NH Collection Madrid Palacio de Tepa

We ordered a 3 night vacation. We arrived late evening so we had a late check in to a room that smelled like sewage and didn’t have ac working. We talked to the receptionist which told us he would change the programming of the ac, which was programmed to fixed temp for the entire hotel to an optional selection for our room but that didn’t help, and there were no other free rooms. As he didnt offer a helpful solution we were disappointed but because it was late at night we decided to wait for morning and try to resolve the malfunction in the morning or switch rooms. In the morning we were promised to change rooms to a clean room with working ac after check out, but to our disappointment we were switched again to a room with no working ac. When we confronted the staff about it, We were told that the temp in the hotel is fixed and can not be changed, as the weather is cold and ac is not necessary to their opinion. We insisted that ac is important for us, the room is not and unventilated and we paid for a 5 star hotel with the basic amenity of functional ac so we can choose if to use it or not. This was particularly aggravating because we then understood that the first reply that they will make changes with the ac in our room was a lie as the staff knew it it’s not possible and didn’t update as in time to find a different place, being stuck the day after in the same situation- late at night with an ac which is not working toough we were assured will, with no other place to stay. Very bad experience, I would not recommend.

This is an excellent hotel. All off the staff—front desk, customer services, bellmen, housekeeping, the bartender, and the waiters—were friendly, professional, and responsive. Bed was super comfortable. Rooms clean. Location is great. A perfect place to stay when visiting Madrid.

Amazing hospitality and lovely atmosphere. Beautiful breakfast special thanks to Maria Patricia Jonathan and Luna. Loved our stay

All of the staff are helpful and professional. The Bell Hop people arranged taxi rides. Especially helpful was the Concierge, Patricia! She helped us get our lost luggage and scheduled or canceled tours.

We have just spent 4 days in this beautiful and welcoming hotel. We had a lovely surprise on arrival as we had a room upgrade. The room was stunning, very clean and the beds were very comfortable. The staff were all graciously attentive and welcoming. The hotel’s location was perfect - we could walk to all of the main sights. We thoroughly recommend this hotel.