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“Beautiful hotel and excellent service”

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The Westin Palace Madrid
Ranked #44 of 438 Hotels in Madrid
Certificate of Excellence
Reviewed 4 June 2014 via mobile

We stayed one night at this hotel the last day before going back to the states. It was such a beautiful hotel! The beds were so comfortable and the service was impeccable. I would highly recommend staying here. It's in an excellent location too. You cannot go wrong!

Stayed: June 2014, travelled as a couple
1  Thank mvk2010
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 5 June 2014

Dear Tripadvisor,
Thank you so much for your nice review and for recommending us! it's a pleasure for all the Westin Palace, Madrid team to read that we exceeded your expectations.
Looking forward to welcome you again in a near future,
Best regards,
Paloma H

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Reviews (4,151)
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1,497 - 1,503 of 4,151 reviews

Reviewed 2 June 2014

We stayed at the Westin Palace Madrid for 4 nights at the end of May 2014. The location cannot be beat and I thought our room was very nice (I was expecting something a bit more tired). We were on the second floor and heard no street noise. The breakfast buffet was wonderful (we had it every day) and we were able to use free internet every day for several hours (including at the lobby) so there was no need to buy paid internet. The gym was very nice and is open 24-hours, which really sets it apart from most hotel gyms you'll find in Europe.

However, for a 5-star hotel, the service was lacking, at least for us. We are a very young looking couple, and we are sometimes treated like kids. This is fine when we go to some dive bar, but not if we are staying at a 5-star hotel. If you are a registered guest and are paying the money, you should be treated the same as any other guest, regardless of whether you look like you can afford to stay at the hotel or not (if you gave them the money, then you can afford it). We arrived in the evening and came straight from the train station with our roller bags. We walked in to the hotel and the doorman in the front didn't even look at us. He didn't welcome us, ask to take our bags, or even look in our direction. We had to drag our bags up the first flight of stairs leading to the check-out. The person assisting us with check in was fairly condescending to us while we could see the woman next to him being extremely pleasant to a group of older men who were checking in next to us. This check-in experience left a bad taste in our mouth. I will say that we got excellent service during breakfast and one employee working on Saturday, May 31 really went out of his way to help us store our bags. He ran right up to us and grabbed our bags to make sure we weren't dragging them around, which is the way it should be.

  • Stayed: May 2014, travelled as a couple
    • Value
    • Location
    • Sleep Quality
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    • Cleanliness
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1  Thank Elizabeth S
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 3 June 2014

Dear Tripadvisor,
Thank you very much for writing the review about your last stay with us.
We are happy to read that you liked the hotel location, the room assigned, the breakfast service and the service given by the bellman in your check out day.
I apologize as we were unable to meet your expectations with the servcie received in your arrival experience. I hava taken good note of the details and be sure that I have shared them with the team involved for immedite improvement.
Hope you will give us another opportunity to welcome you and serve you better.
Best regards,
Paloma H

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Reviewed 2 June 2014 via mobile

We are Starwood members and have been to so many countries and most of the time stay at westin. Madrid palace is one of most amazing properties. Grand! Imagine having breakfast at early morning of arrival under the glass stained done, so beautiful. Location is superb. Rooms, beds, shower - heavenly:) highly recommended!

Stayed: July 2013
1  Thank Alena-voyage
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 3 June 2014

Dear Tripadvisor,
Thank you so much for your great review and thank you for recommending us!
Looking forward to welcome you again in a near future!!
Best Regards,
Paloma H

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Reviewed 1 June 2014 via mobile

We entered into this hotel and I thought I had entered heaven! It smelled of beautiful flowers and was equally beautiful to look at. Our room was wonderful, we had free internet and the concierge helped us with all our questions. We were in an amazing area right in the middle of the Gaudi apartment and the Gaudi house. I would go back and stay here.

Stayed: March 2014, travelled as a couple
Thank Noodlebee
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 2 June 2014

Dear Tripadvisor,
Thank you for your nice review about your experience in your last stay at the Westin Palace, Madrid!
Looking forward to welcome you again!
Best regards,
Paloma H

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 1 June 2014

The hotel is in a great location, right near the Prado, and is very clean with lots of amenities. The staff was very accomodating. The one downside was the internet access. When you go to connect, it will tell you you may login using the free WIFI, however when we went to check out they told us that was only for the WIFI in the lobby - although it clearly says when connecting to the internet that it is free unless you choose a higher speed internet or more access! We did not discover this until paying our bill on the way out. We did argue this with the staff, and they ultimately took it off our bill.

Room Tip: Watch out for those WIFI charges.
  • Stayed: May 2014, travelled on business
    • Value
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Thank LJK37
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 2 June 2014

Dear Tripadvisor,
Thank you for taking the time to write your review about the experience in your last visit.
We are happy to read that you liked the hotel location and rooms. I shared your comment about wifi with the IT Manager.
Looking forward to welcome you back,
Best regards,
Paloma H

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Reviewed 31 May 2014

The hotel has a great location, lots of character, and surprisingly all of the modern amenities you could ever hope for and then some.

WE LOOOVED THE BREAKFAST!!! specially their churros con chocolate!!! and of course the stained glass ceiling over the breakfast courtyard.

It's a bit of a walk to get to the puerta de Alcala area, but on the other hand it's literally across the street from El Prado museum.

Room Tip: Room facing the fountain if possible and also keep in mind that this hotel does not have a pool...
  • Stayed: May 2014, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Thank danild
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 2 June 2014

Dear Tripadvisor
Thank you so much for your nice review!
We are so happy to read tha you enjoyed the breakfast and liked the hotel.
Looking forward to welcome you again in a near future,
Best Regards,
Paloma H

Report response as inappropriate
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Reviewed 31 May 2014

Very nice, friendly staff. Very clean. Ideally located. Breakfast buffet is nice as well. However they try to charge you the WIFI in the room at 15euros per day, as only the one in the lobby is complementary... Explained to you on departure. This is not acceptable for a palace and really a pity as the last experience before departure...

Stayed: May 2014, travelled as a couple
Thank Ludovic C
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 June 2014

Dear Tripadvisor,
Thank you for taking the time to write this review about your last stay with us.
It's great to read that you liked the hotel and the staff. I apologize due to the lack of information given at check in about the WIFI fee in rooms. I have shared your comments with my team and we learn from the mistakes.
Hope to have another opportunity to welcome you in a future and serve you better.
Best Regards,
Paloma H

Report response as inappropriate
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 Romantic Hotel in Madrid
#10 Business Hotel in Madrid
#15 Family Hotel in Madrid
#34 Luxury Hotel in Madrid
Price Range: £210 - £748 (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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