Rated 3 out of 5 by happyhoney Good location
The location is central and convenient. Staff were for the most part helpful. However, I was not happy about the check-in process - not very friendly. The front desk tried to sell me a bigger suite - I took the offer in the end (and the room was very nice), but I would think that if a room is not ready, a free upgrade would have been appropriate. Moreover, I had to ask for my SPG gold member benefits.
I only had breakfast in the hotel restaurant, but the quality was quite low. Omlettes were too salty - three days in a row. On a positive note, the concierge and bell desk were extremely competent.
August 21, 2014
Rated 5 out of 5 by pova mr
Very Happy with all, Extra Mention of Oscar on Concierge very helpful..
August 25, 2014
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
Rated 5 out of 5 by OGSF Perfect Location in Madrid and Very Comfortable
Fantastic hotel! We did a lot of walking in Madrid and found the Westin very convenient to all of the best sights ie the Prado, Reina Sofia and the Royal Palace as well as the subway. At the end of the day our room was large, spacious and relaxing for our family of 3. We were lucky to get a Junior Suite and the staff made sure it was clean and refreshed daily. For a hotel with a long history, our room was modern and updated. It was very luxurious and quiet. We ate breakfast every morning under the beautiful domed dining room. The buffet had a huge selection and was well worth the cost. The staff was very attentive to our needs. It was a wonderful place to enjoy of visit to Madrid.
July 8, 2014
Rated 1 out of 5 by AlS0513 Strike Two
This is the second year in a row I have stayed at the Westin Palace in Madrid and the second year in a row where I have had an issue with the front desk. Last year I was waiting in the Gold/Platinum line and the agent decided to let someone who was not in the line come to the front to be checked in ahead of us who had been waiting. This year I arrived after 4PM and was told my room still needed to be cleaned. I was surprised by this since my SPG Ambassador notified them I would be arriving at before 2PM but accepted a coupon for a drink in the bar. The front desk clerk told me she would come and get me once my room was ready. After waiting about an hour I went to the front desk and was told my room was ready at which point I noticed my room had been downgraded. When I asked the front desk agent what had happened I was told that the room was still occupied and the current guest would not be leaving until 8PM. Of course, the front desk clerk never mentioned my room was no longer an executive suite. I noticed the change when signing the new check in form.
I find it difficult to believe the original person who checked me in was not aware of the issue sooner and I was not pleased that I was made to wait an hour for the downgraded room that was most likely available an hour earlier. When I eventual made it to the room I sent an e-mail to my Ambassador regarding the issue. The issues at this hotel were extremely frustrated and make me question the value of staying 100+ nights a year at one hotel chain. To the hotel's credit, they made several attempts to contact me during the stay and offered compensation. I explained I was not looking for compensation and wanted to express my frustration with the situation and to also let them know I would escalate the issue with Starwood upon my return home.
July 22, 2014
Rated 5 out of 5 by coppers Excellent Hotel
5 star everything!!!!! Fantastic service and value
August 18, 2014
Rated 4 out of 5 by nycnycnyc Location
Location was perfect. got upgraded at check in . Upgraded again at an additional charge. Had an executive suite and a regular room adjoining. the adjoining regular room was pretty beat up, mouldings, paint, and wallpaper had heavy use, but was clean. Good, not great. The suite was in slightly better shape but also not what I would expect of an SPG luxury property. peeling paint on the ceiling of the bathroom , peeling wallpaper, etc. Also, room service ordered was never quite right, nothing huge but annoying. And as far as I am concerned, when on vacation, I do not want to be annoyed. Nothing huge, but for the price you have to pay at that hotel, should not be the case. Also, the last night, the ac in the master bedroom crapped out. Greatest location available. Walk to everything you need to.
Overall, a good time, but fell short of a great luxury hotel experience.
July 15, 2014
Rated 5 out of 5 by Linda422 Beautiful hotel with amazing staff
We cannot say enough about how wonderful our stay was at your hotel. The staff was incredible....so helpful and kind. The front desk, concierge, wait staff at restaurant...all so wonderful. We cannot wait to come back!
August 1, 2014