Hoyos Vacations from ￥208,635

Great location. Excellent breakfast. Good customer service at the front desk.

The hotel is very nice, and staff very friendly. The bar is nice with good value. Great job making up the room each day. It is very conveniently located, close to metro and good shopping. Downsides: They had switched the hotel from air conditioning to heat for the season, so the room was very warm. The only way to cool it down was by leaving the windows open, which was very noisy. Also, I had reserved the room with breakfast included, but when I cancelled the first night because of a change in plans (well ahead of time) the breakfast didn't carryover. That was disappointing.

Exceptional services

Perfect location. Excelent room, it even had a sauna!

I have stayed in several hotels in Madrid but Hotel Regina has always been my best place. The true sign of caring about your customers is not when things are going well, it's when issues arrive. We were placed in a room where the heating did not work. I contacted the front desk and someone was sent to try and fix it- Gonzalo. After 30 minutes or so there was no change so I had to follow up with front desk. I was initially told that I couldn't move rooms because of availability and the manager had agreed to give us a portable heater and free dinner in the adjoining restaurant. I did not agree to this for two reasons. I had just arrived from USA on a long flight and the amount of money I paid per night to stay here. The resolution had to be different. Eventually we were given the opportunity to move to an upgraded room for 1 night but told we would have to move back once the situation was fixed. It was a little annoying but I was quite alright with 2nd option. I must say that through the entire encounter, Gonzalo was amazing!! He was empathetic, forth coming and assisted us with leaving and returning to our original room. I never spoke or saw the manager. I was only being provided info through the front desk or him. I still enjoyed my stay despite the situation. Breakfast is always one of the best parts of the stay and the hotel Christmas decorations was top notch. The outside decor was a hit! Everyone took pictures in front. Overall I was OK with how things worked out. I jus