Paseo Suites Hotel

Unfortunately, my experience with Paseo Suites was very disappointing. We needed to change our booking dates due to health issues, but the property completely refused to make any adjustment, hiding behind their terms and conditions without showing any flexibility or understanding. I understand that rules exist, but in situations involving health problems, one would expect a bit of empathy and willingness to help. Instead, their response was a firm “no.” It’s a real shame — a little humanity goes a long way in the hospitality industry. I wouldn’t recommend this place to anyone looking for good customer service or flexibility.

We booked a business suite room last October 17-19. There is a gate that is locked before you enter the premises, we were not informed about the code of the gate and there was no one in the reception either to at least see if there are guests standing outside the gate. We called the number and the connection was pretty bad as well so we did not understand each-other about the code until she repeated it like 5-6x then we managed to complete the code from her choppy voice. Now we managed to enter the gate, we thought we can go to the reception to check-in or get our room keys. But again, the reception is close and no one is there. So we called again the number for that, (to think we’ve already waited so long outside the gate) and then she did not tell me that the code of the gate and the code of the hotel entrance are the same! so we went inside and she said the key is in the key box! but again we don’t know what’s the number of the key box and the code to open it!!! so again we need to ask for it and she told us about it and we managed to open the key box but then THERE WAS NO KEY!!! So the woman from the phone said “I will call the receptionist” she ended the call. We patiently waited for few minutes until another group of guests arrived and again we need to open the gate for them as they don’t know also the code! Time passed, no calls and receptionist arrived. Since there are more people waiting for the receptionist now, I feel like I need to check and go around the property incase I see a person that works in the hotel and I saw a housekeeper from a long distance and i asked her “hi, do you know where is the receptionist?” then suddenly someone responded to me from a short distance and guess who, IT WAS THE RECEPTIONIST. YEEEY! She’s there finally! She said that the woman who we are calling on the phone did not call her. So she was not informed. 🤷🏻‍♀️ ANYWAYS, THE ROOM WAS CLEAN AND VERY SPACIOUS WHICH WE LIKE VERY MUCH. HOW TO SOLVE THIS PROBLEM? 1. Inform your guests (ahead of time) about the codes and everything! It is so warm/hot so stand outside and wait for people to answer our call. 2. There should always be people in the reception area. Please be mindful that you will have people checking-in that day and anytime they will come.

Very pleased with the hotel. The suite was very spacious & clean. Its perfect for your stay in Madrid! Claudia always very helpful. She also suggested places while we were in the city. I highly recommend staying here.

One of the worst hotels in Madrids. Extremely frustrating check in process. This is a at best two star motel presenting itself as a 4 star hotel. Located next to train tacks in a rough neighborhood. The room have dirty windows and instead of window shades they use dirty pieces of fabric to cover them . I do NOT recommend this dump.