ITC Infantas by Soho Boutique

The position of this hotel is fantastic being just off the Grand Via. The hotel itself fails to meet its 4 star rating. The reception is dark and dingy and very unwelcoming. There is little choice at breakfast, scrambled eggs, toast cold buffet. The shutters on the windows were broken with peeling paint, the windows didn't shut properly. Room was in need of decorating with marks on the walls. It was 20 degrees outside, the heating was on throughout the hotel, and we were unable to regulate the temperature in the bedroom. We were advised to open the broken window as the hotel was on it's winter schedule. On the positive side, the position is excellent, the staff were great, but seemed to be doing their best under very difficult circumstances. With some care and some financial investment this could be a fantastic hotel

Amazing room, friendly staff, and central location-perfect for our visit! This is one of the best hotels we’ve ever stayed at!

On arrival, we had several hotels booked along the way. I asked the reception if the booking had breakfast included. The person checked and told me that it was. Upon check out we were charged for breakfast. Also, the bath plug didn't work and after reporting the problem they changed the plug for one that was even worse. This is a 4 star hotel that didn't deserve even 1. The staff could care less about their customers. Terrible service, terrible hotel.

I worked in the hospitality biz for over two decades and that allowed me to travel to different hotels around the world.so far this is the worst hotel experience especially from a 4 stars hotel! 1. Hygiene: there were feaces traces on the bathtub. The room was extremely dusty and my partner and I had to take a few allergy pills for sleep 2. Discrimination: I live with autoimmune nerve damage that requires simply an extra pillow to support me while sleeping where the hotel manager denied it and was extremely dismissive 3. Junk fees: the hotel charged us for breakfast included and at check in they refused to honor it saying we pay for breakfast as we use. We decided to have breakfast outside yet we will charged for the breakfast. 4. Towels: the hotel advised if we needed fresh towels to throw on the floor - we did and the hotel literally just put the dirty towels back in the hooks without changing them 5. Room type: we paid 230 euros a night to have a queen bed and we received two dorm room singles that were very difficult to sleep and we had terrible sleep and with disability the aching was intolerable - the hotel staff argued they are fully booked where they are not. 6. Air condition; in an 90 degrees heat wave the ac simply can’t be adjusted temp wise and it is extremely moldy 7. Water and coffee: complimentary supposedly but never been replaced we ended up buying our own water - we informed the hotel staff multiple times and our simple ask for what is included was never honored 8. Calling front desk from the room never worked as they never answer This experience ruined Madrid for us.

Dodgy way to secure a reservation, asked to provide details of credit card (including security code) in a non secure email. Check in done by an employee with a very unfriendly attitude. Room big enough but furniture is very tired. Big bathroom but nothing to put toiletries near the mirror or anywhere. Towels were unpleasantly frayed, very tired. Bed terrible, cheap mattress with no support whatsoever (I had back ache for day after my stay). Room wasn’t cleaned properly, very dusty, the bed side tables were covered in dust. Wifi did not work for nearly two days, had to pay extra costs in roaming services in order to do some work. Reception was informed but nothing was done, no sorry, no smile, no gesture towards a guest who incurred in extra costs (while they highlight in their website, free wifi as first guaranteed service) . The attitude was unprofessional and careless from the beginning to the end, it was pretty much like “aguantate”… Not sure why this hotel changed ownership so frequently in the last few years, but there’s definitely something not right.. this is far from a 4 star hotel, it’s more like a 2 star “hostal” pretending to be something that it isn’t. The only 4 star thing is the price. It was one of the most disappointing hotel stays of the last 10 years.