NH Collection Madrid Paseo del Prado

Where do we even begin? Our stay began with a disorganized check-in process through AmaWaterways. For a hotel that caters to travelers arriving through a luxury cruise line, things should have been seamless upon arrival. Instead, nothing was prepared, and the experience was chaotic—despite using the app and following all recommended procedures. That said, the staff was kind and gracious throughout—until Monday, when everything fell apart. When the power outage affected Spain, Portugal, and parts of France, the lack of preparedness and response from your hotel was nothing short of shocking. No communication. No backup generator. No Wi-Fi (even though other hotels nearby had it). No emergency lighting or flashlights. No food or snacks provided—not even from the stocked minibars in rooms. No assistance for guests stuck on upper floors with no working elevators. Many of us were trapped on the 7th floor, unable to safely go up or down stairs due to health conditions or age—and still, nothing was done. Other hotels around Madrid made every effort to help their guests—offering snacks, whatever food they had available, and working to provide updates and support during the blackout. Meanwhile, your hotel offered nothing. To add insult to injury, during checkout, we were asked whether we took anything from the minibar—really? You didn’t offer a single item to guests during a crisis, yet you want to charge people for chips and water when there was literally nothing else available? We couldn't even connect to the internet without walking to a nearby hotel just to use their Wi-Fi. This level of disregard for guest safety, comfort, and basic decency is completely unacceptable. We met several travelers at the airport who stayed in other hotels—and none of them experienced anything close to this level of neglect. In fact, most described how other hotels bent over backward to assist and reassure guests during the outage. Here? Radio silence. It’s a real shame that this experience left such a bad taste in our mouths—not just for your hotel, but for Madrid overall. We’ve traveled extensively and rarely encountered this level of mismanagement and indifference. Guests deserve better.

Service level and hotel needs polishing to be in keeping with the other many 5 star hotels in the areas

Fue una muy agradable experiencia alojarnos en este hotel. La ubicación es buenísima. La atención, el apoyo y la amabilidad de todo el personal nos hizo la estancia muy placentera. Agradecemos mucho y les felicitamos por su atención al cliente. Las habitaciones son pequeñas pero muy acogedoras. Volveremos!

We had a wonderful 2 night stay at NH Collection, Madrid Prado. The reception staff was super co-operative and Ms Lucia Varade at the guest relations assisted us well in organizing our tours and tickets. Ms Albudena Santos De Castillo, Front office manager was very helpful and personallu checked upon our stay comfort multiple times. The hotel has got a good breakfast spread as well. And there was a taxi stand just next to the hotel. The hotel is walking distance from Atocha Station a d and at Central Madrid square where everything is easily accessible. Overall a comfortable stay and will definitely wish to come back anytime soon.

Está en pleno centro, cerca de museos y restaurantes. Apetece salir a pasear por la zona. La habitación es muy espaciosa, con cristaleras con vistas al exterior y a la Fuente de Neptuno, puedes disfrutar de la carta de almohadas y tu Nespresso. El baño tiene todo lo que necesitas. Muy atento el personal en recepción.