Thompson Madrid

My wife and I enjoyed a little over a day in Madrid in transit to our home in Australia. Our travel agent booked our accommodation at the Thompson Madrid but we had no previous experience of the hotel. Our short experience at the hotel was beyond our expectations based primarily on the friendliness and helpful attitude of the staff. These attributes of the staff appeared to be genuine friendliness, willingness to help and interest in us as people rather than simply being an expectation of their job.

The hotel is in a great central Madrid location with easy access to everything. From the moment we walked in, the front office staff, especially the manager German, went out of their way to welcome us and make sure all our needs were met. They were a great source of information on Madrid and things to do. The hotel is well-appointed. Rooms and bed are comfortable. Great breakfast and bar. Be sure to take the Spanish vermouth.

Bad communication - Arrived at hotel at 12pm, and waited until 330pm for room to be ready, which we understand the normal check in time is 3pm but the front desk staff is not clear in communicating the timeline at all and told us the room would be ready very soon while in fact we waited more than 3 hours. Noisy room - told us we got an “room upgrade” while in fact we got put in a room on first floor right next to the gym and above bar and restaurant on ground floor. We could hear loud music and bass thumping sound after 12am while trying to fall asleep. This is a room downgrade instead of a so called upgrade. Room amenity and bedding is comfortable but the staff service is disappointing this time.

Beautiful hotel with amazing views from the restaurant and pool. The bed and shower were amazing. A special place close to many attractions.

My husband and I very much enjoyed our stay at Thompson Madrid. As lifetime Globalist members with Hyatt, we’ve experienced many properties around the world, and this stay stood out for both its thoughtful service. The hotel’s location is excellent—perfectly situated within easy walking distance to so many of Madrid’s highlights, restaurants, and neighborhoods. It made exploring the city effortless and enjoyable, especially given how lively and walkable Madrid is. A special thank you to Juan Camilo and his front desk team for taking such great care of us throughout our 6-day stay. Juan went out of his way to assist with our requests, including showing us several different room types as we were considering the best option for a future return visit. That level of attentiveness and hospitality really made a difference in our experience. One small suggestion for management would be to consider extending breakfast hours slightly. Madrid is a famously late-night city, and extending breakfast (even just a little bit) until around 11:30 AM or even noon would better accommodate guests who prefer a more relaxed start to their day. Unfortunately, we were not able to experience any of the hotel dining options during our stay. Overall, it was a wonderful stay, and we look forward to returning in the future.