Holiday Inn Madrid Bernabeu

I am a Hilton Honors Gold member, and this was by far the worst Hilton property I have stayed at. Similar to what many other guests have mentioned in their reviews, our main issues were an uncleaned suite, rude and unprofessional front desk staff, and rooms that were far too hot to sleep in because the AC did not cool properly. I wish I had read these reviews before booking, as this seems to be a pattern. I would strongly suggest potential guests take these reviews into account before choosing this property. We booked a suite at Canopy by Hilton Madrid because we usually trust Hilton’s quality and service worldwide. Unfortunately, this stay completely fell below that standard and genuinely affected our trip. Our room was not cleaned, and instead of accepting that a mistake had been made and trying to resolve it properly, the hotel repeatedly tried to blame us by saying we had left the Do Not Disturb sign outside. That was not true. We had to defend ourselves to several front desk staff members instead of being treated with understanding for the inconvenience caused. The management was not customer-service oriented. In particular, Natalia handled the situation rudely and unprofessionally, creating such a hostile feeling that we no longer wanted to continue our stay and ultimately cut our trip short. We were told the unused nights would be refunded if we changed our flights, so we made travel changes based on that confirmation. Afterward, the hotel changed its position and said only one night would be refunded. We have now received the receipt, and the unused nights were still charged. The hotel offered dinner at the restaurant, which was appreciated, but it does not make up for the cost of the night, the disruption, or the way the situation was handled. The rooms were extremely hot. The AC did not properly cool the room. We had to request a fan at 3 AM just to be able to get some sleep, and we heard other guests at reception also requesting fans, but the hotel did not have enough fans available for everyone. Several guests were complaining about the same issue and wanting to check out because of the heat. Overall, this was an unresponsive and poorly managed hotel experience that ruined what should have been a comfortable stay. This is not the Hilton standard I am used to, and I would recommend potential guests explore the many other hotels Madrid has to offer before booking this property.

Superb modern hotel central to all the main city places including the historic Stadium. It only costs a fixed €33 from the Airport and arrive within 15 mins. The check in is slick and courteous and the room was large as we were upgraded due to being Gold Elite, so it’s worth joining the Hilton Awards as helps to get free WiFi and other benefits. We used this hotel as our stop over between Malaga to London but we will definitely return as hugely popular and rooftop bar was buzzing with the cool crowd and food delicious. Management deserves special recognition for making a very pleasant stay and staff are so well trained and rooms are maintained superbly.

Spectacular and cheeky decor, just like the restaurant and bar offerings, great service and attention from the staff. It is my favorite hotel in Madrid.