Rated 4 out of 5 by MrBig Great hotel but mediocre services
I'm SPG Platinum. Got upgraded to a junior suite, which was great. The hotel is elegant and the suite is large and nice. But the services at the hotel is mediocre:
- Taxi arrived at the front door. No one from hotel helped for luggage not to mention opening the door for you.
- No lounge room, no free breakfast for Platinum member.
- Housekeeper didn't refill everything in the bathroom, even when some are completely gone
- I didn't know there is a complimentary bottle of water until the 2nd day as they didn't give me on the 1st day.
- Bathroom tissue is more like tissues you found in a motel, not a 5-star hotel
- Call express service for a housekeeper request. Was told someone was coming but no one showed.
Overall, great hotel, but services have a lot to be desired as a 5-star.
December 8, 2011
Rated 4 out of 5 by MILTON7022 EXCELENT
AS ALWAYS AND EXCELENT HOTEL
August 3, 2014
Rated 5 out of 5 by MREGIS GREAT HOTEL AT GREAT LOCATION
GREAT AMBIENCE IN THE BEST LOCATION OF MADRID. TRUE LUXURY EXPERIENCE
August 2, 2014
Rated 4 out of 5 by David18 Great Value....ignore rude waiters at the bar and you will have a great stay
You cannot have a better location in Madrid, or better room product, cleanliness, safety, buffet breakfast, business center and concierge for the rates you pay at the Palace. Great character. One of Starwood's best hotels when it comes to connecting the hotel experience with the destination... but please don't take it too personal when the servers at the bar give you a cold and rude service. It is a matter of culture not a matter of brand... embrace it and enjoy it...the service at the restaurant will be so warm that you will easily forget the night before.
February 3, 2012
Rated 5 out of 5 by Chico58 Muy bueno y más!
Perfect location in a very upscale but historic building in the center of Madrid! Could not have enjoyed our 2 nights in Madrid more had it not been for the service and attention we received at this hotel. Very helpful for all questions we had as first timers to the city.
August 1, 2014
Rated 5 out of 5 by Youm This hotel is beautiful
The hotel is beautiful and the staff is very professional. I enjoyed my stay at this hotel and will recommend to friends. The one thing I would have liked to see in this hotel is a swimming pool. But the spa was great.
July 30, 2014
Rated 2 out of 5 by luisdisappointed disappointed
The hotel did not meet my expectations, at all. One would expect more from one of the finest hotels in Madrid.
Decoration and atmosphere need an update.
Very few amenities in the toilet, no slippers in the room.
Breakfast less than average.
July 28, 2014
Rated 5 out of 5 by Mark11111 Lavish Experience
My entire stay at the Palace was marked by friendly and helpful staff and a top notch facility.
July 26, 2014
Rated 5 out of 5 by edo68 great hotel
July 26, 2014
Rated 5 out of 5 by Ryan92262 Best of the Best
We just spent four nights at the Hotel Palace and I have to say it is one of the best Starwood properties in which I've stayed. I used my Platinum suite night upgrades and was given a fantastic suite facing the roundabout . I opted for the breakfast as my Platinum amenity and was blown away by the variety and quality of the breakfast spread each morning. The staff at this hotel are first-rate ... all very friendly and very helpful. The concierge staff, front desk, restaurant, and housekeeping staff are all very personable and go out of their way to make the stay enjoyable. Staying at this property made our stay in Madrid all the more enjoyable.
March 10, 2013
Rated 3 out of 5 by Manu0205 Indifferent Service
Just checked in for a stay at the Palace. Back here for a 10 year anniversary - we celebrated our honeymoon here. Mixed feelings about the stay so far. No recognition of being Platinum when I checked in, the check in agent did not mention amenities. Got a junior suite with an interior view which is just fine. No problems. When I asked for an exterior view, the manager started talking about how he could make revenue off the room vs upgrading me. I thought that very strange. We had high expectations given this was our honeymoon location. Hoping the rest of the stay goes better.
August 25, 2012
Rated 4 out of 5 by MONM Minor Hiccup!!
