Eurostars Madrid Tower

What a disappointing hotel, literally falling apart. We booked a suite, which we expected to be wonderful and modern. Upon entering the room for the first occasion, the curtains were closed. We opened to them see the beautiful view. This caused panel from the roof to FALL ON MY HEAD. The hotel staff simply offered us a room change, this felt completely off balance to what had just happened. The next day, we decided to use the pool/spa facilities. Despite paying €500 a night for a suite, the pool and spa isn’t included with your room, as you would assume advertised. It’s additional fee, and to make matters worse; was fully booked and had no space? To make up for this, the staff offered us to use the facilities for free the next day, but by this point - we were very upset with the hotel. The hotel needs serious maintenance, from lights hanging down, bathroom tiles smashed in, and even a jacuzzi bath tub that didn’t work at all. This hotel was a compete let down and we would not visit again.

Recently stayed at this hotels for 4 nights. The overall experience was amazing and what you would expected from a 5-star hotels. While the room feels slightly outdated (compared to some of the other 5 star or even 4 star hotels I have been), the services and location definitely made up for it. Location - very conveniently located near all major commute hub. Train, bus, metro, and even ride share (avg 2-3 min wait with uber). All easily accessible within 10 minutes walking distances. There is also a shopping mall behind the hotel, which has many breakfast, lunch and dinner options. View - stayed at 23rd floor, absolutely stunning looking over the city skylines. Breakfast - large selection of bakery, meat, and hot prepped meal options. Coffee and juice selections are also amazing and delicious. Additional person cost $26 (FYI). Services - staffs are very friendly throughout the stay and room services were top notch! Overall had an amazing time here and hope to be back soon!

Good addition. It helps establish that the service issues began immediately upon arrival and were not isolated to the Uber Eats incident. Extremely disappointing experience and one of the poorest examples of customer service I have encountered at a hotel. The problems started at check-in. Despite clearly seeing two guests checking in together, Sara at reception provided only one room key and made no effort to issue a second key. I had to specifically ask for my own key. While this may seem minor, it immediately created the impression of inattentive service and a lack of attention to basic guest needs. The most frustrating issue involved a food delivery. An Uber Eats order was delivered to the front desk, yet no attempt was made to notify me. When I called to inquire, Sara initially denied that any delivery had arrived. Only after I referenced the delivery photo was the order suddenly located. Rather than apologizing for the oversight, she refused to assist further and abruptly hung up. When I called back seeking clarification, the call was disconnected again. This was not a misunderstanding—it reflected a complete lack of professionalism, accountability, and basic respect for guests. What made the situation even worse was the response from staff when I addressed the issue in person. Multiple employees dismissed the concern, with one stating that notifying guests about deliveries was “not their responsibility.” No apology was offered, no effort was made to resolve the issue, and no manager intervened. It was clear that guest service was not a priority. I was also disappointed by what I believe to be misleading advertising regarding the hotel's amenities. The Expedia/Hotels.com listing prominently displays a pool as one of the first and most visible images, with the image labeled as a pool. This creates the clear impression that the property offers a pool for guests. Upon arrival, I learned there is no pool at all. I was further informed that access to the sauna and jacuzzi requires an additional fee. This information was not clearly disclosed during the booking process. Amenities are often a deciding factor when choosing a hotel, and the online presentation did not accurately reflect what was actually available. In addition, housekeeping was inconsistent throughout the stay, with basic items such as water and coffee not being replenished on multiple occasions. While any hotel can have occasional service issues, the real test is how staff respond. Unfortunately, the recurring theme throughout this stay was poor communication, lack of accountability, and an unwillingness to take ownership of problems. The property falls well below the standards expected of a professional hotel, particularly one serving business travelers and corporate groups. I hope management reviews both the accuracy of its online listings and the training provided to front-line staff. Based on this experience, I would not return and cannot recommend this hotel to others.

Certainly not 5 stars. On the positive, concierge was very good. The rooms were nice presented and I liked the location. As for the cons, AC in room did not work, lack of plug sockets close to bed, couldn’t figure out how to control the window blinds, breakfast was average at best