The Palace, a Luxury Collection Hotel, Madrid

Fabulous hotel! Service was excellent throughout the hotel including reception, concierge, restaurant/bar, housekeeping. When we checked in, the concierge was able to make a reservation on the spot for us at a very popular restaurant in Madrid!

Top hotel in Madrid ! Stayed several times after renovation

We stayed at this hotel for three nights, and from the very first night our experience was disappointing. We arrived late at night and got out of the taxi in front of the hotel, but there was no one to assist us with our luggage. When I went inside, there was only one receptionist, who was busy with other guests and did not acknowledge us at all. I had to go back outside, and we were forced to unload our luggage ourselves. However, there were stairs at the entrance, making it impossible for us to carry the luggage on our own. For a five-star hotel charging such high nightly rates, the complete lack of even the most basic welcome service was extremely frustrating. After a long wait, someone finally came outside. I informed them that our luggage was still outside, and although they tried to call for assistance, no one came. Eventually, that person had to carry the luggage themselves. The check-in process that followed was equally disappointing—there was no smile, no warmth, and no sense of hospitality. In a five-star hotel, we expected a professional and welcoming attitude, but instead encountered indifference from the very beginning. Unfortunately, the breakfast experience was no better. For all three days, exactly the same food was served, with no variation whatsoever. The selection was already very limited. Moreover, the chef preparing eggs used the same pan and the same spoon for all orders. As a vegetarian with mushroom and onion allergies, this made the breakfast completely unsuitable for me. A service that fails to consider dietary restrictions and allergies cannot be considered acceptable, especially in a hotel of this supposed standard. On the first day, staff tried to seat us at a side table with a white tablecloth, which we declined. On the second day, despite having our phone and room card clearly on the table, staff attempted to clear our table and placed other guests’ dirty plates on it. The staff seemed to actively avoid eye contact, as if trying not to be approached. There were many employees present, yet none appeared to be effective or attentive. The service was extremely poor—honestly, unacceptable. This hotel does not deserve the price it charges. We paid a total of €1,100 for three nights, yet received service that was nowhere near worth the cost. The room itself was actually very nice and comfortable. However, the bathroom lacked even the most basic amenities—no toothbrush, no personal care items at all. I called and requested the necessary items, but only one of each was delivered, despite the room being for two people. The following day, I called again and specifically asked for amenities for two guests; once again, only one set was delivered. At that point, I gave up and went to a nearby store to purchase what we needed myself. In summary, while the room was comfortable and well-designed, paying such a high price naturally comes with expectations of proper service. Unfortunately, the service throughout our stay was extremely poor and, at times, genuinely infuriating.

A lovely stay overall. The concierge team in particular was most helpful and effective.

Wonderful hotel and we enjoyed our stay a lot. Prime location and the friendly staff.

Probably best hotel we've stayed at.