Magnificent. From the location to the staff, this is a destination unto itself. I had submitted a request for a Suite Upgrade and was lucky enough to score one. The one bedroom, two bath + living room is beyond description. The next time I'm in Madrid, I won't be looking anywhere else, even in a regular room. This is the place.
This story is great from the very beginning. I made my reservations for the Palace Hotel in Madrid for my wife’s birthday. I then contacted the hotel to see what might be done to make our weekend their special. My first point of contact was Rachel Martins. She was professional, responsive, and honest from the outset. She stated that when we arrive that the hotel would do what they could ‘based on volume’ to assist in improving the room and would most certainly make my wife’s Birthday Breakfast special. Fast forwarding to our arrival. Wow! We arrived in our car and immediately Rey (Valet Staff) made us feel welcome and comfortable. He was so up and positive. He made me feel comfortable that our car and our bags would be handled and that we could begin our stay immediately. His professionalism and positive approach to his job were a wonderful way to start our stay. Step two was no different. We meet Alberto at the check-in desk. I start to explain that I was hoping for a possible room upgrade for this special weekend and he immediately went to work. He was gracious and wonderfully conversational. His wife shared the same birthday as my wife, and he kindly shared pictures. He also, unbeknownst to us, contacted Ms. Martins and she came out to greet us and convey that she had arranged for us to get our breakfasts on the hotel for weekend stay. We were honored and humbled by their graciousness. Ms. Martins went above and beyond as when we did arrive in our room we had a wonderful birthday wish card, cookies and a bottle of champagne. We messed up and did not identify our two backpacks in the front of the car as being necessary in our room. The valet (unfortunately I do no have his name) rushed straight down and brought them up within minutes. The next morning the efficiency and professionalism continued with this team of valets. We had forgotten to get our umbrella and I contacted Jefry in the lobby, and he did not hesitate to get on it and deliver the umbrella to us quickly. Then WE messed up again and needed one more item from the car (boy we were disorganized on arrival) and he smiled and retrieved that item too. That first morning’s breakfast was pleasant and had a wonderful selection of foods. Juana was attentive and smiling while maintaining our drinks making it a very pleasant start to our day. That evening we were headed out to have dinner. We had initially picked a tapas restaurant a few blocks away. We ran into Alberto coming in and Rey working the door and asked about the restaurant and directions. They kindly informed us a few items we did not know. One was the this was a holiday weekend in Madrid and that August tends to be a month that business take their holidays and close. Playing it safe we immediately inquired about what they would suggest. They sent us just up the street to Cervantes Cerveciria as an option. It was great! So much so, we went back for dinner our last night. Upon checkout we again had to lean on the valet team. And! They continued to perform flawlessly. I had (again notice me) left a bottle of water in the back of the vehicle that spilled. Requested something to help clean up before loading the bags. Jefry did not hesitate and was back within minutes with several paper towels. We highly recommend this hotel, and their team has a place to stay anytime you are visiting Madrid. Centrally located, professional team, wonderful accommodations and smiles all around!…
Excellent service especially at reception and concierge. All staff were very friendly , courteous and helpful at all times. Breakfast buffet was fabulous with so much variety especially local fresh fruits. Staff were most attentive. Hotel is well located for museums and old town.
The hotel is in a great location and maybe once was something special. Now it seems to be tired and in need of a major makeover. We booked an executive king and I'm a platinum Marriott member. No upgrade at all was given. The room we got was so blah. Reminded me of a low level courtyard. A window overlooked another building's plant maintenance. Small room, small bathroom. No coffee maker and I was told I could rent one for 30 euros /day. I can't recommend the hotel at all. There are many other options for excellent hotels and at this price point it seems that the Palace is not a value for what you get.
Great hotel. The staff is so friendly, the rooms are spacious and the breakfast was one of the best ones I’ve heard in ages. Highly recommended as it’s right in central Madrid and close to the park. This was my second stay in this hotel and I’d definitely return again
We had a very nice 2-night stay here. The staff was very helpful though we did have some issues. We requested an extra bed for our kid's room upon check-in. We left for dinner and by the time we got back, it still hadn't been set up. it wouldn't have been an issue but it was late and we were all tired after traveling all day. While we were there they were having issues with the electricity 2 days in a row. though they did everything they could to make it easier. We didn't have water the first time and the elevators weren't working, being on the 5th floor and needing to check out with 7 suitcases wasn't easy.
Central downtown location Quiet rooms Great breakfast with champagne Don’t miss rooftop herb garden near fitness center enjoy bring wine with you Concierge very helpful Starting reconstruction and may change from Westin but part of hotel will still be open
I would have loved to give this hotel 5 stars, but we had too many issues with our booking. We had four rooms - one room was not cleaned when we entered it, one had broken AC which was fixed by maintenance after first night and the fourth took until nearly 7 pm day of check in to be ready for us. That said, it is in a fantastic location, staff was friendly, breakfast was great.
Our large room was beautifully decorated and with every accommodation one would want to make the stay pleasant. The breakfast was delicious and of such a huge variety. The service was great from room service, restaurant, front entrance and desk. Seriously one of the best of the best. Located perfectly with just a walk to the City Center for shopping and to the Prada Art Museum.
My family thoroughly enjoyed our time at this hotel. It was very clean and well maintained. The amenities were superb and breakfast was delicious. The staff were very accommodating. Excellent location. Getting a taxi or Uber was very easy but the location was central.