AC Hotel Avenida de America — Hotel in Madrid

Have you been in a hotel where you were treated as thief instead of a guest? I did in this hotel.

The past three days, I woke up everyday with my bill and letter stating that I have reached the hotel credit of €500 and hence I need to make a payment “as per their policy”. I have never made a payment in hotel half way through my stay. Professional hotels would either charge you for the whole amount upon check in or would block the stay amount from your visa.

I ignored the letter in purpose for two days and guess what? They stopped my access card for my room to get my attention and go to the reception! And of course, as I went to the reception the first topic was making that “half way through” payment and when I asked about why they mentioned “it is based of the hotel’s policy” so I asked for a copy of that policy and they said they will provide it.

This morning, I woke up with the same letter under my room door and no “copy of the policy” was attached. I went to the reception and asked about the letter and why there haven’t attached a copy of that policy.. their response was literally “ we cannot share that policy, it is internal policy”!

How ridiculous and unprofessional that is?

My immediate response was that I actually need to end my stay and check out in that particular moment. And their response was just to make sure that I pay and that’s it.

I have stayed in even 1 and 2 stars hotels with way better and welcoming experience where I felt like a guest.

In this hotel my experience was similar as if I am forcing myself into someone’s house to stay for free. It was super disappointing and ridiculous way of dealing with customer.

I am also evaluating my experience as Marriot Bonvoy member and I cannot be less regretful for ramping up those points over years as Marriott Bonvoy hotels will definitely be the last or non-existent on my list in the future.

Attached the pictures of the daily mailed letters under my room doors

Other areas that are super disappointing in the hotel:

No water bottles provided (only once when I checked in) then I had to buy mine every time from room service.

Breakfast is very disappointing and have very minimal choices (for example, there is Cereal but no Milk is available)

In conclusion, I really cannot consider this as a “hotel” or believe it should...

3.5/5 stars.

Reception and service are great. Friendly, helpful, patient. Everyone we interacted with was bilingual, which was great for our needs.

Fair price for an AC Marriott in central Madrid

Location is convenient. About a minute walk from Linea 7 (orange), and fairly central. Takes a little under 30 minutes to get to Sol.

Parking was too expensive, so we opted to park further out and purchase Metro tickets instead. 23€/day might be standard, but it's not worth it.

Room and bathroom were very clean. Room has bed, nightstands w/ reading lights (and an outlet on one side of the bed), minibar (for a charge), TV, desk, chair, bench, and closet w/ hangers. Blinds/shades were quite effective in getting a good night's sleep. Bathroom has shower/tub with removable shower head, sink, bidet, and toilet. Included shampoo, bath gel, soap, shower cap, shoe shining sponge, and a comb (i think). Good water pressure.

Noise within the hotel was an issue. It seemed as though we could hear anything and everything that was happening on our floor. I even thought one of our phones was vibrating in the early morning, but neither of us had a call come in (which means I must have been able to hear someone else's phone vibrate). Try to get a room as far from the elevator as you can, to reduce the amount of traffic around your room.

Around 09:50, someone from house keeping knocked on our door and entered our room without waiting for a response (with all the noise, we weren't sure if they were knocking on our door, so it took us a moment to realize). Of course, they exited as soon as they understood we were still in the room, but it was very uncomfortable. I could be wrong, but I imagine that 11:00 onwards is standard for housekeeping in occupied rooms.

Breakfast buffet was great. Ours was included in the rate, otherwise I probably wouldn't pay 11€/person for the buffet. Good spread, good options, fresh food and juices.

Overall, I was satisfied with the stay. The people working there are so kind, and made everything quite easy for us. Especially being a weekend before Christmas, when Madrid is packed. I'd probably bring ear-plugs next time, and be sure to hang the Do Not Disturb sign. ...

Stayed here for nearly a week at the end of April 2025 as a leisure tourist.||Location is within a 6 minute walking distance of multiple entrances of the Avenida de América metro station. It's within a less than 2 minute walk from a Lidl, 8 minutes from Aldi and 4 minutes from Carrefour Express.||Staff spoke both Spanish and very good English which was appreciated as an English speaking tourist with poor Spanish skills. ||The elevators are quite tiny and depending on how many people are in your party, especially with luggage, you might need to take separate trips because the weight limit is quite low. ||Out room was on the 5th floor and was very small but clean and decorated nicely. The windows also opened slightly so that you could get fresh air in the room. ||The bathroom had good water pressure in the very narrow shower and had plenty of hot water. The shampoo and body wash is the kind that comes from a pump on the wall, which I prefer to wasteful single-use mini toiletries.||Bed and pillows were comfortable and there was also a small refrigerator stocked with snacks (honor system for paying for items) but you could still fit your own food in there as it didn't have any sort of weight censor. ||TV does not allow for casting from your phone so we were stuck with limited channels including many audio only channels. There were a couple German channels as well as 1 English language channel for whatever TV package the hotel subscribes to. ||The area felt very safe and walkable although it is quite a distance from tourist sites and you will need to add in about 45 minutes commuting time if walking and riding the metro to a lot of the popular tourist spots.||Overall our stay was nice and I'd stay here again....