Rated 5 out of 5 by Pony Tony
The best customer service for a while
May 7, 2014
Rated 5 out of 5 by MikeR70 Fabulous Hotel ... very responsive staff
I took my 9 year old daughter with me to Spain (from the US) for a very special long weekend vacation. We were quite excited to stay at the Westin Palace, as it looked incredible on the website.
This hotel did not disappoint! We were thoroughly impressed, the place is, well, like a Palace. Beautiful inside and out, the gym is great, the rooms were spacious and well appointed. We only had one problem: our room was on the first floor, and there was a loud party going on, so a bit noisy in the room. However, we explained the problem at the front desk and we were quickly switched to another room on a higher floor. Such a great place, it really made the whole trip wonderful for us, and I hope I get a chance to stay there again.
October 20, 2014
Rated 1 out of 5 by Herbert123 2 nights 4 rooms
I checked into Hotel on 21st May. There was no one at gold & platinum reception and if id joined the normal queue id have been served quicker. The checkin process for some reason is the longest I have ever experienced in a SPG hotel. My travel team and SPG profile requests a quiet room. I was allocated a room on the first floor overlooking the square. Possibly the noisest location in the hotel. I asked to be relocated to a quieter room I was then allocated Room on the 5th floor on the exterior of the hotel. There was noise all through the night from cars, lorries, horns and locals shouting. The next morning I requested a room change, explained why I wanted to move and what I wanted - a quiet room. I was put in room 610, concierge moved my bags. I arrived back at the hotel late in the evening on 21st. The 3rd room I had been allocated is joined to lift shaft of the elevator so you can continuously hear and feel the vibrations of the lifts motor through the walls. At 1am I called reception and requested a room change. Finally after 4 attempts I was placed in a twin interior room and I managed to get 6 hours sleep before leaving for the office.
It should not be this difficult for a guest paying 200 euros a night to have access to a quiet room when they have continuously specifically requested a quiet bedroom for a restful nights sleep.
If you want peace and quiet request an interior room away from lift shafts.
May 23, 2014
Rated 5 out of 5 by Bolis6 Great location and wonderful accommodation
My family and friends were in Madrid for our daughters wedding and we could not have stayed at a nicer hotel. The staff, from the moment we checked in, made us feel right at home. Our stay was from 08jul until the 15Jul. The wedding was on Jul 12, and everything turned out amazing. A day for all of us to remember at the Westin Palace in Madrid. Thank you to everyone especially to Alvaro at the reception desk, who went out of his way to make sure our daughter had a lovely experience. We hope to stay here again soon.
October 26, 2014
Rated 5 out of 5 by ord1963 another fantastic stay
Just cannot say enough about the welcome and the service, The entire staff went above and beyond any unreasonable expectation to make our visit memorable. From the greeting and welcome on arrival, to the attention to food allergies in the dining room to the small in room touches to make our trip special. An outstanding hotel with a great staff that truly understands the meaning of hospitality.
October 23, 2014
Rated 5 out of 5 by Jayjay15 Modern comfort at a historical icon
A short tour around the tastefully decorated bar reveals delightfully the history and tradition of this great hotel, while comfort of room and service standards were top notch.
Located in the commercial and artistic heart of Madrid, the botanical gardens, the golden triangle of museums, and wonderful streets and squares with superb food are each just a short walk away. I personally strongly recommend a morning jog around the establishment.
Bizarrely, the toilet paper used in the hotel (both in the room and lobby toilets) are so exceedingly coarse and uncomfortable they deserve a special mention.
June 1, 2014
Rated 5 out of 5 by JHO57 Excellent facility, centrally located.
Great facility. Marvelous feel. Great features in common and eating areas. Troubled that guests still get charged for use of WiFi, many hotels in SPG chain no pinger charge, annoying when rates are significant; was part of a group with 60 plus who also used conference facilities for five days, WiFi in today's world needs to be free for guest. Hotel bar a lovely and quaint place.
