Novotel Madrid City Las Ventas

“⭐⭐⭐⭐⭐ Exceptional Humanity, Empathy, and True Hospitality ; A Masterclass in Guest Care”

⭐⭐⭐⭐⭐ Exceptional Humanity, Empathy, and True Hospitality ; A Masterclass in Guest Care Our recent stay at Novotel city last ventas Madrid was meant to be a joyful family weekend exploring the city with both my parents and my 10-month-old daughter. What we experienced, however, went far beyond hos… more

⭐⭐⭐⭐⭐ Exceptional Humanity, Empathy, and True Hospitality ; A Masterclass in Guest Care Our recent stay at Novotel city last ventas Madrid was meant to be a joyful family weekend exploring the city with both my parents and my 10-month-old daughter. What we experienced, however, went far beyond hospitality . it was a profound demonstration of humanity, empathy, and leadership that my family and I will never forget. We arrived Thursday afternoon , excited for a family weekend. Unfortunately, on friday morning, our stay took a dramatic and distressing turn when my father fainted and experienced severe breathing difficulties. An ambulance had to be called urgently, and I accompanied him to the hospital, where he remained hospitalized. From that moment on, the level of care shown by the Front Office Guest Team: Elvira Fernandes , Delrio Alejandro and so many other at the reception I unfortunately don’t have all the name but it was nothing short of extraordinary. As my mother and infant daughter remained at the hotel, unable to come to the hospital, Elvira Fernandez and her team took it upon themselves to personally check on them multiple times throughout the day. They showed genuine concern, empathy, and attentiveness that felt more like family support than hotel service. They even offered to arrange food and toys for my daughter, knowing they were confined to the room all day under stressful circumstances. What moved me deeply was that while I was at the hospital, Elvira Fernandez emailed me directly, not only to check on my father’s condition, but to ask whether they could prepare food for him and have it sent to the hospital. This level of proactive care is something I have rarely, if ever, encountered in my career.  I work in the hospitality and service industry, and I can confidently say that what we experienced at this hotel represents best-in-class service at the highest human level. In a further gesture of compassion, the hotel canceled free of charge my father’s room, recognizing that he was hospitalized. This was never expected and deeply appreciated. Due to the circumstances, I had to return to Marrakech with my mother and daughter, while my father remained in Madrid. A few days later, once my father was cleared for release from the hospital, I contacted the hotel again to book a night for him. What happened next brought tears to my eyes. I received an email informing me that the hotel manager , Mr Jose Maria Pedrero , had personally requested that my father’s night be offered complimentary, including breakfast. This was not just a generous gesture,it was a powerful statement of values, leadership, and humanity. I would like to commend and congratulate Mr Jose Maria Pedrero and Elvira Fernandez for being not only an outstanding General Manager, but remarkable human being and leader. They have clearly succeeded in creating an environment where care, empathy, and genuine guest concern are deeply embedded in the culture. The way Elvira Fernandez and her team embody these values is a direct reflection of his leadership. To all the team at Novotel City las ventas : thank you for your kindness, your emotional intelligence, and your unwavering support during one of the most difficult weekends of our lives. Your actions went far beyond your roles and left a permanent impression on our family. To Mr Jose Maria Pedrero and Elvira Fernandez : thank you for leading with heart. You have built something truly special at this hotel.you and your team are the definition of Heartists  Novotel should be immensely proud of this team. This is not just hospitality, this is human excellence. With my deepest gratitude and respect, Raquel Niddam

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“Nice Room and an Excellent Restaurant”

This hotel is located in a quieter area of Madrid. It has an excellent restaurant having a lot of dishes prepared on charcoal: I liked the food very much. I got a very nice room with a very good view. The staff was very helpful when I was in need.

“Mixed feelings”

Quite a decent hotel, very very far from the busy area which is Gran Via and surrounds....stay here only if you can't afford another hotel in a busy area or if you are in Madrid for a specific reason. Transport to and from the main area very expensive for a family of 5 as smaller taxi's don't take … more

Quite a decent hotel, very very far from the busy area which is Gran Via and surrounds....stay here only if you can't afford another hotel in a busy area or if you are in Madrid for a specific reason. Transport to and from the main area very expensive for a family of 5 as smaller taxi's don't take more than 4 passengers. Rather use the extra taxi fare that you would pay, for a hotel in a better area. Another thing I found annoying is there is no porter to help with luggage. Requested a cup to the room, receptionist suggested we collect ourself in order not to be charged. In my years of travelling, haven't experienced service like this. Not sure if it's just a 'Europe thing' ?

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