The staff make this hotel a winner
The moment of arrival at a hotel is a crucial part of the customer experience and stays in memory for a long time. You know the Palacio de Los Duques is the right choice as soon as the taxi stops and a couple of members of staff sprint out to welcome you and take care of everything.
Check-in was extremely warm and efficient with everything clearly explained.
Our room was pleasant and the bathroom clean and well-designed.
(General comment: why do hotel rooms have such low levels of lighting these days)
The Gran Melia's public spaces make very good use of the building's historic architecture and combine it with a modern witty aesthetic that still manages to create a relaxing ambience.
The hotel is well-located and in easy walking distance of many attractions and staff were super-helpful with suggestions for walks. (Unfortunately, it was raining in Madrid so we were limited in our exploration.)
We ate dinner in the Dos Cielos restaurant attached to the hotel and it was superb. (reviewed separately.)
Breakfast was excellent, with a wide range of options and very well-organised.
Thank you to all the staff including Rossa who helped with next steps in our travel arrangements - all staff were top-notch with that special combination of friendliness and professionalism that makes a hotel stand out.
We chose the hotel for an overnight stop ahead of a long-haul flight the next day so, sadly, we were only staying one night but will definitely be back for longer if there we have an opportunity