Westin Palace Madrid

We stayed at another beautiful hotel at the first quarter of our trip. And then booked this one for the last quarter. The location of the Palace was great, the hotel was beautiful. Our first couple of days were disappointing due to a lengthy wait to check in and a long check in procedure. While we waited for our room to be ready, we sat in the bar. It took an hour to order our drink. The following morning we went for breakfast. The service was slow even though there were few guests and our orders were forgotten. We loved our room. The bed was comfortable and there was ample storage. The staff could have been much more friendly and attentive. It felt like a lackluster uninviting experience. If chose again, it would mean staying at the first hotel and not The Palace. A “pretty face” at those prices, is not enough.

I am so sad to have ended my stay at this incredible hotel this morning. After 6 nights in pure luxury it is hard to go back to work and reality! Not only are the renovations stunning but the staff is what makes the hotel perfection. Prior to arrival Julia went above and beyond to select a beautiful room for me. At check-in Juan was a joy to talk with. A particular call out to housekeeping who were incredibly friendly, responsive to requests and tidied my room spotlessly. So...I guess it is clear that I highly recommend this hotel!

The manager is extremely rude and went out of his way to ensure we were not welcome. When we requested assistance he refused to provide his name or any type of assistance. I was happy to leave this hotel.

Beautiful and comfortable room. Impeccable attention to detail. Excellent service, delicious breakfast, and superb location.

The hotel is located in the embassy area of Madrid. The location is extremely safe and quiet at the same time, away from the central noisy area of Madrid and yet, close enough. I had booked the hotel for 7 nights at E600 per night. And yet, at check in the front desk was trying to pressure me to upgrade to a better (larger) room for an additional E200 per night. Something that my status with Marriott or my Amex Platinum card should have afforded. The room however, was very nice and well appointed. There was some frustration with the coffee bar in the room because they kept running out of tea and milk for the in room complimentary service. Apparently, this feature in the hotel is not replenished by room service, but rather a separate team The notable piece of excellent service and attention came from David Rodriguez, the Head Concierge. He was exceptional in making reservations for the Tuk Tuk Tours, a taxi service for Toledo etc. In addtion, when I voiced my frustration with the complimentary coffee and tea service, he took it upon himself to resolve the situation. One key caveat for frequent travelers is that if you book the hotel on the Marriott app (as I did in this case) all my amex platinum benefits, like complimentary breakfast and late check out were not offered to me although the payment was on the Amex platinum card. Additionally, for a person staying for an extended stay of 7 days, i did not feel like the hotel particularly cared do make an extra effort, beyond what David did on his own accord.