Thompson Madrid

UPDATE: 23/01/2026 Booked this hotel while getting stuck in Madrid due to the train accident in Adamuz. This time, the stay is an improvement over the previous one, but they still have quite a lot to improve on. THE NEGATIVES: Understandably it's January, early in the new year, so there seems to be a lot of new staffs. I see a few staffs who are still unfamiliar with the spaces as well as the hotel policies, particularly in the room servicing (cleaning) department. In the dining area, my guest's order of Spanish Welcome Set during breakfast was completely forgotten, so I ended up eating by myself while he was just watching while sipping his coffee. It was a bit awkward, to be honest. They really need to step up their games on the customer-facing staffs. THE POSITIVES: Apparently now they upgrade their olive oil welcome amenity kit to a 500ml bottle, which is highly appreciated in this tough economy. Moreover, the breakfast space on the rooftop is a massive improvement (spacious, beautiful view, airy) over the previous one (cramped, very busy, and little ventilation). Hope they get their games up before the opening of their new branch in Sevilla. ---------- I cannot deny that Thompson Hotel is good. Location is perfect, rooms are cozy, views are incredible, and the vibe is top-notch. But the housekeeping leaves much to be desired. Everytime my room was cleaned, it was left in the randomest state you can possibly think of. One day they gave me 2 free bottles of water and huge stacks of toilet rolls, the other they gave me none and took away all toilet papers in the bathroom even when I hadn't used them. Same with the coffee capsules. Everytime I went out, I always thought, "Will I get more or less today when I get back to the hotel?" The housekeeping leaves you at edge because you're basically on lucky draw every single day. Another big letdown: the Guest Experience team, which honestly is utter mess of "overpromising and underdelivering." I stayed here for a week (7 nights) and for the last 2 nights, they couldn't accommodate me in the same room. I was fine with that. They told me the evening before I had to change room that the room I'm assigned to for the last 2 nights would be ready for me to move to "in the morning." I told them it's not necessary, and that 12:00pm-2:00pm would be fine. They replied back that they wanted to provide a better experience for me, so OK. I decided to leave my room so that I can move to my new room, thinking it'd be ready by 11:00am or so, and LO AND BEHOLD the room wasn't ready and I was requested to wait at the lobby bar for almost an hour like a forgotten guest. If you want a room with less stellar rooms but at the very least services with better consistency, Hyatt Centric Gran Via just right around the corner is a better choice.

Very centrally situated, the Thompson made for a great Amex Fine Hotels and Resorts (FHR) booking. While the hotel is clearly catered to summertime travel, my winter stay was memorable and enjoyable. Check-in: I arrived before 9am, well before my allotted noon check in time from my FHR booking. As expected, my room wasn't available, but the staff were able to process my arrival paperwork, confirm that I would be upgraded to a deluxe king room, and take my luggage to make my arrival as smooth as possible. I was offered a welcome drink to enjoy at any time during the day. A few hours later, they sent me a message to confirm that my room was ready, and the staff had already moved my belongings into the room by the time I arrived to get my key. Room: My room was stylish, with some quirks. Lighting control was intuitive, and allowed for both full brightness and dim options. The bathroom thankfully had a solid door, though the toilet was in a strange glass room next to the shower. The bathroom was well-provisioned and modern, though some surfaces looked prone to staining. I appreciated the numerous storage options, though the lack of enclosure for the hangars was unfortunate. A feature of my deluxe room was a Juliet balcony overlooking the plaza in front of the hotel, which was a beautiful (if not terribly usable) feature. Unfortunately, the room lacked a desk, which would have been appreciated. Amenities: The hotel has a beautiful collection of amenities. There is a full restaurant on the top floor, with another opening in a few months on the lobby level. The rooftop restaurant has beautiful views of Madrid, and has an interesting indoor/outdoor feel to it. Food was delicious and staff were very attentive, making it a great use of the 99 Euro food and beverage credit offered by FHR during my stay. The rooftop infinity pool was gorgeous, though closed during the winter months. There was also a lobby bar and basement "Irish-style jazz club," though I was not able to try either of these during my stay. Note that the basement location is not a permitted place to use the FHR credit. Service: Service was fantastic throughout my stay. Upon arrival, I encountered a welcome gift of a hat and bottle of olive oil in my room. Later in the evening, a housekeeper brought another gift of a little box of chocolates. Staff were very helpful throughout my stay, offering recommendations of things to do as I was leaving and what to drink when I arrived at the bar. I was consistently impressed by my interactions with the staff. Bottom Line: The great location walkable to major sights, plus the additional goodies through FHR made the Thompson a great place to stay in Madrid. Points are also great value, and I'm happy that I have many great options to book a future visit.

The Thompson is a beautiful property in a spectacular location which is a shame because the hotel could be amazing. Instead, it is one of the worst properties we have ever had the misfortune to stay at. From deceptive marketing practices which represent rooms as being suites to “managers” who are rude, patronizing and lie to guests, this place is simply appalling. On check in we were given a suite that did not match the description on the website, with drapes falling off the rails and a toilet/bidet that was broken. No useable toilet for $1300 per night! We were presented with another room they tried to pass off as a suite, whose toilet/bidet was also broken. TripAdvisor cannot post videos but if you are seriously contemplating the mistake of staying at this place, message me and I will send you a clip of the bidet which ran constantly at a sound loud enough to wake up anyone in the room (that a "manager" tried to pass off as normal). It was literally laughable how bad this noise was. Other issues (which pale in comparison) include thermostats that are overly complex and require YouTube research to figure out unless you want to freeze (the heat took 35 minutes to turn on in January) but were nothing compared to the “blame the customer” mentally that “management” has here. We were paid guests in supposedly one of their best suites, imagine how you will be treated booking a regular room. This place was so bad we checked out 2 nights into a 4 night stay; it nearly ruined our visit to Madrid. Please do yourself a favor and stay anywhere else to spare yourself the Torture of the Thompson. If anything, I am understating how bad this experience was, a true blemish to Hyatt and the Thompson brand.

I had a great 5-night stay at the Thompson. When I checked in I was grateful to receive a free upgrade to a king-size corner suite with a large wrap-around terrace. Although the price was not cheap, the value was very good compared to other 5-star hotels in the City center. Service was great throughout and the location is perfect - just a block or 2 from the Gran Via in one direction and Puerto del Sol in the other, and also midway between the Royal Palace and the museum district. The only thing a bit off was the breakfast - great service but so-so food. On the other hand, the bars in both the rooftop restaurant and Jack's Club in the basement make superb innovative cocktails. Usually I prefer to stay in older, more traditional properties. However, I would be glad to stay here again on my next trip to Madrid.

Excellent hotel. Perfect location just steps from puerta del sol. Exceptional staff. Everyone is courteous and friendly.