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“Gorgeous hotel, impeccable service”

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The Westin Palace Madrid
Ranked #50 of 443 Hotels in Madrid
Certificate of Excellence
Reviewed 1 May 2014

This is a beautiful and unique property provided us with a large, comfortable room (and I was using my Starwood points) and fantastic service. We took them up on their complementary coffee and tea, and it arrived within about five minutes of my phone call.

  • Stayed: April 2014, travelled with friends
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Thank Wendelfarb
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Paloma H, Manager at The Westin Palace Madrid, responded to this reviewResponded 4 May 2014

Dear Tripadvisor,
Great to read that you enjoyed your stay with us and thank you for your loyalty to Starwood Hotels & Resorts!
Hasta pronto!
Paloma H

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1,668 - 1,674 of 4,343 reviews

Reviewed 1 May 2014

Our expectations may have been set a little high based on the previous reviews. I think we would rate this as a solid 4-star hotel. The hotel feels like it can use a good renovation / update - there are more worn edges, frayed carpeting, stale smells etc. than this property deserves. The elevators are comically small for a hotel of this size, but generally seem somehow to do the job..

The service level was generally good but inconsistent. We found that frequently there were lengthy lines at Reception and the Concierge, but once we spoke with anyone they were always very polite and responsive. However, we found less consistency in the responsiveness of housekeeping and maintenance (though it may be that messages were lost between the various departments).

As others have mentioned, the Rotunda Restaurant is spectacular, and the dinner we had there in particular was excellent. The bar is also cozy, friendly and efficient (and serves insanely large drinks). Service in these areas was attentive.

The Palace is a beautiful building in an outstanding and central location. It is minutes by foot from the Prado, the Gardens, Retiro, Puerta del Sol, Reina Sofia, Royal Palace and the old quarter in general. From the Sol subway station you can easily get to almost anywhere in the city. The Atocha train station also is a short walk away - we clearly could have avoided the 5 minute taxi ride from there to the hotel just by walking with our rollers. The whole area of Madrid around the hotel is dramatic and attractive.

  • Stayed: April 2014, travelled with family
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Thank BGosivetti
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Paloma H, Manager at The Westin Palace Madrid, responded to this reviewResponded 4 May 2014

Dear Tripadvisor,
Thank you for taking the time to write your detail experience during your stay. We are happy to read that you enjoyed our services of Food & Bevereage as well as the centrical location of the hotel. I have shared your comments with our teams to learn from them and take the actions to correct.
Hope to welcome you again and have the opportunity to serve you better.
Best regards,
Paloma H

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Reviewed 1 May 2014

I really enjoyed my stay at this hotel. Found it to be in the right place for walking around the city. I had two one night stays here as I was traveling to and from Africa and needed to layover in the city. The staff of this hotel was very friendly and accommodating. Being a Platinum with Starwood I was upgraded to a suite at the hotel which was very nice. I plan to stay at this hotel again when I return to the city.

Room Tip: Being Platinum with SPG I received an upgrade to a suite.
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  • Stayed: September 2013, travelled on business
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Thank cxworldtraveler
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Paloma H, Manager at The Westin Palace Madrid, responded to this reviewResponded 4 May 2014

Dear Tripadvisor,
Thank you for taking the time to write your great experience and for your loyalty to Starwood Hotels & Resorts. We are so happy to read that we will have the opportunity to welcome you again when your trip brings you to Madrid.
Hasta pronto!
Paloma H

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Reviewed 30 April 2014

Our visit to the Westin Palace Madrid was just about perfect! The room was spacious, clean and well-appointed. The staff, including Eva at the Front Desk and Javier at the Concierge Desk, were friendly and efficient. We walked everywhere...the Prado, Retiro Park, Salamanca, Plaza Mayor, the Royal Palace. The location also created the one difficulty we had (through no fault of the hotel). Real Madrid beat Barcelona in a key soccer (futball) game, and the city went crazy! The partying went on all night--not far from the hotel. We would highly recommend this hotel, though we agree with other reviewers--Wi-Fi should be complimentary in the hotel rooms, or at least affordable! It was very pricy! So, when we spent time in the lobby to use the free Wi-Fi...we were surrounded by others doing the same thing!

