NH Madrid Zurbano

The only aspect of this hotel that received positive feedback is the spaciousness of the room. However, I was disappointed by the following issues: 1. Disposal of personal item: Despite being granted a late check-out until 4pm, when I returned to the hotel around 2-3pm to pack my belongings, I found the housekeeping staff already cleaning the room. I informed them that the room had not been checked out yet, and they left. However, during my final packing, I discovered that my contact lens box was missing. I notified the reception at check-out, and although their staff tried to help me locate it, but was unsuccessful. It was surprising and unacceptable to me that the housekeeping staff disposed of items belonging to guests, especially since my luggage and other personal items were still in the room, indicating that the room had not been checked out. 2. Bottled water: I was supposed to receive complimentary bottled water each night of my stay. However, when I arrived, no water was provided. I called the reception and requested it, and they delivered it to my room, promising to provide it for the following nights. The next day, upon returning to the hotel, I found that the room had been tidied up but no water was provided. I contacted the reception again, and the manager personally delivered the water to my room, assuring me that he would inform the housekeeping staff to provide it the next day. Unfortunately, the same issue occurred again the following evening. This repeated inconsistency was highly disappointing. 3. Delivery at the hotel reception: I had purchased items that were supposed to be delivered to the hotel. Before the delivery was made, I inquired at the reception if they could accept deliveries, and the staff confirmed that they could and assured me that the items would be kept with other baggage at the reception. However, when I returned to the hotel one evening to collect the delivered items from the reception counter, the staff informed me that there were no deliveries or baggage for me. They contacted their colleagues, but it seemed that no one was aware of any delivery. Eventually, it was discovered that some staff members had sent the goods directly to my room, causing confusion and inconvenience.