NH Collection Madrid Palacio de Tepa

This hotel is more of a 2 or 3 star hotel at best due to their unfriendly and argumentative staff with very little hospitality skills. I was not greeted by a bellman upon my arrival and had to take all of my family’s luggage (6 pieces) up the steps after a long flight from the US with a layover in Barcelona for a few hours. As we are checking in, the girl at the front desk asked if I was aware that I only booked a room for 2 people and that there weren’t rooms for 3 people because we had a 6 year old child with us. I told her that we booked the room that way on purpose since our child would sleeping in the same bed and she said that she would allow it for this one time and that they don’t have extra beds. What type of 5 star service is that? I then told her that we had reservations at El Botin that were made in September 2025 since they are always booked and that I would like to know if the rooms would be available prior since we needed to change and did not want to miss our reservation, and she told us that she did not know when the room will be ready but that we can change in the lobby bathroom. At this point, I already wanted to change hotels before I even got my room. When we got to our room, we noticed we did not have Netflix, Amazon prime or YouTube on our tv and found that to be strange since all other hotels typically have that on their smart tvs. We were told they didn’t. The next day, as I made my way to the breakfast room, a male employee told me that I didn’t have free breakfast included after I was verbally told that we had free breakfast at check in the day before. I mentioned that this was yet another mistake from the hotel and he insisted the mistake was mine and he also had to egotistically let me know that he heard about the incident with his coworker the day before. The whole experience was terrible and I the only mistake I made was choosing this hotel. I would suggest staying at the NH Collection Suecia-Madrid. We have stayed there a few times and never had any issues there.

When I got to the hotel I was not greeted by bellman and had to take my whole family’s luggage up the steps before being greeted by anyone. Staff began giving issues regarding amount of people in room because of our 6 year old because the reservation was only for my wife and I and that the room wasn’t ready yet. When we asked when th room will be ready the response was that they were not sure. Later, another staff member got upset because I did not like how I was being attended at the hotel and began to argue in front of other guests. Inside the room they don’t have Netflix or Amazon Prime or YouTube on their smart tv’s. This is a 3 star hotel at best in my opinion due to service mainly.

An OK hotel but not sure why is rated 5*. There is nothing luxurious about it, at least to other 5*s. Room service is not top either, 1 day they didn’t even pass by although we were out and about most of the days. Also left empty bar glasses behind, I guess we were supposed to bring thise back to the bar?? Then we asked for 2 simple covers instead of 1 large one, for some reason that request was never understood, although we explained 3 times in 3 different days, they kept giving us 2 large king size covers, 2nd one with no sheets. Weird. These are minor things but not OK for a 5*. The location on the other hand is great.

This is a boutique hotel in an excellent location near restaurants and bars and not far from the main tourist attractions. The design of the hotel around an inner courtyard meant that there is no traffic noise so quiet night’s sleep. The staff are exceptionally friendly and so helpful. Very relaxed ambiance in the hotel.

We are fans of Santa Ana Square because you can walk to museums, Atocha train station, Plaza Mayor, etc. We have stayed at several hotels in the area before and would certainly return to this one. The staff and breakfast were superb. The rooms were richly furnished, quiet and comfortable. We had 426 with a little sitting area and huge windows to the courtyard. No matter when we returned to the room it was always freshly cleaned. We enjoyed the little museum that tells its history as a palace. One small con - on our last night (Monday) there was some music from a jazz club but we were reassured that it would finish by 11. We were puzzled since we stayed for 8 nights and never heard anything from that establishment next door on the ground floor before. Maybe the noise came in from some pipe? They did stop promptly at 11 though.