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“Walking Distance to Prado Museum” 4 of 5 stars
Review of AC Hotel Carlton Madrid

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AC Hotel Carlton Madrid
Ranked #147 of 448 Hotels in Madrid
Makati, Philippines
Level Contributor
22 reviews
21 hotel reviews
common_n_hotel_reviews_1bd8 16 helpful votes
“Walking Distance to Prado Museum”
4 of 5 stars Reviewed January 18, 2013

Location is good. This hotel is walking distance to Prado Museum.
Size of the room is big enough... Reception is not so friendly.
WIFI is free at the Lobby. Wifi in the rooms is not free even if you are a Marriott Time Share owner.
Buffet Breakfast is good.

  • Stayed November 2012, traveled with family
    • 4 of 5 stars
      Value
    • 4 of 5 stars
      Location
    • 3 of 5 stars
      Sleep Quality
    • 4 of 5 stars
      Rooms
    • 4 of 5 stars
      Cleanliness
    • 3 of 5 stars
      Service
Helpful?
Thank starjdg
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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  • Sleep Quality
  • Rooms
  • Service
  • Value
  • Cleanliness
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English first
Majorca, Spain
Level Contributor
204 reviews
38 hotel reviews
common_n_hotel_reviews_1bd8 198 helpful votes
4 of 5 stars Reviewed January 17, 2013

Okay, let's start with the reason that I haven't rated five stars, because the hotel itself could have had five stars: The reception staff.

What a complete lack of communication, common sense and interest.

We booked the hotel through a third party agent at a very good price. We paid much less for much more. We got an excellent deal through Voyages Prive.

Included in the deal was bed and breakfast, upgraded room, free wifi in the room and a complimentary basket of fruit. We organised directly with Marriott Hotels via Twitter that we would have a double bed rather than twins.

On arrival we were told that we were getting two singles. When we protested and explained that Marriott had already agreed to the double bed they changed us the room. This room was on a higher floor and the wifi up there was provided by an external company for which they would have to give us a password. The password could only be used on one device and we had four between us. So we needed four passwords. They said that we would have to share the password as they were not willing to give us another. Obviously this was unacceptable as we needed to work also.

By this time there was a queue forming behind us so we left it and checked in. We contacted Marriott via Twitter again and asked them to intervene. All we wanted was another password for the wifi (there was a big pile of them behind the reception desk).

The next day after breakfast we went to the reception and asked to speak to the manager. The receptionist went into the office behind the reception and came back with a message from the manager. When we said something else she went back to the office and came back with another message. The manager did not have the curtesy to come and speak to us even though we had specifically requested that he do so. The receptionist told us (after one of her visits to the office where the manager was) that we had paid less for the room than the normal price and that was the reason they wouldn't give us a password each for the wifi! Despite the fact that the hotel had made this deal with Voyages Prive and despite that free wifi in the room is what was offered.

Obviously after being told that because we'd got a good rate we didn't exactly deserve the same treatment as other guests we were pretty outraged. We asked for an official complaining form, which they were more content to give us than a second wifi password.

Luckily, later that day Marriott got in touch with the hotel and apologised to us via Twitter, assuring us that when we returned to the hotel later we would have a password each. This was 24 hours after the initial problem. Absolutely unacceptable. However, we did get a different reception on our return; the attitude had changed completely and they couldn't do enough for us. And at least the problem was finally sorted.

And when we got back to the room, not only could we both use the internet but there was also a bowl of fruit waiting for us, which we had completely written off.

This started off as a little problem but due to such terrible customer service and irrational stubbornness it escalated and turned into a 24 hour battle.

Everything else about the hotel was great:
The room was spacious and comfortable with a very comfy bed, a nice shower and central heating.
The breakfast was excellent, especially the different selection of Spanish omelettes every day.
And the cleaning staff and restaurant staff were great.
The lounge area in the lobby was often busy and had a nice atmosphere doubling as a bar.

The location is not that central; it's about a 20 minute walk to the Gran Via but the hotel is very close to the museum area and there are plenty of bars and cafes around there.