October 12, 2014
Rated 5 out of 5 by Mike1944 Our home away from home
The staff at this hotel is so helpful that it makes our stay a very pleasant experience. We feel right at home.
October 19, 2014
Rated 5 out of 5 by CEBB Great service
I came into Madrid on an Transatlantic flight at 8:30 a.m. and was exhausted. I was afraid I was going to have to store my bags before I could check into my room, but my room was ready and the reception staff member was wonderful, offering to have coffee brought up to my room. The fresh, delicious coffee in my room revived me - it was perfect! This high level of service combined with the Westin Palace's excellent location and lovely spaces made me wish I was staying longer.
September 12, 2014
Rated 5 out of 5 by Teri Lavish Experience!
We've stayed at the Westin Palace several times now, and each time our expectations have been exceeded. It feels like home in Spain. The rooms are well appointed and the beds are comfortable. The staff couldn't be nicer and more accommodating. Our group stayed there this time in the beginning of our 3 week trip, and returned at the end in order to fly out of Madrid. After staying in 5 other hotels, we all agreed that the Madrid Palace is our favorite!
The lobby is nice, but the rotunda room is extraordinarily beautiful. We had a wonderful breakfast there each day (remember to include breakfast in your arrangements, you'll love it), and then had wine in that room each evening. The staff was terrific, even when we brought in a special wine to toast to our last night there.
Location is perfect for walking nearly everywhere, from museums to tapas! We rarely took taxis, as the walking was easy.
I can't recommend the hotel enough--treat yourself and stay there once--you'll go back every time!
October 4, 2014
Rated 5 out of 5 by Dewey48 This hotel is in a great location
This hotel is in a great location. Easy walking to many sites and attractions and a lovely hotel and staff.
October 7, 2014
Rated 5 out of 5 by karolucn9 Exceptional Quality
Upon arrival we were met by the SPG clerk Alberto; he was extremely helpful with planning our way around and how best to maximize the location.
September 28, 2014
Rated 4 out of 5 by BB2702 Great hotel, poor nights sleep!
We stayed for two nights and both nights we had an awful nights sleep, staff were responsive when we complained though.
Great location and lovely hotel
September 26, 2014
Rated 5 out of 5 by ArtzyCutzy To-die-for location for art lovers
I stayed at the westin palace, madrid
this summer for 3 nights and I had a really wonderful experience. As a platinum member I was upgraded to spatious junior suite and compted for breakfast buffet which also was good. The best thing about this hotel is its strategic location for art lovers. It is near all three major museums of Madrid. Prado is within walking distance and Museo Reina Sofia was close as well. If you are a platinum member, I would definitely recommend for you to stay in this hotel.
October 21, 2011
Rated 3 out of 5 by NYCJOE need better check in
i had a terrible time checking in.
i was downgraded!!
i repeat downgraded.
not upgraded due to my high status.
it took time but i recieved a decent room
but i should not have had this experience.
September 23, 2014
Rated 5 out of 5 by gsg0182 Great Location, Superb Service
Excelent service from start to finish. Complimenttary drinks were provided in the lounge when our room was not ready upon arrival. The attention to detail was reinforced when a bottle of champaign and chocolate covered strawberries were delivered to the room. Wonderful stay all the way through!
December 13, 2011
Rated 5 out of 5 by pppp7777 expensive
I don't like being dictated too on a volunteery survey
September 28, 2014
Rated 5 out of 5 by Mickp Loved it!
While we had some minor issues with the AC, The hotel and staff were wonderful. The AC issue was fixed by the way. Everyone was tremendous. The hotel could not be in a better location with a ton of food, sightseeing and shopping options. Madrid is a beautiful international city and my only regret is it took me so long to get there. Easy airport access.
I'd like to thank the hotel management and all the individuals from the front desk, service and maid staff for a great visit.
