Intur Palacio San Martin

Good

Superb

Great location, wonderful stay

Liked: Great location, really friendly staff. As it was really hot in Madrid, it was great to comeback to the hotel and have flavored water as a courtesy. And the air condition was just perfect!
Disliked: When showering, some water was leaking out of the bathtub. But the staff was cleaning it everyday.

Exceptional

Very nice, clean and updated...

Liked: Location is great, close to major attractions, shopping and restaurants

Very good

Liked: The staff are really helpful and friendly, and great location

Very poor

Liked: Location
Disliked: Bad service from front desk staff who was super unfriendly, condescending, defensive and all round rude behaviour at time of check in. Jose Gil i believe was his name.We specified in our message to you (via booking.com) that we are a family of 4 with two small children. Instead of setting up the room for 4, they simply stated they missed the actual content of the mail and when we showed them their reply and that it was agreed, he insisted that his team did not read the words my family and “I”—and that we mentioned we are 4 people. Had you replied earlier that you could not accommodate the 4 of us in a single room (i booked the larger room with extra bed, that can clearly house a 9 year old and 5 year old), we would have booked elsewhere but you ACCEPTED our booking MONTHS ago.And at check in, we had to be split up and also pay extra for another room which was not even a side by side room (only on the same floor). This is NOT acceptable. The check in manager simply said its not possible and that it should have been blocked by booking.com and they do not allow it to have more than 3 persons in the room. Its ridiculous that no apologies or empathy was in place to find a solution. Just simply called out you need another room (i immediately paid for another room and would have complied but the way it was handled is a showcase of very very poor customer service).You were informed, you agreed, and now you refuse to honour the reservation and instead made us pay more for our week stay here. This really started our trip to Madrid on a sour note. AVOID this hotel if you do not want the stress of miscommunication and down right rude service.(I won't penalize other staff as they were pretty good on the following days.

Exceptional

Pleasant

Liked: Perfect location. Will be staying here again!