So, it basically goes like this...myself, partner, and our 3 children graced your lobby for some refreshments. Paid for a coffee and some ice-cream for the kids. Paid for same at reception, unfortunately, the lady at reception didn't appear happy to serve us. She looked disinterested when she asked for our room number and we explained that we are non-patrons. Reluctantly, she took our €16 for said items (personally, somewhat expensive for what we got). Nevertheless, we sat in the lobby and consumed our purchase. As we were about to leave, we asked for some water for the children. What then followed truly astounded us...the lady at reception informed us that we are not entitled to the water because we don't have a room, basically informing us at that point that we had no business gracing her lobby because we didn't have a room. How absolutely disgusting of NH Madrid Sur. Never in our lives of extensive travel have we ever felt so embarrassed by the conduct of a receptionist who, in most cases, is the first point of contact when entering a hotel. In fact, just the other day we dropped in to the lobby of H10 Villa De La Reina Hotel Madrid and were treated most beautifully (and no, we didn't have a room!). We have used NH hotels previously, but this sort of behaviour completely puts us off now. I might add that there wasn't a single patron sitting in the snack/drinks area and the receptionist was certainly far from being run off her feet...perhaps frontline duties are not for her! Anyway, I am not happy at all so it's up to hotel management to deal with this. However, if that is their policy not to serve non-patrons then it's a very sad world indeed! For information, we visited the hotel on the evening of 15th April 2019.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.