An incredible experience! From the moment we arrived to our departure, service was exceptional. This hotel stands head and shoulders above others we have stayed in over the past few years - superbly located close to the Palacio Real and Teatro Real, plus main shopping avenue (Gran Via). Rooms were beautifully appointed as were public areas. Breakfast and all-day dining options comprehensive. A super place to stay in Madrid - we will be back!
We had booked a couple of nights to end our trip to Spain at another Melia property. But when we arrived, we found it under renovation construction. We were eventually led to the Palacio de los Duques. We were met at the door by the very helpful bell staff, we didn't touch our bags after that. At the desk, we were met by Beatriz. She went above and beyond to make sure our stay in Madrid was top notch. She even contacted the Hop On/Hop Off bus tour company that we had been booked on, but was closed due to Covid. Our room was beautiful and comfortable. The bathroom was amazing. There is a rooftop pool with incredible views of the city. If you want a 5-star stay, this is the place for you. Muchas Gracias, to Beatriz, and the rest of the staff for making our stay so memorable.
We recently stayed at the Palacio de los Duques for 3 nights, booking through Amex’s Fine Hotels and Resort. The check-in was easy; the room was fantastic. We were upgraded to a superior room - it was very spacious, and well designed (the room light switches aren’t readily intuitive, but we soon sorted it out). The hotel itself has a great location, very close to the Royal Palace. The hotel was luxurious, well maintained, with very attentive staff (with one exception noted below). Breakfast (included in our booking) was delicious - many offerings at the buffet or have the kitchen prepare something off the buffet (requests were welcomed). The concierge was very helpful, and the bell staff were always pleasant and helpful. There is a lovely garden associated with the restaurant, and one night we decided to have a few drinks and some food in the garden. We were asked if we were hotel guests before they would seat us (it seems they aren’t taking people who aren’t guests). The bar and restaurant were not very busy, with many tables open. However, after seating we could not get any attention. 5 min went by, then 10. We asked one of the waiters walking by (who was avoiding eye contact) to help us, and he said he would find his colleague. We waited 5 more minutes, and I finally went into the bar area, found the hostess (who was not pleasant) and asked for 2 glasses of wine and some water. I also told her that the service in the restaurant was a disgrace - that I had to wait over 15 min without attention, on a night which was not busy,and finally walk into the bar to secure drinks myself. She didn’t say a word, just said she would bring our drinks. Some of the other tables were also having issues, and we heard one of the waiters say that several items on the menu were not available (and it’s a relatively small menu). We ultimately decided not to eat anything as a result of the poor service and limited menu. My recommendation to Gran Melia is to sort out those service issues, because you have, otherwise, a stunning hotel.…
Exceptional customer service. The staff go an extra mile to make sure everything is excellent. Our concierge Lucas spent with us close to 2 hours trying to book hard to get last minute tickets to Barcelona.
This hotel was amazing! Our room was clean, comfortable, and had great amenities. The staff were all very professional, kind, and always going the extra mile to make the trip more enjoyable. We stayed for 4 nights, and had nothing planned upon arrival. We met Lucas at the concierge desk, and he planned tours, dinner reservations, and activities for us everyday! He was kind, professional, and made our trip from Texas worth it. Great job Lucas!