A detailed chronicle of five nights that promised much and delivered little

The Awakening of an Illusion Winter

Madrid in December, it has that special charm: christmas lights dotting the streets, the aroma of roasted chestnuts at every corner and the cold weather that invites us to take refuge in cafés cosy. With this postcard romantic in mind, we landed in the Spanish capital with our suitcases filled with expectations and the booking confirmed in the Axel Hotel Madrid, a hotel, "heterofriendly" and promises an experience urban sophisticated.

The 1.693 euros that we had paid for five nights through Booking, we had to imagine an oasis of comfort right in the centre of madrid.

The web page displaying photographs seductive: a sun terrace with a swimming pool which, although we knew that winter would remain closed, made us dream with moments of relaxation under the sun in another season.

"We will not be able to swim because it is winter," we repeated to ourselves, assuming that this would be the only "but" our stay.

The prelude of a disappointment announced

The first signs of alarm appeared days before our arrival. We tried to contact the hotel to make some queries about the transport from the airport and the possibility to leave our luggage before check-in. The silence was his only answer. Three emails and two messages through the booking platform were floating in the limbo digital, without which not one representative of the Axel Hotel is condescending to answer.

"Perhaps you are very busy,' we said, trying to maintain optimism. The reality, as would disclose later, it was just that the customer was not among their priorities.

Arrival: a welcome as cold as the winter in madrid

After picking up our rental car at the airport, we arrived at the facade moderna hotel, strategically located in the calle de Atocha, just a few minutes from the Puerta del Sol. The location, we must recognize, is ideally, centrally and allows you to explore the main attractions of Madrid without the need of public transport.

But before you can enjoy this privileged location, we face the first logistical challenge: the parking lot. Contrary to what you might expect from a hotel of this category, the Axel does not have its own parking facilities on their premises, but in a building located across the street. And here begins the odyssey: call the hotel front desk, communicate that need access to the parking lot, and wait for someone to appear running with a code to open the door of a parking lot that could well be described as labyrinthine.

We pass through the automatic doors with the mixture of exhaustion and excitement to those who just landed. The reception, minimalist, and with a dim lighting that was trying to be sophisticated, was staffed by a single employee who tecleaba your computer.

"Good afternoon, we have a booking in the name of..."

The check-in process was mechanical, executed with the precision of someone who has repeated the same phrases hundreds of times without finding them already no meaning, only specific instructions on the opening hours of breakfast and the location of the elevators.

We went up to our room with the key card in hand and an empty feeling that not augured nothing good.

The Suite is not a suite

When you reach the first floor, we faced the first physical challenge: open the door of our so-called "suite". The card worked correctly, but the door was dragging against the ground with a screech that reverberated throughout the hallway. After several attempts and using more force than should be necessary, we enter into what would be our home for the next five days.

The first impression was disappointing. The space, though broad, was far from what one would expect from a suite. The furniture, although contemporary in design, showed obvious signs of wear: scratches on the a side table, persistent stains on the couch.

But it was the bathroom that really puzzled us. The tiles were now patches of mold in the gaskets.

What's more surprising: not a single one complimentary bottle of water, or a welcome gift, or even a custom note. Nothing to indicate that we were guests valued and not just numbers on a spreadsheet.

Breakfast: a symphony of mediocrity

For me breakfast is the most important meal of the day, especially when you are traveling, and it takes energy to explore a vibrant city like Madrid. In the Axel Hotel, this maxim seems to have been forgotten in some manual of hospitality abandoned in a drawer dusty.

The buffet, served in a space with pretensions of modernity on the ground floor, offering basics without any hint of originality or excellence. Cut fruits too far in advance that they had lost their freshness, breads industrial attempting to impersonate craft, and scrambled eggs which seemed to have been cooked the day before and reheated without much enthusiasm.

The absence of self-service machines for the coffee meant having to wait for the camarerera, always busy, condescending to us.

Staff: master the Art of Invisibility

If we were to highlight the talent chief of staff of the Axel Hotel Madrid, it would be undoubtedly its extraordinary ability to disappear precisely when they were needed. In our five day stay, the interactions with the staff of the hotel were so scarce that we could count on the fingers of one hand:

1. The check-in robotic, as already mentioned.
2. A brief conversation with a waitress who, to his credit, it was the only one who showed something akin to kindness.
3. An application of clean towels, which took four hours to be attended to.
4. A consultation on recommendations of restaurants that was shipped with a terse "can you search in Google".
5. The check-out, equally mechanical and devoid of any interest in getting to know our experience.