Room Tip: The windows overlooking the street afford great views and are sound-proofed (except when all-night c...
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  • Stayed: April 2014, travelled as a couple
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1  Thank Andrea W
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Paloma H, Manager at The Westin Palace Madrid, responded to this reviewResponded 1 May 2014

Dear Tripadvisor,
We really appreciate the time taken for writing this review.
I have shared your great comments about the service received during your stay with all the team and specially with Eva and Javier. Very motivating for them!!
Looking forward to welcome you again in a near future!
Best regards,
Paloma H

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Reviewed 30 April 2014

I had the privilege of spending some quality time with my partner in Spain and we chose to stay at the Westin Palace Madrid. Perhaps the most extraordinary part of the experience while there was going to the Rotunda Restaurant. While its beautiful glass stained glass dome was a fantastic feature of the restaurant, it was the service that Marcos and his staff provided. He is a tremendous asset to the hotel and bar none, the best restaurant service we've encountered at a Westin property. Well done!

  • Stayed: April 2014, travelled as a couple
    • Location
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Thank Michael J
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Paloma H, Manager at The Westin Palace Madrid, responded to this reviewResponded 1 May 2014

Dear Tripadvisor,
Thank you so much for sharing your great experience at la Rotonda Restaurant!
It's very motivating for all the team and specially for Marcos.
Hope to welcome you again in a near future!
Hasta pronto!
Paloma H

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Reviewed 29 April 2014

The Palace could not be in a more convenient location for sightseeing, with the Prado and the Reina Sofia museums on the corner, and the Retiro Park and the Plaza Mayor both a short walk away. There are plenty of bus stops and Metro stops nearby too. This large 100 year old hotel has comfortable rooms and a remarkable glass domed restaurant that lays out a sumptuous spread for breakfast. My only complaints were no free internet in the rooms (although we discovered you could pick up free wifi in the bar) and the chambermaids were always trying to clean our room as we came back from breakfast.

  • Stayed: April 2014, travelled on business
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Thank LondonPetunia
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Paloma H, Manager at The Westin Palace Madrid, responded to this reviewResponded 30 April 2014

Dear Tripadvisor,
Thank you for sharing your experience during the last stay with us. We are happy to read that you enjoyed the city due to the hotel location as well as the room and public areas. I have shared your comments about the maids with the Housekeeping Supervisor for improvement.
Hope to have the opportunity to welcome you in a near future!
Best Regards,
Paloma H

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Reviewed 27 April 2014

This obviously used to be an amazing palace and whilst everything is very clean, it's rather dated. But rooms and bathroom were clean and the bed was very big and comfortable. We also benefited from being SPG members and got an upgrade and late check-out. However whilst it may check all the 5* boxes for facilities, service across the board was rather lacking from the reception, room service and concierge team which was rather disappointing. (These have already been raised with mgmt) Additionally, it frustrating to only have complimentary wi-fi in the reception which had very few settings areas. The gym was modern and well kitted. It was nice to have a roof terrace but this was very small and so not very relaxing.
But it's a great location and overall it was a decent experience.

Stayed: April 2014, travelled with family
Thank Dorabella888
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Paloma H, Manager at The Westin Palace Madrid, responded to this reviewResponded 28 April 2014

Dear Tripadvisor,
Thank you for taking the time to write your review about your last stay. We are happy to read that you enjoyed your well deserved SPG benefits with the upgrade and late check out as well as the Westin Heavenly bed. I apologize as we couldn't exceed your expectations with the service received and we learn of our mistakes.
Hope we have another opportunity to serve you better in the future.
Best Regards,
Paloma H
Rooms Division Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Additional Information about The Westin Palace Madrid

Address: Plaza de las Cortes 7, 28014 Madrid, Spain
Phone Number:
Region: Spain > Community of Madrid > Madrid > Huertas
Amenities:
Bar / Lounge Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free Breakfast Restaurant Room Service Shuttle Bus service Suites Wheelchair access
Hotel Style:
#10 Business Hotel in Madrid
#10 Romantic Hotel in Madrid
#12 Family Hotel in Madrid
#39 Luxury Hotel in Madrid
Price Range: £200 - £429 (Based on Average Rates for a Standard Room)
Hotel Class:5 star — The Westin Palace Madrid 5*
Number of rooms: 470
Official Description (provided by the hotel):
Built by order of King Alfonso XIII in 1912, The Westin Palace, Madrid was recently restored to its original splendor. Situated near the Prado museum, historic monuments and some of the best tapas restaurants in town, It is listed in the Condé Nast Traveler "Gold List 2010" as one of the best hotels in Spain. ... more   less 
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Also Known As:
The Westin Palace Madrid Hotel Madrid
Westin Madrid
Madrid Westin
Westin Palace Madrid

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