Sercotel Gran Hotel Conde Duque

I stayed at the same hotel group's hotel in Bilbao. Despite having no problems under the same conditions (as I had asked them before), this hotel in Madrid told us that we couldn't stay in the room we had chosen with my young daughter, that they couldn't provide a baby cot, and that we were obligated to change rooms and would have to pay extra. After traveling with our luggage and young child, we faced a very difficult situation at reception. No realistic alternative was offered other than accepting the extra fee. When I asked about canceling the reservation, I was told that it had to be done through Booking.com, even though the free cancellation period had already expired. This left us with no practical option and forced us to accept a cost we never agreed to.

Very helpful staff, clean and comfortable room

We stayed here for three nights. When we checked in, I sat on the bed and fell off because there was a broken leg on the bed. My husband fixed it so we wouldn’t have to switch rooms. The hotel is very clean, has a restaurant with smaller meals, and a bar that is reasonably priced. We were with a tour group and booked an extra night. I emailed the hotel beforehand and was told via writing, we wouldn’t have to switch rooms. We still had to switch rooms and not only that, they wanted us to check out at noon, pack all of our luggage and sit around until 3 pm to check in again. Luckily that didn’t happen because we persisted. Otherwise they didn’t care. On three different mornings at different times, the breakfast buffet was not restocked. I never got to try the churros as they weren’t restocked. The orange juice ran out and not replenished. Numerous pastries and other items ran out and were never restocked no matter how early we went to breakfast. I understand you portion for certain amount of people, but when you run out of items, you should be topping them up so there is enough for the guests The service was good and what was offered was lovely but just not restocked. Even though we had our do not disturb sign on our door, housekeeping unlocked our door and walked in twice while we were in the room. This is not okay. The hotel is in a great neighbourhood. There is a children’s playground across the front of the hotel. The staff were not overly friendly and couldn’t care less about many issues. This hotel certainly isn’t a dive but with so many others on the area, I would choose another spot if I returned.

Although I , with my daughter , had previously stayed there and enjoyed the experience this time was far from a success. The staff in the dining room and in the bedroom area were pleasant and helpful. Not so the reception staff. This was especially evident when I has robbed of my handbag by a group of 5 young men while sitting in the charming small lounge area. Two of these men caused a diversion by banging repeatedly on a glass display case alongside our heads - in full view and hearing of the staff - while another of their number shot forward and snatched my bag from below my chair. The other two were keeping guard by the outer door. My daughter chased them but, as they scattered in 3 directions , it was futile. I asked the staff for help and to call the police. They did not in ANY WAY help, show sympathy or even interest. Apart from getting a taxi to take us - at our own expense - to a police station they did nothing. When we returned from the police station , 3 hours after the incident they still showed no concern whatsoever. I have subsequently learned that they declared they had offered me water and even herbal tea. This is a complete fabrication - adding insult to injury. Despite writing to the Sercotel group through their Complaints department and customer services I have , to this day, received not a single word from them - of interest, sympathy or apology.

The Hotel was clean and quite with very little road noise outside. The Hotel is in a nice location and very near the Metro. Well I read some of the reviews on this Hotel, Well I must have stopped in another Hotel I found this Hotel Well up to Parr simply excellent