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 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 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 IRELANDSMAN ALWAYS SO WELCOMING
One of the great joys in my life is when i spend some nights here at this great hotel each year.
Staff are so gracious and as a return Lifetime Platinum guest they always ensure your stay is memorable.
Where possible a delightful suite is given.
Housekeeping are discreet and quality linens are always provided.
The only issue i have always had here --sadly no EXECUTIVE LOUNGE--.
Martha at front desk always so helpful.
It will be a joy to return.
September 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 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 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 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