Looks good, service not so much
Posted Dec 2, 2016
We looked at many Madrid hotels in different locations, different price ranges, different sizes. NH Nacional looked like a good value. We knew the room would be somewhat small, but location was excellent, across Paceo del Prado from two of the big three museums, and walking distance to Atocha train station. Price looked very attractive. When we checked in the desk clerk explained that our room would not have any of the standard amenities. No coffee maker, no slippers, no robes, no view. We would have to upgrade to levels (at 20 Euros/night for each level) in order to get the amenities we expected. The clerk acted very matter of fact, not friendly, and communicated the attitude that he didn't care whether we stayed or not. This attitude largely persisted for the 4 nights we stayed there. No restaurant recommendations or assistance. We were given a map, but very little effort to even point out places of interest to us. No help with knowledge of train station process. Not even a stamp to mail a post card. This is the worst service experience we have had at any hotel, anywhere in the world.
There was one notable exception. Carlos, who works in the small restaurant/bar in the front of the hotel. He was friendly, helpful, interesting, and available, all in stark contrast to the rest of the staff. Carlos was the bright spot in an otherwise dingy experience.
The hotel had many small business meetings each day. Perhaps this is the type of customer to which they cate