Room Tip: Wifi doesn't reach higher floors
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  • Stayed January 2013, traveled as a couple
    • 4 of 5 stars
      Value
    • 3 of 5 stars
      Location
    • 5 of 5 stars
      Sleep Quality
    • 5 of 5 stars
      Rooms
    • 5 of 5 stars
      Cleanliness
    • 1 of 5 stars
      Service
Helpful?
6 Thank LisaMarieSykes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Auckland
Level Contributor
5 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 1 helpful vote
4 of 5 stars Reviewed January 9, 2013

Wonderful hotel, great location by Atocha Station and galleries. Room was like a mini apartment and was very quiet. Appreciated the complimentary soft drinks in the mini-bar. Nice supermarket next door.

  • Stayed October 2012, traveled with family
    • 5 of 5 stars
      Value
    • 4 of 5 stars
      Location
    • 4 of 5 stars
      Sleep Quality
    • 4 of 5 stars
      Rooms
    • 4 of 5 stars
      Cleanliness
    • 4 of 5 stars
      Service
Helpful?
Thank JuniAuckland
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
New Delhi, India
Level Contributor
81 reviews
53 hotel reviews
common_n_hotel_reviews_1bd8 65 helpful votes
4 of 5 stars Reviewed January 6, 2013 via mobile

The only reason we chose this hotel was due to its proximity to the Atocha Station. We had made Madrid as our hub and had to take the AVE trains to different cities quite frequently.
The hotel is good. It provides the facility of free minibar and it is refilled everyday. The hop-on hop-off bus station is also quite close. The breakfast is average. Nothing much to offer.
The guy who checked us in was very courteous. Since we had arrived quite early from Barcelona , he was kind enough to offer us one room and told us to take the other room once we returned back from sightseeing.
When we returned back late at night , there was only one old guy at the front desk. There was a long line of people waiting to check-in and we had to wait for half an hour just to collect our key. Finally when it was my turn , the guy gave us the key and told us our room no. We all went to that room and found it to be occupied. When we came down and inquired him about this faux pas , he took our key and justified himself by saying that he never said it was that room no. There were a few people there who took my side as they too had heard him when he had told me the room no. Finally we got to relax in our room after an hour or so of this unnecessary confusion.
On checkout , the same guy ( unfortunately ) was there. He again took 15 minutes just to check us out. He was very confused and kept swiping my credit card again and again and was not so clear what to do on the computer.
The only staff member who was actually very good was the guy who checked us in. He was a very nice gentleman.He was the only one who spoke fluent English.He was there even when we left the hotel and wished us a nice goodbye.
I would recommend the hotel to make a slope so that heavy luggage can be taken inside with the help of the wheels rather than us picking them up and walking down the stairs.

  • Stayed August 2012
    • 4 of 5 stars
      Value
    • 4 of 5 stars
      Location
    • 4 of 5 stars
      Rooms
    • 4 of 5 stars
      Cleanliness
    • 3 of 5 stars
      Service
Helpful?
Thank Puhup_Verma
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Budapest, Hungary
Level Contributor
80 reviews
7 hotel reviews
common_n_hotel_reviews_1bd8 24 helpful votes
3 of 5 stars Reviewed January 4, 2013 via mobile

It's basic and functional.
But good because you get what you pay for.
Hated the staircase right after the main entrance revolving door so to bring luggage, stroller etc up and down is a pain. We were told on day 2 however that there is a back entrance too which has a ramp.
The elevators are too tight ... Only one or two persons can go up at a time.
Faces a noisy main road however that did not bother us.
Several grocery stores and restaurants nearby for dinner options.

Stayed December 2012, traveled with family
Helpful?
Thank tjafary
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
South Lake Tahoe, California
Level Contributor
104 reviews
30 hotel reviews
common_n_hotel_reviews_1bd8 58 helpful votes
2 of 5 stars Reviewed January 3, 2013

AC looks like it is the Europe version of the US Fairfield Inn. Unfortunately, we were spoiled by some very good service at other Marriott properties on our one month trip, however this one needs to train the front desk to be more than care takers of the property.

