Axel Hotel Madrid - Adults Only

I stayed at Axel Hotel with high expectations because it has a lot of potential, but unfortunately the management and maintenance are far below the standard that the high price suggests. The pool was dirty and clearly not well maintained. The sun loungers were old, worn out, and in poor condition. The rooftop looked more like a storage area than a premium hotel rooftop. During peak season, the pool bar didn't open until 12:00 PM, and even after it opened, the bartenders were often nowhere to be found. It was difficult to order anything. The speakers around the pool sounded like an old smartphone, which really affected the atmosphere. My first room had a door that was extremely difficult to open and close because it scraped against the floor and required a lot of force. After I complained, I was moved to another room, which I appreciated. The fans at the pool bar didn't work despite the extreme summer heat. Overall, the hotel's maintenance is very poor. Most of the staff looked exhausted, unmotivated, and unhappy to be there. They rarely smiled, avoided eye contact, and made guests feel uncomfortable rather than welcome. There were a few exceptions, including one young woman at the reception who was genuinely friendly and helpful. The bartenders, in particular, seemed tired and gave the impression that serving guests was a burden. They rarely made eye contact and their customer service was disappointing. This hotel has great potential thanks to its concept and location, but without significant improvements in management, maintenance, and staff morale, I don't believe it justifies its premium price.

This place is a dump. The elevators do not work when it rains. Not only that, but staff will see you waiting for the elevator and not say anything about it. Going up 6 flights of stairs was not enjoyable at all. The rooms are tiny and the hallways are creepy. The A/C was also seemingly not working. We were sweating all through the night. I complained at front desk and all I was told is that they would not do anything about it. Would not recommend and will definitely not be staying here again.

Absolutely unacceptable experience from start to finish. The hotel had ongoing issues with the AC system during my stay, and instead of resolving it professionally, they kept sending maintenance staff in and out of my room for hours, completely destroying any sense of privacy or comfort. Imagine trying to relax on vacation while random people constantly enter your room because the hotel can’t handle basic maintenance. What made it even worse was that after wasting a huge part of my vacation dealing with this chaos, they still couldn’t fix the issue and ended up forcing me to move rooms in the middle of my stay. Packing and relocating because of their incompetence is not something any guest should have to deal with. The entire situation felt disorganized, stressful, and extremely unprofessional. For the prices they charge, this level of service is embarrassing. Staff communication was poor, maintenance clearly had no idea what they were doing, and the hotel completely failed to respect guests’ privacy and comfort. This was honestly one of the worst hotel experiences I’ve had, and I would strongly advise others to stay elsewhere if they want a peaceful and enjoyable vacation. Totally not recommended.

Cool place with good location. Though I asked for twin beds, emailed prior my arriving and still had to deal with a double bed and the room didn’t have all the amenities. They were kind to change us rooms, though we were left with no room until 16:00. I understand they need to clean etc, but we had checked out of the first room at 10:30. The room should’ve been put on priority to get it at 15:00 like usual check ins. The staff stayed calm, helpful and understanding. So thank you to them even though the first mistake could’ve been avoided.