Canopy by Hilton Madrid Castellana — Hotel in Madrid

DO NOT STAY AT THIS HOTEL. My safety and well-being was compromised on the first night of my stay, by 3 men, whom I still have no idea if they were also guests of the hotel, or not, outside of the hotel and again later at the hotel bar. After having to request being escorted to the elevator for protection, I called the front desk to explain the situation, and no security was sent to check on me, nor was any manager or employee informed of the incident. The following morning, I had to re-explain what happened to the Manager on Duty, who was going to "look into it" and call me with an update. A few hours later, she called to say that the men were identified, as guests, and that they had checked-out that morning. My mind was briefly at ease, until the same 3 men again arrived at the bar area that night, which immediately made me extremely uncomfortable and sent me back into shock. To make a long story short, I had to then escalate my concerns to the Assistant General Manager, who apologized but said that they had to "request security footage", as it was not immediately available. This is very curious, as how is it that without security footage, were the 3 men "identified" in the first place? I feel as though they did not take my concerns seriously, and only told me that the men "checked-out" of the hotel to get me to shut-up. Not to mention, she offered to assist me with filing a police report, because "they have the police on speed dial, due to all of the incidents they frequently experience in the area". Makes sense considering there is a homeless encampment not far from the main entrance there in the plaza. I arrived on a Thursday, checked out the following Tuesday, and even upon check-out, they still were not able to receive "security footage access" to identify the individuals. The lack of care or concern for my safety felt like it was a joke to them, especially when they tried offering me complimentary breakfast to make up for what happened. I am a hospitality professional, who has been working in the industry for over 10 years, and never have I experienced anything so unprofessional or disappointing. The golden rule of hospitality has always been, and will always be - the safety and well-being of your guests, which is certainly not practiced at the Canopy Hilton Madrid Castellana! Go...

I had an absolutely amazing experience at Canopy by Hilton that left me truly impressed. From the moment I arrived, I was captivated by the hotel's contemporary design and luxurious atmosphere. The newness of the property was evident everywhere, from the pristine common areas to the stylishly furnished rooms.

The spaciousness of the hotel was one of its standout features. The expansive open areas gave a sense of freedom and allowed guests to move around comfortably. Whether I was in the lobby, the lounge, or the rooftop, I never felt crowded or confined. It was a refreshing change from the cramped spaces often found in city hotels.

The staff at Canopy by Hilton truly went above and beyond to ensure our stay was exceptional. I want to express my sincere gratitude to Jessica, Iman, Victor, Sergio, Gladys, and Douglas for their outstanding service. They were friendly, attentive, and always ready to assist with any request. Their genuine warmth and hospitality made us feel like valued guests throughout our stay.

Speaking of the rooftop, it was an absolute highlight. The moment I stepped onto the rooftop terrace, I was greeted with breathtaking views of the city skyline. The infinity pool was a masterpiece, inviting guests to take a refreshing dip while enjoying the stunning panorama. I spent hours lounging by the pool, soaking up the sun, and indulging in the tranquil ambiance. The gentle breezes added a touch of serenity to the entire experience.

The culinary offerings at Canopy by Hilton were nothing short of exceptional. The hotel's restaurants served a delightful array of dishes that catered to a variety of tastes. From flavorful local cuisine to international specialties, each bite was a culinary delight. The attention to detail in presentation and the use of fresh, high-quality ingredients truly elevated the dining experience.

Overall, my stay at Canopy by Hilton was a time well spent. It exceeded my expectations in every way and left a lasting impression. Without a doubt, this remarkable 5-star hotel is a perfect choice for demanding tourists seeking a luxurious and memorable stay. I wholeheartedly recommend Canopy by Hilton to anyone looking for an exceptional hotel experience with top-notch service, breathtaking views, and delectable...

I am writing to formally express my deep dissatisfaction and concern regarding a distressing experience I had during my recent stay at your hotel. I was in town for a short business trip and checked in around 11:30 PM. Upon entering the lift, I encountered a male guest who appeared to be intoxicated. Without provocation, he directed an extremely abusive and disrespectful comment toward me before exiting the lift. I was shocked and frightened, especially since he had seen my room number on the key card I was holding.

Out of fear for my safety, I immediately returned to the lobby to report the incident. Unfortunately, I was met with a completely unhelpful and dismissive response from the staff member on duty, named Maximo. He appeared poorly trained and indifferent to the severity of what had just occurred. I was told there were no cameras inside the lift and, astonishingly, that he could not access the lobby cameras either. When I suggested contacting the police, his response was dismissive and inappropriate, claiming that “things get stolen from the lobby all the time and the police never do anything.”

At no point did Maximo offer any help, reassurance, or even basic empathy. He did not provide any solution or escalate the issue to a manager — instead, he simply told me the manager was unavailable. Feeling completely unsafe and unsupported, I had no choice but to leave the hotel room immediately, fearing for my personal safety.

As someone from London, where CCTV is standard in public and private spaces, I was appalled by the lack of security and the complete absence of protocol for handling harassment or abuse. That a guest can be verbally assaulted with no recourse or action from hotel staff is unacceptable.

If you are considering staying at this hotel, I urge you to think twice. Their disregard for guest safety, lack of accountability, and dismissive attitude towards serious complaints make this a deeply unsafe and unwelcoming environment — especially for solo travelers.

This experience was not only disappointing but also frightening, and I sincerely hope the hotel’s management takes immediate steps to improve its staff training, safety protocols, and guest...