Upon arrival we were greeted by a receptionist with a somber pissed off i hate my job look. Yes she offered us some flat warm cava as a welcome drink but told us our room wasn't ready. The hotel was definitely not full judging by the few people coming in and out; not really trying to accommodate.
So we went for a walk around Madrid, came across a chinese spot in a parking garage on placa de espanya. Definitely go here, and I know you think chinese in spain is sacrilege, was better than a lot of chinese i had in NYC.
Got back to hotel, our bags were in our room, but the room had hair all over. Spots of hair on the bad, in the bathtub, on the floor, in the sink. The carpet had black stains all over, and the bed sheets had stains that probably don't come off anymore. Not a pretty sight for a supposed 5 start hotel. Called reception, they called up a maid who didn't speak english and we tried to explain that we wanted to change the bed sheets. She went about it quickly but with a bit of scornful "bloody demanding tourists" look.

Then we decided to check out the spa/hammam. There was a pool with interchanging underwater colourful lighting! but.. had some sort of dreadful chemical in it that stung our eyes almost immediately. Still atmosphere was decent. The hammam (steamroom) is big enough only for two people. Definitely not enough heat and dirty! The 2nd day we went there, it wasn't working at all and the person who is supposedly in charge of the spa kept telling us it is. Well when there is no steam and low temperature it can't be working properly. Still she thought about it and said maybe in one or two days they can have somebody come and look at it and then left. So that was lovely..

Had one very nice receptionist help me try to book a table at a nearby new restaurant unfortunately to no success and she was helpful with some relatively local spots.

The hotel in general has an aging look, which is strange since it's only been open for 3 years. She showers in the rooms have these large tiles but in the gaps you can see they haven't been cleaned for probably 3 years. Red/orange stains everywhere.. Not a pretty sight.

To claim this hotel 5 stars.. not sure who did the evaluation or maybe in the beginning when it opened it was nice. But going downhill fast.

The room was a good size facing the back of the building but the walls were thin, could hear, but not over the top bad at all.

It would be a nice 4 star place to stay in a chill neighborhood which is next to the metro and walking distance from gran via and all the places. But they should fix some of the small things that you immediately notice and probably stop you from come back like myself and my girl.