酒店回复: Dear Tiantianpan, Thank you for sharing your feedback. We’re truly sorry to hear that your experience did not meet expectations, and we appreciate the opportunity to clarify a few points.Regarding the room assignment, we want to assure you that this is not a matter of discrimination. The layout of our building places most of the rooms with two beds in the central area, which is naturally closer to the elevators. Room assignments are based on availability and room type, and our team always aims to accommodate preferences whenever possible.We regret if this was not clearly explained during your stay and understand how this may have led to frustration. We also apologize for any discomfort caused by the room size or layout. While our design aims to reflect a modern and cozy atmosphere, we understand that space expectations can vary and appreciate your honest feedback.We’re committed to providing a welcoming and respectful environment for all our guests, and we take your comments seriously as we continue to improve.Thank you again for your time, and we hope you’ll consider giving us another opportunity in the future.Warm regards,Franziska HabelGuest Experience ManagerCanopy Madrid Castellana

酒店回复: Dear Asicf, Thank you for your kind review!We’re glad to hear you enjoyed our convenient location near the Bernabéu and the easy access to the airport. It’s also great to know that you appreciated the quietness of your room despite being near the elevator — our soundproofing is designed to ensure a restful stay.We’re especially happy that you noticed our water dispensers on each floor — it’s a small detail we’re proud of, and we love that it stood out to you!Thank you again for staying with us, and we hope to welcome you back soon.Warm regards,Franziska HabelGuest Experience Manager

酒店回复: Thank you for taking the time to share your feedback. We are very sorry to hear about the challenges you experienced during your stay.We want to assure you that room assignments are based solely on the room category selected at booking. Twin bed rooms are centrally located on each floor to optimize space and accessibility; there is no discrimination involved in this process. We regret if this placement caused any inconvenience.Regarding your experience at the front desk, we sincerely apologize if our team came across as indifferent or impatient. Providing courteous and helpful service to all our guests is a top priority, and we will address this with our staff to ensure improvements. We also regret any miscommunication related to breakfast arrangements and voucher handling.Your comments are important to us, and we appreciate you bringing these matters to our attention. We hope to have the opportunity to restore your trust and provide you with a better experience in the future.Best regards, Franziska (Guest Experience Manager)

酒店回复: Thank you for taking the time to share your feedback! We're glad to hear you enjoyed the convenient location and found it easy to access shopping and dining nearby. It's also great to know that our cleanliness met your expectations and that the breakfast, while not overly abundant, was satisfying and well-prepared.We appreciate your thoughtful comments and hope to welcome you back again soon!

酒店回复: Thank you so much for your great review and kind words! We're glad to hear you enjoyed the spacious and modern room, as well as the convenient location near shops and the stadium.Just to add a small note — while the bus takes around 20–25 minutes, the metro is actually a faster option and gets you to the city center in just about 10 minutes. We hope this helps for your next visit!Looking forward to welcoming you again!

酒店回复: Thank you very much for your detailed review!We're glad to hear that you enjoyed our convenient location and found our services and facilities to your satisfaction. It's great to know you appreciated the in-room amenities and the water stations on each floor. We hope to welcome you back soon for another pleasant stay!

酒店回复: Thank you so much for your kind words and wonderful review!We’re delighted to hear that you enjoyed our location next to the Santiago Bernabéu Stadium and that you found your room clean and comfortable. It was our pleasure to celebrate your special day with you — we’re so glad the birthday surprise brought a warm touch to your stay.We hope to welcome you back to Canopy by Hilton Madrid Castellana very soon!