This remarkable absence of personalized service is especially disconcerting in a hotel that is positioned in a premium segment and charged accordingly. The nagging feeling was that our needs as guests were, at best, a nuisance that interfered with their true occupations, whatever those might be.

The Common Spaces: Instagram vs. Reality

The Axel Hotel Madrid has a design undoubtedly photogenic. The common areas are designed to cause visual impact immediately, with an aesthetic that combines elements of industrial, details, minimalist and splashes of color strategically placed. The lobby, with its leather sofas, and your theatrical lighting, seems to be designed specifically for selfies and publications on social networks.

However, this concern for the appearance does not translate functionality or proper maintenance. The gym is small but seemingly well-equipped, had two machines out of service during our entire stay. The living room on the first floor, which promised to be an inviting space to relax, remained perpetually empty, perhaps due to its temperature too high that made in a sauna improvised.

And although it is permitted to visit the rooms of guests, the lack of spaces to truly comfortable for socializing makes this policy is almost irrelevant.

The famous terrace with a swimming pool, a jewel of the crown according to the hotel's publicity, remained closed for being a winter season. This was completely understandable and what we already knew, but it made us wonder if perhaps the Axel Hotel is one of those establishments that encrypt all of your value proposition in a single installation, seasonal, despreocupándose of the rest of the experience during the cold months.

The good: convenient Location and Comfortable Bed

In honor of objectivity, we must acknowledge the positive aspects of our stay. The location of the Axel Hotel Madrid is truly exceptional. Located in the historic center, allows you to access the walk to attractions such as the Museo del Prado, the Retiro Park, Plaza mayor, and the vibrant neighborhood of Chueca. This geographical advantage is unquestionable and it is, probably, the greatest asset of the hotel.

Also deserves special mention to the bed, surprisingly comfortable in the midst of so many deficiencies. With a firm mattress but welcoming and quality bed linen acceptable, at least the hours of sleep were refreshing after long days exploring the city.

The air conditioning system worked efficiently, while maintaining a pleasant temperature which contrasted with the cold decembrino of the streets of madrid.

The final surprise: the attempt to improper collection

The day of our departure we expected a last unpleasant surprise, the icing on the cake of our experience in the Axel. At the check-out, we were presented a bill that included the charge of the parking lot by the five full days of our stay. This despite the fact that, from the first day, we had made it very clear that only we would use the parking lot one time, since our plans included trips to Valladolid and the impressive Castle of Coca, so that the parking lot it would use only once.

It was thanks to the meticulous attention to detail Eduardo (I'm less observer in these aspects) identified the error in the billing. After pointing out the discrepancy and have a conversation that grazed uncomfortable with the reception staff, finally agreed to adjust the position. However, this incident left a bitter taste as a last memory of our stay, suggesting either that the hotel has problems of internal communication, or even worse, that there is some laxity with respect to the additional charges trusting that the guests don't check on your invoice carefully.

The final verdict: an equation unbalanced

After five nights and 1.693 euros, plus additional expenses like this attempt of excessive charge for the parking, the conclusion is inevitable: the Axel Hotel Madrid offers an experience that justifies its price. The equation quality-price is severely unbalanced, leaning to excessive cost for a mediocre service in a setting that prioritizes the appearance of the essence.

What we would recommend this hotel? Only in very specific circumstances: if the central location is absolutely a priority, if more highly valued aesthetic instagrameable that comfort is real, and if you have a healthy budget that allows you to spend on accommodation without expecting a return proportional in the form of experience.

For all other travellers, especially those who, like us, believe that a good hotel should be a welcoming haven and not just a place to sleep, Madrid offers numerous alternatives that provide better service, facilities maintained and an atmosphere more authentic for a similar price, or even lower.

The Axel Hotel Madrid has potential, no doubt. Its privileged location and its attractive design could be the basis of a value proposition that is genuinely interesting. But until not substantially improve their customer service, to renew their facilities and understand that hospitality goes far beyond a facade moderna and some attractive photos on your website, will continue to be a broken promise, a mirage of luxury in the desert of mediocrity hotel.

As always in Europe as a Couple, we invite you to share your own experiences and to vote according to your perception in the comment box. Your opinions are the true GPS to guide you to other travelers on the roads of Europe.

Have you ever been in the Axel Hotel Madrid or in other hotels of this chain? Did you have an experience similar to or completely different? Tell us in the comments and help other travellers to make informed decisions.