Four Seasons Hotel, Madrid

I just wrote an article about how luxury hotels systemically fail at creating an authentic, positive guest experience. This Four Seasons property in Madrid does it right. They get it. It’s not about fine china or a fancy living room. It’s about being thoughtful and kind to guests. Four Seasons staff exceeded all my expectations. They anticipated everything. They laughed at my stupid jokes without patronizing me. They brought me kind little gifts and remembered my name. They get 11/10. All of them. The check in staff, the concierge, the security people, the valets. They are superstars. I will come back to Spain and Madrid only to stay at Four Seasons there.

There are truly not enough superlatives to describe this property and its staff. The service here is the best we have experienced in recent memory, every team member in each department we interacted with was fantastic. The building is historic with modern amenities and a simply amazing location. True luxury, flawless in every respect. We have already booked our next stay.

I am staying at JW Marriot Madrid and I didn’t like the options for the breakfast there so I crossed the road and came to this fabulous terrace view and found unlimited options for breakfast, I asked for special green salad and pumpkin seeds as what I love to eat. I had the best salad I had in Madrid and there is a Chif his name Yaseen who welcomed me with amazing salad full of vegetables green and cheese and fruits , for sure this is my place from today and every day while I am here in Madrid . Thank you four season and thank you Yaseen you made me feel home, and my stomach happy 😁

I had a surprisingly unpleasant experience here. When I arrived, I was greeted by someone who came across more like a security guard than hotel staff — very aggressive in tone, standing directly in front of me, and questioning me as though I didn’t belong. I only wanted to have a drink at the bar. The hotel was nearly empty, yet when I reached the bar area, another staff member told me every table was reserved, even though most of them were visibly open. She also oddly referred to herself as “just a low-level waitress,” which added to the sense that the team was operating under some kind of fear or pressure. The vibe overall was tense and uncomfortable, nothing like the warm service I’m used to in luxury hotels around the world. Even the Christmas decorations felt oddly mismatched, giving more Monaco casino vibes than festive elegance. I might give it another try next time I’m in Madrid, but this visit was a definite miss.

I visited Four Seasons Madrid with a group of six for breakfast and unfortunately our experience was shockingly below the standards associated with this brand. The day before our visit we called the hotel to make a reservation and were clearly told that breakfast operated on a walk-in basis and no booking was needed. Relying on this information we arrived the next morning only to be turned away at the seventh floor restaurant. We were told that the information we received was incorrect. Despite several empty tables the staff made no effort whatsoever to help us, accommodate us, or even explore an alternative. What was most disappointing was the complete absence of basic hospitality. They did not offer a single gesture of apology, not even a simple cup of coffee while they looked into the situation. We were left standing there with no explanation, no support, and no courtesy from the team. I strongly advise you to stay away from this property. Do not visit for breakfast and I would not recommend booking a stay either. There are many hotels in Madrid that respect their guests and understand service recovery, and unfortunately this was not one of them. I hope management seriously reviews and corrects these issues, because right now the service does not reflect true luxury hospitality.