The pros: Great amenities and excellent breakfast (some of the best, flakey croissants I've ever tasted at a hotel breakfast). The location is close to the airport (they offer free shuttle pick ups and drops offs), but is a bit farther out from the city center. Suitable if you're just staying overnight in Madrid for a layover like we were.
The con: Staff and service are quite frankly, subpar. Their attitudes are cold and indifferent compared to every other hospitality I've stayed with. We had booked a shuttle for 7:30am so we could catch our morning international flight. My family and I were just waiting inside the restaurant (which, mind you, is only a couple feet away from the lobby for pick up). My dad went to check that the shuttle was here at 7:25am, but by the time he came to grab us, the shuttle had left and they wouldn't let us on the 8am shuttle as it was maxed out.
Really?? You couldn't even do a simple courtesy of letting us know that the shuttle was here?! The staff KNEW we had booked the 7:30am shuttle AND they had our luggages at hand. Their excuse was that the entire party had to be at the lobby at exactly 7:25am, but it would have taken an ENTIRE FIVE SECONDS for the rest of us to walk out. We have international flights to catch here; it's not like we can just casually wait for the next bus in half-hour increments. How ridiculous. If you can't even be bothered to lift a finger to help out your guests, your service is truly sad. Won't be staying here again, thanks.
starstar Iris Hsu
Very good room for a really good price for a city like Madrid. A free shuttle service to the airport every hour upon reservation. I don't know about the amenities. They have them, though.
starstarstarstarstar Francisco Ruiz de Mendoza
Just stayed the night to catch an early morning flight out of Madrid. Don't have much to share about service, amenities etc. Very well appointed rooms. Hotel is a 10 minute ride from the airport. The hotel provides free shuttle service to and from the airport. We waited for 30-plus minutes to be picked up from the airport the night we arrived. A blue colored mini van arrived with a very nice driver. He was fast, prompt and efficient. I think his name was Ruben (I could be wrong). We were picked up around 12:30AM. The lady at the front desk was also very fast, prompt and efficient. During the short stay of only 6 hours, we had no complaints.
starstarstarstar Deepak Ghosh
Unfortunately, we were never able to stay at the hotel due to the lack of hospitality that I experienced over the phone. The Front Desk manager was unwillingly to host us. I made a reservation to stay with the hotel, however I accidentally made the reservation for the night prior. I know this was my fault, however I received a lack of understanding or care from this "manager". I booked the reservation and called immediately afterwards to be told that it was my fault and that it would be charged the entirety of the night. I was looking forward to staying at this hotel and simply wanting to move it one night and the manager was of no help. I work at a 4 diamond hotel myself and understand that nothing can be done with third party reservations which is why I made sure to book directly with them so that I could receive quality service, however this was not given. It's not necessarily the money, it's the lack of hospitality. The manager had no care and didn't even try to offer anything to help. We ended up paying a little extra to stay at the Hilton next door. We should have known to book with an international hotel over trying to save a few dollars to stay at a hotel with lack of management training. I frequently travel with students to Madrid and have been in search for a hotel to work with the sales team in setting up a contract, so I hope that Hilton can help. :)
star Michael Guillen
We stayed here for one night during an overnight stopover in Madrid. It's conveniently located near the airport and they have a free shuttle that will pick you up. We had a ton of luggage and they were easily able to accommodate everything. The room itself was very nice and large by Spanish standards and came with some nice amenities. We ordered room service and were fairly happy with the quality of the food, especially considering how it's much cheaper than the restaurant. Overall, I would recommend this hotel to anyone passing through MAD.
starstarstarstarstar Sam Sachs
