of TripAdvisor Travelers recommend this hotel
"Old world luxury"
We stayed at this hotel for four nights and were truly pleased with the service, staff and the hotel. The location is fabulous and close to many attractions and restaurants. The buffet breakfast was a beautiful feast and worth every penny!
"Gorgeous hotel, BAD room and BAD service"
The hotel is in a gorgeous 100 year old building and well kept. The ground floor restaurants are in gorgeous old rooms that are quite picturesque. We showed up a few minutes before 4pm and were told our room was not ready despite checkin time being 3pm. They said a platinum member had been it before which we should understand bc we are gold members. We asked if there were upgrades as a Starwood Gold member and instead of anything complimentary, they offered us an upgrade for only EUR 100 instead of EUR 150. We had our 2.5yr old and needed to get her to bed as it was an hour later than her usual nap so we begged them to find us any room. They were able to accommodate us by finding a room that was on the first floor and all you could see out of the window was metal bars instead of our street view room we were scheduled to be in. This was not a huge dea, l but we wondered what the point of being Starwood Gold is if you don't get upgraded and then they assign you to a room that they know might not be ready. The biggest frustration became when we got to the room. We said all we care about is that the crib is there right away and we are fine taking the room without a view. They assured us it would only take a few minutes. 20 minutes later we called... on its way... 25 minutes later we called... on its way... 30 minutes later we called... on its way... 5 or so minutes later it arrived. At that point our daughter was saying I just want to go to bed, where is my crib, not normal behaviour from a 2.5yr old. When she woke up from her nap she was sweaty even though we had the temperature set below 20 degrees and the AC was incredibly loud. Later that night someone came and fixed that as well as it apparently wasn't working but it still never got colder than 22 degrees. The hotel has a great location, is well appointed and the room was generally nice, but we did not feel like anyone cared about our experience. It was also a bit like a factory since it was full those days and we repeatedly had to take the stairs to level 1 because of tour group lines at the elevators.
"Nice property...a/c not so great"
Great location, lovely dining and b'fast area. You can walk to many attractions. Thought the staff was pleasant and helpful. Two issues with the room, a/c was broken (we moved to another room it was worse, so we went back to first room, second was for some strange reason we were given an accessible room, so in order to accomadate wheelchairs the shower was wide open thus cold and water went everywhere.
"Luxury hotel in city center"
This hotel is within walking distance from almost anything you might want to see in Madrid. Just across the street from national museum del prado. Rooms are very nice and even have an old-fashioned doorbell.
"5 STAR PRICES, 1 STAR RECEPTION."
When I arrived with my husband for a weekend stay at the Westin Palace, the cost of the room + 15% more was blocked on our debit card. When we left we settled the bill, however we were charged AGAIN for the cost of the room even though they were blocking the original amount. That´s to say we were charged TWICE and the funds are still blocked on our debit card!!! This was over 2 weeks ago and nobody in reception has queried why there are monies being held against a couple that let 2 weeks before!!! Unacceptable farce where nobody wants to admit what they have done and are blaming it on "the system". 5 star prices 1 star staff.
Credit cards accepted by the hotel: Visa - MasterCard
Check-in: 3:00 PM , Check-out: 12:00 PM