Name: Best Western De Madrid
Rating: 3.5

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Best Western De Madrid

Package booked through BA but upon arrival at hotel have been informed that our booking is cancelled! After calling BA, we found our booking was indeed current according to them. The hotel has clearly cancelled our reservation without informing either BA or us.  As it’s the weekend of the Tour de France it is clear the hotel have let rooms at much higher price without notifying us!  As we sit here in the hotel lobby, we know that the receptionist is ignoring phone calls from BA which he has admitted to! Currently we have no accommodation to go to in Nice. Absolutely appalling that a Best Western hotel can do this!

Distraught and misplaced!

I had an extremely disappointing experience at the Best Western Plus Cosy Hotel in Nice. Our stay, from the very beginning, was marred by poor service and significant issues with the facilities.

Our flight arrived quite early, so we went to the hotel to drop off our bags. We were greeted very rudely by the woman receptionist. We politely inquired about the possibility of an early check-in, but she declined in a very discourteous manner. This lack of basic hospitality was a terrible start to our stay.

During the short time we were at the hotel in the morning, there were two power outages. This was quite concerning and inconvenient. However, we decided to continue with our plans and returned to the hotel in the evening to check in.

The room itself was quite warm, so we attempted to use the air conditioning. Unfortunately, it only blasted very cold air, and we couldn't turn it off. I went to the male receptionist to report the issue. He tried to help by changing the batteries in the remote but to no avail. The room remained uncomfortably cold, to the point where I was genuinely worried about falling ill. When I asked if we could be moved to another room, I was told the hotel was fully booked.

I also requested assistance from maintenance or a manager, but I was informed that there was no maintenance staff or manager available on site at that time. This is baffling to me, as I would expect a hotel to have such support available 24/7. I asked for a refund due to the situation, but the receptionist said he couldn't authorise one and promised to pass on the issue to the morning staff and maintenance team.

The next morning, no one came to fix the air conditioning. When I spoke to the morning receptionist, she was completely unaware of the situation. It was clear there was a severe lack of communication among the staff. Despite my complaints and the discomfort we endured, the hotel has refused to issue a refund.

Overall, I found the staff to be rude and unhelpful, and the lack of proper management and maintenance support was shocking. I fell ill due to the freezing room conditions, which only added to my frustration. If I could rate this hotel zero stars, I would. Do yourself a favor and stay elsewhere; this hotel does not meet even basic standards of hospitality and customer service.

Rude & unhelpful staff, facilities not up to par

We opted for this hotel because of its location. This was a fairly last minute getaway for us and were limited in choice for hotels.  We were very happy with our choice of the Best Western Cosy Hotel - the rooms were clean and comfortable, bathroom was relatively compact but clean and worked as it should. The location is really good with lots of food options and transport links. The reception staff were also courteous and helpful,

Pleasantly surprised

Staying with Best Western Plus Nice Cosy Hotel is an horrifying experience for two reasons: 

1. The drainage system in the shower room doesn't work, all water was running out  and messed up the whole room. 

2. I can hear noices and conversation in other rooms. At 3am a couple is making love loud enough to make their entertainment as my background music. Please don't get me wrong, Sex is healthy, but the way of sharing it is not very pleasant.

Suggest not to recommand this hotel as 4 start hotel. Based on what I see, two star is the right rating in order to set up the right expectation.

Best Western De Madrid

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