Reviews of Hotel Fénix Gran Meliá

Great Location, But Disappointing Handling of Issues I recently stayed at the Fenix Hotel Madrid, a luxury hotel with an excellent location. While the staff were polite and helpful, my overall experience was disappointing due to several issues. 1. Small Room with a King-Sized Bed (Room 304): We were given a very small room with a king-size bed, as requested. However, the room was uncomfortably small, though it had two sinks in the bathroom, which was a nice feature. 2. Offered an Upgrade (Room 429): The front desk offered us an upgrade for €104 per night, including breakfast. We accepted, expecting a more comfortable experience. 3. Issues with the Upgrade: The upgraded room (Room 429) had two separate beds, not the king-size bed we requested. The bathroom also had only one sink, unlike our previous room. The front desk wrote me a polite letter explaining the bed situation, which I appreciated, but it didn’t fully resolve the issue. 4. Attempt to Fix the Bed Issue: I complained about the bed situation, and the staff sent a team to connect the two beds. While they were very polite, the solution wasn’t ideal. I initially rejected it, but accepted after their insistence. 5. Surprise Parking Fee: I used the hotel parking, assuming it was free, only to be charged €40 per day on the last day. I was never informed about this charge during check-in, which was frustrating and felt like a surprise. 6. Free Audi Q8 Electric Car—Disappointing Condition: Toward the end of my stay, I learned that the hotel offered a free Audi Q8 electric car for one day, so I applied to use it. Unfortunately, the car was extremely dirty and had visible damage from multiple accidents that hadn’t been repaired. The condition was so poor that we chose not to use it at all, despite the initial excitement. Overall, while the staff was very polite and tried to be helpful, the hotel’s communication and handling of issues need improvement. I hope management takes this feedback into account to enhance the guest experience for future visitors.

This is a really nice hotel. I am enjoying every visit!

Been 8 times - great hotel in a fairly quiet spot in madrid

Looked after very well for the 8 days we stayed - acknowledged our anniversary with a bonus bottle of bubbles and chocolate strawberries 🍓 Marta was lovely and attentive. Jorge got us out of a challenging situation- very supportive. The whole staff at the hotel have been fabulous- thank you for helping us have 8 great nights in Madrid 🇪🇸

Breakfast , food and service were all excellent