This property has a lot of good going for it; more attention to detail would net an easy rating of excellent - our experience fell short.
The least important of which are the VIP Marketing failures - although the front desk acknowledged the free wine, it took nearly two days to appear; and, the upgrade was never offered. These are side bar distractions.
The one thing a hotel should never do is blame their guests for room issues - get your proverbial house in order.
Television, Telephone, and Room Safe not functional as well as Shower Drain slow creating some minor flooding.
Now, we didn’t come to Madrid to watch television - though local news is helpful. The Hotel home page screen was dated January 2018. If we had to call the front desk or need room service the room phone was out of order. The room safe error coded with each attempt to use. The shower drain would flood then drain then flood again. These issues took 2 days to be resolved.
The location is outstanding - transportation at the door step, walkable distances to attractions, dining and shopping. The Gran Via is noisy though - Police, Fire and EMS are kept busy and this is the main route - a reality of city life.