Urso Hotel & Spa, Madrid

Beautiful hotel in a great location! We enjoyed our stay there very much!

We adored this hotel. The room was so inviting and comfortable and the beds engulfed you like a blanket of clouds. The staff were beyond caring and kind. Sarah at breakfast was an absolute stand out with such friendliness and exceptional service. The buffet selection was excellent and they offered freshly squeezed juices and a menu on top of an extensive buffet offering. The position was excellent. A 10 minute walk to Salamanca the coolest area of Madrid. The bar was also cool and the barman mixed a great cocktail. This was a beautiful hotel in every way and we would highly recommend to anyone visiting Madrid anytime soon.

--- Having booked a spa day at this hotel, we expected a standard of service consistent with its positioning. Unfortunately, the experience fell significantly below short at every single stage. It was a diabolical experience. Our coffee orders were mishandled repeatedly. The initial drinks were incorrect, the second attempt was poorly executed, and while the third round was drinkable, all coffees were served lukewarm. This early lack of care proved indicative of the overall experience which was absolutely dire. Following the spa, we dined in the lounge/bar adjacent to reception. The service here was particularly poor. Staff were unprofessional, inattentive, slow to respond, and consistently difficult to engage, I’d say even lazy. We were repeatedly obliged to attract attention simply to place orders or request follow-up. The overall impression was one of reluctance and lack of basic customer awareness. We ordered a starter to share and two identical mains. After an excessive wait of approximately 30 minutes, all dishes arrived together. The starter was cold, and one main course was incorrect. A replacement was requested; however, after a further delay of over 20 minutes, it arrived cold, aside from the fries. Despite clearly raising these issues before eating, there was no meaningful acknowledgment or effort to rectify the situation. Our request to have the incorrect and inedible dish removed from the bill was declined without satisfactory explanation. We asked to speak with a manager and were eventually attended to, but the response was dismissive and lacked the professionalism one would expect. Our concerns were not addressed constructively, and our request to escalate the matter further was not accommodated. Overall, the experience was disorganised and poorly managed, with repeated errors, minimal accountability, and a clear absence of customer-focused service. What should have been a relaxing spa day concluded as a frustrating and unnecessarily stressful experience. This is not a matter of cost, but of standards. Based on our experience, there are far better options in Madrid offering both quality and service.on every level it was beyond a terrible experience.

The hotel is worth it! Friendly staff, clean and spacious rooms, and nice facilities make it a comfortable stay. Housekeeping and turndown service was impeccable. Location is convenient with good transport and walkability but not perfectly central.

Extremely disappointing experience. The bed sheets in my room smelled strongly of body odor, making it impossible to sleep comfortably. When I reported it, I was told the valet driver would handle the issue after parking cars. I ended up sleeping on towels. The Deputy Manager, Patricia, responded by offering a bowl of berries and five sample sized skincare products, which felt dismissive and insulting rather than a genuine resolution. For a hotel that claims to be five stars, both the cleanliness issue and management's handling of it fell far below expectations.