April 22, 2014
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 5 out of 5 by JPSOUB NICE STAY
splendid staff and service
thanks to Peggy and Sophie CLAUZE
September 22, 2014
Rated 5 out of 5 by JPSOUB splendid hotel
good staff and service
thanks to Sophie Clauze and PEGGY
September 22, 2014
Rated 4 out of 5 by stevepat4 Perfect location
This is a great hotel in a very convenient location if your stay is a week or less in Madrid. The staff was very accommodating. We enjoyed the hotel.
September 15, 2014
Rated 5 out of 5 by ord1963 Looking Forward to Return
Stayed at this great hotel a few years ago, and have been raving about it since. The location is perfect. The staff was very attentive and patient with my poor Spanish, and the room was classically detailed but with all the modern stuff too. The rooftop deck is the picture I chose for my card. I am bringing my niece to Spain in October for her birthday, A return to the Palace will be one of the highlights for me and I hope for her too.
April 24, 2014
Rated 4 out of 5 by Wmhimal Overall good, but mixed experience
Overall, our experience here was good, but it was mixed. I arrived early in the morning, but early check in was not a problem and the reception staff were courteous. The room, while lacking any kind of view was updated and clean.
There did seem to be a bit of a problem with the phone in our room and communication in general.
Someone came by to drop something off; they called three times from the hotel lobby but our phone did not ring (they left voicemails and left the package, but we were unable to meet [very embarrassing]). The package was left in our room while we were out at dinner. Before determining that the package had been delivered to our room, we tried to locate it at the front desk, but there was no record of it being delivered.
During the evening, I tried twice to call the front desk, but no one picked up.
Check out was prompt and courteous
March 31, 2013
Rated 4 out of 5 by Bella569 Beautiful hotel in a great location
This hotel is in one of the most beautiful old buildings in Madrid. Great location for restaurants, shopping and close to the train station. When we checked in we were not acknowledged as platinum...the man checking us in really wasn't very friendly, but I think we had been upgraded automatically before we arrived. For such an old building, the rooms are very nice. The biggest downfall would be the smoking rooms...and on the same floor as non-smoking rooms. The signs directing us to our room took us through the hallway of all the smoking rooms, which smelled HORRIBLE! We quickly figured out we could go an alternate way. Doors to separate the two sections in the hallways would at least be a little nicer if there has to be smoking rooms there at all. Also, one concierge was very nice and extremely helpful, while another seemed irritated we were asking for any assistance.
October 8, 2013
Rated 5 out of 5 by GraciePR Excellent Staff!!!!
On my next visit to Spain I will definitely stay at this propety! The location is great and most of all the staff! Ricardo from the Concierge was great he answered all of my questions and helped me locate my suitcase with the airline.The staff in the restaurant were amazing and made my stay fabulous.... the menu there is great. Thank you for everything!
July 8, 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 Lili01CA Beautiful hotel
We decided to stay at this hotel after driving back from out of town and before flying out of Madrid. What a great decision since this allowed us to end our Spain road trip on a high note. We were upgraded to an Executive Suite and the suite was spacious enough to allow our kids space to run around. The room had a foyer, a living room,dining rom that can seat 6, a study/office room and bedroom of course. Staff was very helpful and we had two people help us organize our suitcases in the room. As a Platinum member, we had the usual breakfast benefit. At this hotel, they let you have the buffet at the restaurant which was awesome. The buffet had plenty of choices and my kids were happy to have pancakes and even miso soup. The buffet normally costs 48 Euros I think so well worth it. Nice location and just a a few minutes walk to the Prado and Sofia museums as well as to the main local attractions. Great hotel!
July 5, 2013
Rated 5 out of 5 by IRELANDSMAN CONSISTANTLY SUPERB
It is always such a joy to return to this great icon in Madrid. Staff are charming--suites are bright -cheerful and amazing in every respect. Clearly the General Manager is very much in control. Buffet Breakfast is an array of delightful healthy food with an excellent staff. Concierge always most helpful. Centrally located for alternate dining together with museums/galleries.
December 10, 2013
Rated 5 out of 5 by Richard1942 Excellent stay
This was our second visit in eight months. The first time was good, the second was even better. First class staff and facilities.
August 22, 2014