A very good hotel with professional service and an excellent breakfast. It is clean and located in a quiet area with good connections to the rest of the city. The only downside is the poor sound insulation. However, it didn’t bother me enough to affect my overall rating. :)
We had an unexpected night in Madrid, and booked last minute. As a Marriott Ambassador, I stay at a wide variety of Bonvoy properties. This hotel is now in my top ten favorite. Service has been unmatched, from the front desk to the breakfast service. The hotel is clean and the rooms are warm and inviting. The ambiance is so pleasant. We will return when we find ourselves in Madrid again. Of special note, Lydia at the front desk was so pleasant and helpful when we checked in. On checkout, she even remembered that we had lost a piece of luggage, inquired about it, and seemed genuinely pleased that we had recovered it.
I recommend Thompson Hotel over the Westin Madrid Cuzco, as westin has the following let's say, specialities: lice and fleas problem. Internal, hygiene problem. Its not from the cleaners themselves, but rather from the laundry team. There is a cross contamination problem. There is a speed problem as well with the front desk office. When you need to check out, prepare to ask your items to be taken down 55 minutes in advance of your departure time. There is a delay. Be ready to repeat yourself, the minimum of 3 times. You are also treated based on how you are dressed. The better, the more respectful they are. On the exterior, it looks lovely. Though, like any place, the longer you stay the more problems you uncover.
We’ve been staying here for a week, booking meeting rooms, buying drinks from the hotel every day, and generally being good customers. Yet every simple request seems to be a problem. Can I borrow an HDMI cable? No, apparently that could compromise the entire system. 🤯 Can we sit at the bar, drink the beverages we purchased from the hotel, and eat the poke bowls we ordered? No, that's not allowed either. At this point, I'm genuinely wondering: are we staying in a hotel or dealing with a government administration office?
Visited from Toronto, Canada for four nights. This is nice hotel with great and comfortable rooms (beds) that is very close to Bernabéu stadium. Definitely purchase the breakfast option when booking any room. Besides letting us check in early. The service by the front desk staff at this hotel is very unprofessional and not friendly at all. Instead of being service oriented they talk to you as if they are the client and you are inconveniencing them by asking or doing very simple things (holding an uber eats package for two minutes as only two out of four elevators work, and then giving attitude/ being rude about it). With having two rooms at $500CAD a night each that is unacceptable, needs to change and hotel staff be trained to be more friendly and accommodating. Overall this is a nice hotel due to its rooms, amenities and location, not the front desk staff.
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