Canopy by Hilton Madrid Castellana

We enjoy our stay, the bed is large and comfy. It was so easy to visit Bernabeu stadium by foot.

The hotel staff and facilities were excellent. The daily breakfast was great with a lot of choices. The location is good near Real Madrid stadium and near the metro station. The fees were a little in the high side.

Enjoyed my stay at Canopy by Hilton Madrid. Very good facilities and location. Breakfast menu was superb.

We visited Madrid for two days trip for the Bernabeu Stadium tour. We chose this hotel for a night stay as it is very close to the stadium. We had a terrible experience during checking in. The receptionist, was not accommodating and judgemental. We booked for a king size bedroom as we are travelling with 2 young kids (5yo and 10yo). They usually sleep with us when we travel in unknown place. She said we have to book another room because we have exceeded room capacity (based on Madrid/European law). So we asked for an upgrade to family room - she said she can’t do it in her system because I booked the hotel through a third party (Agoda). She said we need to make a new booking for family room with her. And cancellation with Agoda or any issues for refund is not her responsibility. My husband asked if we can book another room via Agoda and solve the issue. She said she will try her best to get a room connected to each other. So we booked another room with breakfast and showed her the receipt, she said need to wait 10-15 mins for the hotel system to receive the notification. So we waited. After 10 mins, she told us she has received the notification. During registration, she said two things which really upset us: ‘Your booking doesn’t come with breakfast but I am giving you free breakfast (I booked a room with breakfast)’ and while registering us, waving our passports and laugh with her friend in Spanish then told us ‘Nice passports’. I know she didn’t say that to her friend. After all these maltreatment, she said the room is not ready as we come before 3pm (it was 2.45 pm at that time). We went out for lunch and came back at 3.30 pm and the room still not ready. We waited again. Then at the counter while passing the keys, she explained the room level and breakfast in Spanish to me. I reminded her to speak in English and she made a face and start communicating in English. It is an international chain hotel - Hilton, isn’t it basic manners and English proficiency is a requirement to cater International customers? The room has modern deco but a bit small despite being King size room. The two double beds room is also cramped. On the other hand, breakfast team was nice, helpful and attentive. The list of buffet is also variety and tasty. My suggestion to the reception girl (***), if you have a bad day, don’t mix work and private life. If customer needs help, try to provide assistance as we pay for the room and not asking you for a shelter. I have done room upgrading before (even though my first booking platform is Agoda) and there’s no such problem. Also, we don’t ask for your pity for free breakfast as we can afford ourselves. You should not judge us Asians as you don’t know who we are and what is our social status. Management please look into this.