Urso Hotel & Spa, Madrid

I stayed at the hotel with my friend for a short trip to Madrid, for watching a Champions League match. The rooms are comfortable. The location is excellent, making it a strong choice for a stay in Madrid.

I booked Urso Hotel & Spa through my Chase Sapphire Reserve points, part of the Edith Collection, which promises early check-in (upon availability), late check-out, an upgrade, $100 credit, and a welcome amenity. On paper, it sounded like a perfect five-star experience. In reality, it was anything but. We arrived at 10:00 a.m. and were told there were no rooms available—and no idea when one might be ready. Fair enough, but when I politely asked which room category we’d been assigned, I was curtly told there would be no upgrade because the hotel was “full.” The receptionist’s only suggestion? “You can sit in the lobby or go out for a walk.” I asked if we could at least have breakfast while waiting and was told, “Of course—but you’ll have to pay.” A warm welcome indeed. When our room was finally ready, we discovered it was a handicap-accessible room, complete with a shower that flooded the entire bathroom floor. So much for comfort. When I asked to move, I was told there were “no other rooms available”—unless I wanted to pay €600 extra for a suite. The so-called “gift amenity” was a single chocolate, the same one given during turndown service. I’ve received more thoughtful welcomes at mid-range hotels, let alone at supposed five-star properties. Breakfast the next morning was chaos. The staff looked half-asleep; my eggs Benedict never arrived even after 30 minutes and three follow-ups. The spa? A single large jacuzzi pool, no sauna, no steam bath—hardly the “spa experience” they advertise. Urso may have the decor of a boutique luxury hotel, but the service standard felt more like a tired three-star property. For a brand under the Edith Collection and affiliated with Chase’s luxury portfolio, this was a glaring disappointment. Perhaps I’ve just been spoiled by what true five-star hospitality looks like in Asia—where guests are valued, not tolerated.

Luxury boutique hotel in a quiet area. URSO offered friendly service and an escape from the busy city, but was close enough to everything we wanted to do and see.

Ideally located in the heart of Madrid, The URSO hotel is a perfect hotel for relaxation and to explore the city. Great staff, comfort rooms and a very good restaurant

Great rooms, quiet location, about 20-30mins walk to museums and palace etc, Top staff, special call out for Luciano, who were so friendly and helpful. Unlike other reviews, I loved the firm mattress and the quiet location meant I slept like a log (English colloquialism for extremely well). Good gym and there was a small spa and steam room as well (not included in the standard rate and not suitable for children). Also, while we gave 5* based on our experience, we didn’t eat in the hotel so no comment on that aspect. IMO, if you want to be right by the ‘action’ or don’t like walking in the hot months (downhill to the centre / uphill back) then this probably isn’t the place for you. Otherwise 👍👍👍👍👍