This is my fifth or sixth time in the Hotel, first in 2010. It is a great hotel, service, location with very helpful staff especially the concierge who are very helpful in providing information of what I need and where to dine.
In my recent stay on Dec 14 -16, 2012, it was very disappointing, the Front Desk did not recognize my SPG Elite Member status and I was not provided an upgrade to an enhanced room, put to an SPG member floor, did not receive any complimentary water on my next day stay, no newspaper for my stay and during check in, was not asked on my choice of welcome gift.
Overall, everything was excellent if not for this minor hiccup.
December 17, 2012
Rated 5 out of 5 by Ric4wine Great staff
We would like to acknowledge the front desk staff for their professionalism. The Concierge in particular helped make our visit to Madrid a memorable one.
July 2, 2014
Rated 5 out of 5 by MerylG Excellent hotel
I have stayed at quite a few iconic hotels. The service here is surpassed by none. I was greeted warmly upon my arrival and was remembered by staff from a previous stay. The rooms are gracious and comfortable and spacious. Breakfast here is a treat not only for the food, but also the beauty of the room and the attentiveness of the staff. The newly opened Green Tea sushi restaurant is superb. The location is perfect for museum hopping and shopping, etc. This is a wonderful hotel.
June 23, 2014
Rated 5 out of 5 by Vin1 Great Experience
This hotel is centrally located within walking distance to Museums, Shopping and Food. Excellent rooms and staff is very attentive. The two shortcoming are lack of a club level and therefore no club benefits for Platinum SPG members and the lack of tea/coffee maker in the room. The one complementary coffee is not enough.
July 19, 2014
Rated 4 out of 5 by Carla49 Great Place
My husband son and I stayed at this hotel April 6th -9th. We came for a Real Madrid soccer game. The locationis absolutley perfect. The concierge and staff were helpful and always steered us in the right direction. The only reason I didnt give them a 5 score was because as a gold I had to ask for my gift and I was not upgraded to a nicer room. I asked for the gift and chose the 250 points.....but there was nothing else to define my loyalty to Starwood.
April 15, 2012
Rated 5 out of 5 by SteveMadrid Perfect!
The hotel is absolutely fabulous! I would strongly recommend it and will stay there again without any hesitation. The hotel is magnificent and the staff was friendly, smart and extremely helpful. It made for the perfect stay.
June 24, 2014
Rated 1 out of 5 by Dan1 Londoner
Not very friendly staff. Poor hotel management. some facilities in poor conditions (mind the aircondition in the summer). big difference between the rooms. Lift activayed only with room key. when key is in diffult you stuck in the lift (as happened to me!) In short not a good value for money there is so much choise in Madrid pick another hotel and if you much visit the palace have a coffee in the overpriced lobby and save yourself the agrevation
October 20, 2012
Rated 5 out of 5 by LMCUSA Westin Madrid
The staff was fantastic and willing to go above and beyond to help with any issue or question! It is located in a superb location and an easy walk to museums and shops.
July 18, 2014
Rated 5 out of 5 by Sammers2011 Excellent!
We couldn't be happier with our choice for our recent stay in Madrid. It's perfectly situated near Museums, the Plaza Mayor, Retiro Park, and many, many other great sites. The staff was fantastic - just about the best we've had at a Westin. The room was gorgeous and comfy. This is one of my favorite hotels based on beauty, location, comfort, and great staff.
January 3, 2012
Rated 5 out of 5 by SeasonTraveler Starbucks lovers! This is the place to stay
If you're missing your Starbucks in the morning, rest assure when staying here, you can get your Starbucks just around the corner from the entrance of the hotel. Aside from the great location, safe surroundings, the brunch in the hotel provides a relaxing ambience as well. Catholic church located just next door. The front desk service and concierge is phenomenal! we were given a quiet room and the turn down evening service is great! I have stayed at the St. Regis Rome and Spain should be proud of this property's outstanding service compared to their neighboring countries. Job well done!