First to the rooms. Good sized, Prego type floors, nice bathroom and generally a very nice room with one of the best prices on our trip with a view of the block we were staying on, in a location by the main train station in Madrid.

The breakfast buffet that the hotel charges extra for was great and recommend it.

But, here is my complaint: Poor management supervision and training of the front desk. When we checked in, the front desk clerk seemed he wanted to be else where. Also, I had to make a call about a problem with my credit card to the US and was told by another front desk person that there would be no charge if I called a toll free number. Wrong!

When checking out the charge ended up being 58 Euro ($75). The same front desk person who checked us in was absolutely no help and when I asked for the manger, he walked to an office on the side of the front desk and came back and said the manager was too busy to see me and then did the "stare down" at me to see my response. Since we had to catch a train to Barcelona, we had to go and leave my $75 with the Carlton.

With this I must say with regret, this is the only Marriott property ever I will never stay at again and highly recommend if you do, get everything in writing that you are told as the manager was lost in action and does not want or care about happy guests.

I have a feeling I will see a response from this property telling us this is a one time problem. I bet this has happened before. Don't let it happen to you.

Room Tip: If you have a special request from this property, get it in writing as they will not back up what yo...
See more room tips
  • Stayed October 2012, traveled as a couple
    • 4 of 5 stars
      Value
    • 3 of 5 stars
      Location
    • 4 of 5 stars
      Sleep Quality
    • 4 of 5 stars
      Rooms
    • 4 of 5 stars
      Cleanliness
    • 1 of 5 stars
      Service
Helpful?
1 Thank Jeff S
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
carlton01, Director General at AC Hotel Carlton Madrid, responded to this review, January 7, 2013
First of all, we would like to thank you for your comments with respect to our front desk department.

With respect to the cost of the phone calls, certain calls are free in Spain, but the rest have a cost. We regret the inconveniences caused.

We will talk with our staff to improve.

We are very sorry for the misunderstandings caused during your stay.

Thank you for placing your trust in AC Hotels.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Minnesota
Level Contributor
191 reviews
43 hotel reviews
common_n_hotel_reviews_1bd8 211 helpful votes
4 of 5 stars Reviewed January 2, 2013

My husband and I stayed at AC Hotel Carlton in Madrid on November 1. We picked the hotel due to its proximity/walking distance from the train station and other attractions in Madrid. We took the subway train from the airport to the Atoche station, where both the subway and Ave high speed train stops. The hotel was about 3-4 blocks from the train station. Upon check in the desk attendants spoke fluent English. Since we took an overnight flight from the USA, we arrived about 10am and the hotel allowed us to check in early at no charge (allowing us to take a nap before a walking tour of Madrid that afternoon/evening). The room itself is a bit smaller than a traditional American hotel, but the accommodations are nice and modern with a sleek European style.The bed was comfortable, the bathroom was beautiful. Free wifi was only available in the hotel lobby but it was reliable. We did the bed and breakfast rate (110Euros=about $140US), since we were taking the AVE to Malaga early that morning. FYI: be prepared, the elevator is very small. Two adults with backpacks and small roller bags barely fit inside; but no issues with long lines for the elevator that we experienced. Trip Advisor has a suggested Art Walk itinerary. This hotel is in that area and we took the walking tour; Very worthwhile as well. I would recommend this hotel.

  • Stayed November 2012, traveled as a couple
    • 3 of 5 stars
      Value
    • 4 of 5 stars
      Location
    • 4 of 5 stars
      Sleep Quality
    • 4 of 5 stars
      Rooms
    • 4 of 5 stars
      Cleanliness
    • 3 of 5 stars
      Service
Helpful?
Thank MNSandSeeker
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Additional Information about AC Hotel Carlton Madrid

Property: AC Hotel Carlton Madrid
Address: Paseo Delicias 26, 28045 Madrid, Spain
Location: Spain > Community of Madrid > Madrid
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Restaurant Room Service Suites Wheelchair access
Hotel Style:
Ranked #147 of 448 Hotels in Madrid
Price Range (Based on Average Rates): $
Hotel Class:4 star — AC Hotel Carlton Madrid 4*
Number of rooms: 112
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