Axor Barajas

We stayed on the night of June 27, 2026, as we had the reservation through Booking. Since the reservation was unclear about whether breakfast was included or not, we asked the receptionist, and she told us that it was included. I paid in cash on the night of June 27, but the next day, I was surprised to see a charge of €60 on my account... I called the hotel about the charge, and they told me it was for the breakfasts. I have felt cheated and will never return to that hotel.

Complacency as a business I believe as a lot of custom secured through airlines. Culture of service is not right. Few staff members demonstrated abruptness and rudeness serving others whilst still in mid conversation with yourself. Was served raw chicken one evening as well. Facilities available but only at limited times. I asked to complain and we had to wait for over an hour for someone from senior management the commercial director to see us. Rooms cleaned but on occasion were carried out quite late in the day. Have put an official complaint in writing with a commitment to provide action and feedback. Only until it was escalated to the commercial director Salvador that we received more compassion and action. Initial apology provided in writing. We will definitely not be staying at this chain of hotels again

On first evening we were greeted by hotel shuttle service and receptionist who were both excellent. However, things went downhill after that. The small print on the hotel information advise us that the out swimming pool would not be open until mid June, even though it came up as having the facility on our internet search and the temperature in Madrid was over 30'! The wellness centre was only open after 5pm and there was an extra charge ! One night we decided to eat in the hotel bar.My husband was served a chicken burger that was only half cooked. We returned to our room after a long day out, but our room was not cleaned, even though the sign had been placed clearly. Lastly the reception staff were rude to my husband and I,that was probably the last straw really...we are in the process of making a complaint, the hotel manager eventually understood there had been an accumulation of poor service and practice by staff.