit Madrid and the area.
Stayed 7 nights in Dec 2019

2/10 Terrible

Jose

Traveled with family
Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 2 nights in Dec 2019

6/10 Okay

Verified traveler

Business traveler
Stayed 1 night in Dec 2019

10/10 Excellent

Verified traveler

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 1 night in Oct 2019

10/10 Excellent

Verified traveler

Traveled with family and small children
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Amazing in this country is a good option, food is delicious
Stayed 4 nights in Oct 2019

8/10 Good

MohammadAltoos, Denver Colorado

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Very clean, friendly staff, very good breakfast, very close to a very nice mall.
Stayed 1 night in Oct 2019

6/10 Okay

Verified traveler

Liked: Staff & service, amenities
This property is approximately a 15 minute drive from Madrid Barajas International Airport and a 30 minute drive from central Madrid. The parking lot is intimidatingly cramped and dark. It is more reassuring to park across the street in front of the property at your own risk. Although my room was quiet, I noticed that there were some stains and debris on the bed covers. At least there was internet and a decent breakfast.
Stayed 3 nights in Oct 2019

8/10 Good

Verified traveler

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Loved setting water temperature in shower and future showers automatically set at that temperature. Had to set TV to original setting to get English every time you changed channel or turned TV off and then back on. Staff was nice.
Stayed 6 nights in Sep 2019

10/10 Excellent

Suzannah

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Great hotel
Great service, car park is a little tight and took a few manoeuvres to get around. Fantastic service from all staff, breakfast was good.
Stayed 4 nights in Oct 2019

8/10 Good

C Samuel

Business traveler
Liked: Cleanliness, staff & service, room comfort
Great front desk staff!
Front desk staff were outstanding! Always helpful and genuinely interested in making sure our stay was comfortable.
Stayed 1 night in Sep 2019

8/10 Good

Verified traveler

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
I would have liked access to a restaurant on site.
Stayed 6 nights in Sep 2019

6/10 Okay

Michelle

Liked: Cleanliness, staff & service
Stayed 3 nights in Sep 2019