June 23, 2012
Rated 5 out of 5 by Dre33 Perfect location
I stayed at this hotel in June of 2014. I used my suite night award upgrade for 2 nights and I was so glad I did as I had an amazing two room, 1.5 bath corner suite with stunning views of the fountain. The breakfast was very average as was the breakfast service. I actually had one of the waiters take my coffee as I was standing at the buffet grabbing food. The gym is severely lacking as well but I guess people don't care much about working out at this hotel. I like to stay fit so it is very important to me. Nice touch my the hotel to provide a bottle of champagne as it was my honeymoon. Overall, I had a wonderful stay with my husband and would definitely go back should my travel plans call for Madrid in the future. Thank you to the Westin Palace.
July 9, 2014
Rated 5 out of 5 by NYCJen Beautiful property, great service
Love this property, great location. Central to everywhere I wanted to go, gorgeous building, spacious and comfortable rooms. Had the best night's sleep I've had in months!
Staff is also incredibly welcoming and helpful -- will always choose this property whenever I am in Madrid!
July 16, 2014
Rated 3 out of 5 by Leslie88 Problem with bill unresolved
We had a problem with our bill at check out. The front desk clerk told us to pay then contact reception manager to arrange for reimbursement. I've sent two emails that were not returned. Very disappointing. Other then that we liked the hotel and location.
December 4, 2011
Rated 5 out of 5 by hank The hotel has a great location
Our trip to Spain was enhanced by our stay at The Westin Palace. The location was wonderful and it was within walking distance to museums, restaurants and parks. The hotel staff was very helpful in making reservations
April 17, 2013
Rated 5 out of 5 by Vincos Lots of Glamour and just a bit of Tarnish
This hotel is so iconic for me that I was thrilled to be able to stay and, as a Platinum member, to receive a wonderful upgrade to the Palace Suite under the top-floor cupola.
In general, I noted that the front door is often unmanned. This was inconvenient on arrival and the two other occasions I had to hail my own taxi.
Inside, one feels the rarefied atmosphere of one of the world's grand hotels. I arrived around noon and my room was not yet ready but the very gracious young clerk offered me a complimentary drink in The Rotunda while I waited. Later she personally hand-delivered the key and, when she saw that I had also ordered a small snack, she insisted that this would also be covered on a complimentary basis. I was duly impressed.
The suite was lovely in every way - except maintenance. Heavily scratched furniture, stained and peeling wallpaper and a large, poorly-mended, hole in the bathroom door took away from the generally palatial feel.
The platinum breakfast included the full Rotunda buffet and this was truly spectacular - although some of the older staff in attendance seem a bit dour.
The gym is small but well-equipped.
May 5, 2012
Rated 4 out of 5 by WEREX Good location but very basic service
Very contemptuous staff and basic cuisine in the resto
October 7, 2013
Rated 4 out of 5 by HappyCanuck Pleasant Stay
When deciding where to stay, I reviewed my options on Trip Advisor & some of the feedback was negative. I was concerned but not enough to steer me away. The verdict? Don't believe everything you read on the internet! The airline lost my luggage and the staff at the hotel went above & beyond expectations to help locate it!
Location is phenomenal (located 5 min walk to Prado Museum). Only critism is the is high cost for wi-fi and laundry service. But otherwise a very pleasant stay!
October 28, 2011
Rated 3 out of 5 by elart7 Prime location but not much more
In a hotel room where a tiny soda costs 10 dollars one may expect two matching chairs. The room was huge but the window was small. The outside balconies were fake. There was nowhere to sit down if you are a couple. When you walk out, you are really in the middle of the events and the restaurant was grand, too. The champagne breakfast every day made our spirits soar. But don't count on hauling your own luggage, stairs and steps are omnipresent.
July 9, 2014
Rated 2 out of 5 by PeterG2012 Disappointing experience
I am a Platinum 75 SPG member and thus travel a great deal. I was at the Palace for business (having stayed there a few years ago) and was very disappointed by the level of service. I was not given the best avaialable room (a small twin room), I had to call 3 times to have my room serviced and had to ask to have the internet charges taken off my bill.
The Palace has lost my buisness - shame for you as I am going to be staying in Madrid for a long time.
May 31, 2012