The Principal Madrid Hotel

Excellent staff all around service. They all could not do more to help. Sergio at the breakfast area certainly exemplified the service level.Hotel in a great central location.

Unfortunately, our experience fell well short of what we expected from a hotel carrying a five-star designation, membership in Small Luxury Hotels of the World, and a Michelin Key. In our view, the property is simply not deserving of these distinctions. From the moment we arrived, we were disappointed by the overall condition, atmosphere, and standard of the hotel. This was not an issue with the size or category of our room; the concern was with the property as a whole. The experience did not feel remotely consistent with what we would expect from a five-star luxury hotel. To be fair, the bed was comfortable and the bathroom was clean. However, these are basic expectations rather than features that, in our opinion, justify a five-star rating or Michelin recognition. They are the sort of fundamentals one would expect at a Best Western, rather than something that distinguishes a luxury property. We raised our concerns immediately upon arrival and explained that we genuinely did not feel comfortable staying. We asked whether we could leave with at least a partial refund as a goodwill gesture, but this was declined. Carlos, the manager, hid behind the hotel policy. We were later offered a suite upgrade (we booked the deluxe with terrace), but that did not address the underlying issues we had experienced with the hotel itself. Our disappointment is therefore not about the room category or the lack of an upgrade. It is about the overall quality, atmosphere, and standard of the property. Based on our experience, we would not consider this hotel to be at the level expected of a five-star property, a member of Small Luxury Hotels of the World, or a Michelin Key hotel. We hope the management takes this feedback seriously, as the gap between the hotel’s accolades and the experience provided during our stay was substantial.

The stay was perfect. The building feels very unique and welcoming, it is less like a hotel and more like a historic chateau. We had fun exploring and trying a different spot every morning for breakfast The staff is incredible, very professional but with an extra human touch. They made us feel special. Sergio for example would go above and beyond to greet us every morning with our favorite coffee. The breakfast itself was another highlight, there was no item that felt like a filler. Everything was very high quality, fresh and specially healthy. Instead of the usual buffet where it feels like you are snacking, this one had a menu at the table and they were all delicious. This added with the ambience made the hotel feel very cozy and it became part of the joy of staying in Madrid.

Not a great experience to start. Refrigerator does not work, huge issue, we have medicines that will spoil that is why we asked when our travel agent booked the room. Why? Don’t they check if they work prior to renting the rooms??? Now they can only offer same type of room but not sure if the refrigerator will work. Not offer to upgrade due to the major inconvenience, I would think they will jump and try to assist? Wouldn’t you??? I would, my reputation on the line. Hope this review will wake them up. We booked based on the recommendations from our travel agent and the location (this is not a hostel/or a substandard hotel!) It is supposed to be a boutique hotel. Not happy. I will post other reviews and will ask all my other coworkers who booked in the same hotel to cancel. Not happy……

Fantastic boutique hotel. Amazing location. Metro stop is across the street. Hotel team goes above and beyond. Was super helpful with restaurants suggestion. Provide a plug adapter for my use during my stay (life saver). A truly wonderful oasis from the hustle of Madrid. Room are comfortable. Bed was wonderful.