Four Seasons Hotel, Madrid

I have stayed at the Four Seasons worldwide when I travel so I was looking forward to having a drink before dinner at the hotel´s lobby bar. We were dressed formally because we were going to a birthday celebration afterwards. When we arrived, we were warmly greeted by the doorman and staff. We arrived at the lobby bar which is open in the middle of the public lobby. It was mostly empty but we waited for the hostess to arrive after five minutes of waiting. We were asked if we had a reservation which we did not (it is obviously not the most sought after place in Madrid) and if we were guests of the hotel. We explained that we came for a cocktail since we had an event to go to after. We were told by the hostess that the lobby bar was fully booked (which almost made me laugh) since it was 19:30 and mostly empty. So we asked if we could have a drink at the bar....not ideal but we were trying to be accommodating. Again, we were told that the bar was also fully booked. What made this offensive is that the hostess was likely told by the management to keep the lobby only for hotel guests but since it was mostly empty this made no sense whatsoever and certainly not the standard of the Four Seasons as a luxury experience. So we took out business to the Ritz which was both welcoming and elegant. As a visitor to Madrid from Paris, I would have loved to have experienced the service at the Four Seasons because I travel to Madrid often and would have stayed at the Four Seasons. But if this was any reflection of the lack of service and entitlement, then I will happily go to the other luxury properties in Madrid. We passed by the Four Seasons later and it was even more empty than when we were there so I guess this ridiculous policy is doing a good job keeping revenue down.

From arrival to departure the December and January stays were flawless. The service of the team and ability to anticipate guest needs was amazing. The planning of the Concierge and Guest Experience team was seamless and went without a hitch. The rooms were immaculate and well stocked with waters, coffee as well as the welcome amenities and goodies. The food at both the Patio and Dani were delicious and team incredibly attentive. The team from the Concierge, Guest Experience, Reception and Bell Desk referenced us by name and offered an unforgettable experience. The 90-minute spa treatment was exquisite and relaxing. The Four Seasons team's service and the experience encountered was simply phenomenal.

Unfortunately our dinner at Isa Bar / Restaurant was substandard. We entered the venue at 8.30pm and left at 10.30pm just two of us due to the delays in food and drink service it took 2 hours in total …Edamame took 15 minutes, Sashimi 30 minutes, Pad Thai came after one hour… Black cod after 1 hour and 30 minutes. Drink service was also delayed and we were sitting at the bar…no apology and no manager presence. The lady bartender behind the bar was overwhelmed and she did not show any empathy towards our delays. She seemed more interested in talking to her friends at the bar than addressing our obvious delays in service. She also many times scolded her bar assistant. Not really what you expect from an FS. Mistakes always happen and we understand this but no one seemed to care.

Incredible Stay! Unbeatable Service Everything was more than we could have imagined. The staff really made our stay special. Very friendly and attentive. Food at the restaurants is very good. Nice quiet hotel in the heart of Madrid. My husband said it was “hands down” the best hotel experience he has ever had.

Very good hotel... And at Dani's restaurant is the best waiter that I meet in my life called Christian! Thank you so much!The best service that has been done to me and my colleagues by Mr. Christian! The rooms were very nice and the whole atmosphere very good!