Urso Hotel & Spa, Madrid

My wife and I stayed at the URSO with family for several days in early March 2026. The hotel is centrally located, the facilities are beautiful and the staff are unfailingly warm and helpful. Luciano, the concierge, was especially helpful!

I loved everything… The well appointed lobby, the beautiful breakfast room, the perfect location and our room.

FANTASTIC!! Our stay at the Hotel Urso was truly wonderful in every respect. I’ll break it down, but first a little background. We are 3 couples/family members traveling through Madrid and Andalusia together. Our aunt is a healthy 89 year old and she’s still 89. What did we like about the Hotel Urso? Everything! Location - It can’t be beat. It is a short walking distance to a market, convenience store, different types of shopping streets, restaurants and, if you don’t mind d a little longer walk (20 minutes), various sights. Rooms - Beautiful and spacious. Two of the couples had a suite and a junior suite. One had a room. All of us were completely satisfied. One would imagine the suites would be spacious, and they most definitely were. The room? Also very spacious with two comfortable lounge chairs and a table between them. In most American hotels, you’re lucky to have one seat. Perks - Every day, the staff refill glass bottles with water (for my environmental heart, this makes me happy). We received a fruit platter upon arrival. And every evening there is a turn down service where they leave more water and some dark chocolate. Yum! Every evening there is live piano music in the lobby. Quite lively and delightful to sit in the lobby, have a drink, and talk with music in the background. Restaurant - The hotel restaurant is lovely. Great food, attentive service, beautiful decor. Service - We went to Luciano at the concierge desk for all our questions and he was both knowledgeable and attentive. When we gave him both positive and negative feedback about a restaurant we had just eaten at, he took the feedback and called the restaurant that day. Luciano helped with reservations, directions, everything. The staff at Hotel Urso obviously have been hired for their friendly customer service and ‘can do’ attitudes. And they’ve been trained too. It was always so nice to walk down the stairs in the morning g or walk through the front entrance after exploring and be met with warm and friendly smiles. We cannot recommend Hotel Urso enough! If ever we return to Madrid, this will be our hotel of choice.

We absolutely loved our stay at Urso. The location is incredible — perfectly situated for exploring Madrid and just steps from easy metro access, which made getting around with our family seamless. The hotel itself is beautiful. The decor is stunning — elegant, warm, and thoughtfully designed in a way that feels both luxurious and welcoming. What truly made our stay exceptional, though, was the service. It was impeccable from start to finish. The team was extraordinarily accommodating to our entire group — including our young children and grandparents. They showed particular kindness and flexibility when my stepmother wasn’t feeling well during our visit, which we deeply appreciated. From the concierge to the bellmen to the front desk, everyone was incredibly helpful, gracious, and attentive. We would stay here again in a heartbeat and wouldn’t hesitate to recommend it to anyone visiting Madrid.

Having booked a spa day at your hotel, our experience began poorly with coffee orders being completely mishandled multiple times. The initial drinks were wrong; the second batch was clearly made by an inexperienced barista, and though the third round was drinkable, the coffees were lukewarm at best. Following the spa, my daughter and I dined in the lounge/bar adjacent to reception, where the service deteriorated to an unacceptable level. Staff entirely ignored the tables; we had to repeatedly flag them down just to place or reorder drinks. After ordering a starter to share and identical mains, we were subjected to an outrageous wait of nearly 30 minutes before all dishes were brought out simultaneously. The starter arrived cold, and one of the mains was incorrect. After waiting another 22 minutes, a replacement main arrived stone cold except for the fries. Despite informing a waiter before eating, no apology, offer of compensation, or even acknowledgment was made. When we requested not to be charged for the incorrect cold main, we were flatly refused. A female staff member claimed to be a manager, and when we insisted speaking to genuine management, the F&B Manager Matias arrived only to deny any responsibility or rectification. Our request to escalate to the Hotel Manager was also denied on the grounds of him being “too busy,” with Matias claiming he had consulted the Hotel Director to enforce payment for the substandard meal. Matias later compounded the distress by blatantly lying, twisting our words, and fabricating a version of events designed to avoid accountability by saying it was the “hotel direction that we should pay”. This culminated in an unwarranted threat of police involvement, forcing my daughter to call the authorities. The police instructed us to file a formal complaint, which we did. Matias refused to translate his Spanish complaint form, and when pressed, his verbal explanations were evasive and dishonest. We view this behavior as a gross betrayal of customer trust and a stark violation of basic hospitality principles. It is not about the €20.00 charge it is about the principle. Dishonest, ill-trained, and argumentative staff with no sense of service or integrity have left us appalled. We have escalated this complaint to CEO Victor Vacas and the hotel’s stakeholders via LinkedIn, as this level of ineptitude and deceit is utterly unacceptable. There are countless far superior dining options in Madrid. We will certainly not recommend this hotel to anyone and expect a full investigation and an appropriate response to restore customer faith.