Pestana Collection Plaza Mayor

I highly recommend staying here if you are visiting Madrid!! We visited 4 cities in Spain this summer, and this hotel was absolutely the best of everywhere we stayed! The rooms are very comfortable & beautiful, lovely decor, great selection of amenities. The entire staff, literally everyone, is so gracious, kind, helpful, professional & friendly. Alba at the front desk, as well as all the other staff whose names unfortunately I didn't take note of - so helpful & wonderful! Lily the masseuse is fantastic! Definitely book a massage! The spa is beautiful & very peaceful, the rooftop pool is wonderful with gorgeous views & great service, the ambiance all throughout is lovely & elegant. There are some beautiful lounges. The breakfast is very good - really fresh , wide selection of options, we found it totally worth the price. I will definitely stay here next time I visit Madrid, and look forward to checking out other Pestana hotels. Also, the location is great! So many things to walk to nearby, plus a metro station very close.

I am absolutely delighted with my stay at Pestana Collection Madrid Plaza Mayor. From the moment I arrived, everything exceeded my expectations. They kindly offered me an early check-in, which I really appreciated. Alba at the reception was incredibly welcoming, attentive, and an excellent communicator. Aitor was also very professional, attentive, and clearly dedicated to providing outstanding service. The hotel has a very cozy and elegant atmosphere, and the location is simply unbeatable. One of the best features is that you can walk directly from the hotel onto Plaza Mayor, making it the perfect place to explore Madrid. The rooms are equipped with everything you could possibly need, so you don’t have to worry about anything during your stay. Every detail has been thoughtfully considered to ensure guests feel comfortable. Overall, I had a wonderful experience and truly enjoyed my stay. Thank you to the entire team for making my visit so memorable. I will definitely be happy to return!

Pestana Collection Plaza Mayor is a beautiful hotel in an excellent location, right in the heart of Madrid. The building, atmosphere, and convenience were all excellent, and it made exploring the city very easy. The hotel was very busy during our stay, but the staff remained professional and helpful. We had arranged cheese and wine as part of our stay, and while it arrived several hours after check-in, it may have simply been a communication issue with the booking or third-party arrangement. Once we followed up, the staff took care of it. Breakfast was good, with a nice selection and quality food. I would recommend adding it to your package when booking rather than paying separately each day, as the per-person daily price felt a little high for the value. Overall, this is a very nice hotel with a fantastic location, a beautiful setting, and professional staff. I would stay again, and I’d just recommend confirming any special arrangements at check-in.

I had high expectations from Pestana Plaza Mayor Madrid given its positioning as a 5-star property known for service excellence. Unfortunately, my experience with their management team fell significantly short. I reached out regarding a booking cancellation situation where we missed canceling within the cancellation window and got charged $4000. I was not asking for a full refund. Instead, I proposed multiple reasonable alternatives — including a credit valid for 12-18 months so we could return in 2027 when visiting Madrid again, or the flexibility to use the value at another property within their international portfolio. These were practical, customer-friendly options that would have preserved both goodwill and future business. What was most disappointing was not just the outcome, but the lack of response and engagement from management. There was no effort to acknowledge, explore options, or demonstrate empathy. For a hospitality brand that emphasizes customer experience, this felt misaligned with their stated standards. This was a small opportunity for the hotel to build long-term customer loyalty, and it was missed. A more thoughtful and responsive approach would have made a meaningful difference. Overall, while the property itself may meet expectations, the customer experience in handling issues did not reflect the level of care one would expect from a 5-star hotel.