Ilunion Atrium

We are frequent travellers all over the world. And this hotel does not meet the requirements of a 4 star hotel.

It’s beautiful and modern in reception. With a nice bar and terrace. The food in the bar was a good standard and the service was ok. We did not eat in the restaurant or have breakfast as it was very over priced for limited selection when you can get breakfast locally for €9 for both of us in total including drinks. (See my other reviews).

However at check-in they were unfriendly and I told them it was a special occasion for us and nothing was said or done for us. This is unheard of in a 4* hotel.

The bedroom - the TV was broken, the bathroom was old and tired needing decoration. Someone walked in to change a light bulb without knocking. They forgot to leave us water in the fridge. The towels were dreadful - some needed to be binned they were full of threads. The air con was good and powerful and we were happy to have a bath and shower. The double bed was very comfortable and we slept well. There is no mirror on the dressing table which makes getting ready very difficult. But it was good to have a safe.

Swimming pool - only open (May-Oct) 12noon-8pm. This is not good timings especially when it’s so hot. It is very small. And only has space for 38 people. But towels are provided. One of the life guards was very rude - said we couldn’t wear sunglasses in the pool (mine are prescription) so we took them off but then x6 others had sunglasses on and were not asked to take them off.

The location is far from the centre but there is excellent transport options. The best way is to get a tourist pass (red card) for the amount of days you’re here, we did x4 days which was €40 each and then the card is free (get for full areas) then you can use on buses, trains and the metro. The best route is the no 53 bus (from the bus stop 3 minutes walk away) to Ventas. Then get the metro (green) no 5 to Gran Via which gets you to the Main Street of Madrid. It takes around 45 minutes door to door. This is a business district but there are local restaurants and a shop in 6 minutes walking distance.

Check-out I was not even asked if I had a good stay just “thanks - bye”

We are very confused to read about all this excellent service from the staff as we did not have this. Maybe because we are not Spanish. However we speak Spanish and we live in Spain 🤷🏼‍♀️

Overall this rating is a 3 due to all of the above. We will sadly not be retuning and do not recommend this hotel as a 4*

I will be very honest with my review and give reasons for my rating as well.

I stayed at the hotel for 1 week, which is a lot longer than most people. So it's enough time to experience everything.

1. Service.

This is the worst part. None of the staff speak fluent English and most of them are rude and hostile, especially at the food section.

- The front desk staff is better, but they too struggle with English, except one gentleman on the night shift who wears sunglasses ( he's an exception). He speaks English and tries his best to help you.

- The room service is available only from 4 PM to 11 PM.

- The cleaning staff does not care about the card which says I'm resting. Or when it says that please clean. They'll also just rudely open the door and storm in, WHILE YOU'RE INSIDE.

2. General Ambience and location.

The location isn't too bad and it's in the city center-ish. Local transportation is easily available, although I uses Uber mostly.