Hotel NH Collection Madrid Paseo del Prado — Hotel in Madrid

This is the best hotel ever. If you ever have the opportunity to vacation in Madrid this is the hotel you should stay at. My wife and I vacationed in Spain this summer we previously visited 2 years ago. And we stayed at this hotel. I was impressed with the service, the room and the excellent staff. It clearly provided 5 star service and pampered us. Its proximity to the Prado, Thyssen and Reina Sophia and its excellent breakfast made our stay enjoyable. At that time I wrote a very sincere review. Since then we have stayed at the hotel two more times and my expectations were always met and I was never disappointed. But this last stay unfortunately my wife and I had a major problem. yesterday, (We were using the hotel as our base and taking day trips). We were in Toledo Spain when I realized I forgot our return train tickets to Madrid in the hotel room. Needless to say my wife wasn’t too happy with me and we expected to now have difficulty returning especially since the trains were full and we would have to buy replacement tickets. My wife then suggested we call the hotel and see if they could possibly help us. I spoke with Iban Garcia at customer service. He assured me that they can help and with my permission he stopped what he was doing and immediately went to our room to look for the tickets. Once he found them he scanned them and sent them to my email account. And it was more than acceptable for securing our train ride home. I don’t know even where to begin he went far beyond my expectations and I’m sure his job description. Thank you Iban. Laura in customer service told me when I checked in : welcome home. She has always made our stays enjoyable and goes out of her way to accommodate our needs and to make our stays exceptional. In the breakfast they know my dietary needs and my love of great food and coffee. Miguel (my friend), Nuria, Aisha and Alba never cease to amaze me with their abundance of suggestions, accommodation and hospitality. I truly love all of them. I have traveled extensively. I love good food, fortunately can appreciate some of the finer things in life. I appreciate good service. That said I have never stayed in a hotel with as nice staff, wonderful accommodations and understanding of hospitality. I would give this hotel 10 stars if I could. I highly recommend it and will never stay anywhere else when I...

Where do we even begin?||||Our stay began with a disorganized check-in process through AmaWaterways. For a hotel that caters to travelers arriving through a luxury cruise line, things should have been seamless upon arrival. Instead, nothing was prepared, and the experience was chaotic—despite using the app and following all recommended procedures.||||That said, the staff was kind and gracious throughout—until Monday, when everything fell apart.||||When the power outage affected Spain, Portugal, and parts of France, the lack of preparedness and response from your hotel was nothing short of shocking.||||No communication.||||No backup generator.||||No Wi-Fi (even though other hotels nearby had it).||||No emergency lighting or flashlights.||||No food or snacks provided—not even from the stocked minibars in rooms.||||No assistance for guests stuck on upper floors with no working elevators.||||Many of us were trapped on the 7th floor, unable to safely go up or down stairs due to health conditions or age—and still, nothing was done.||||Other hotels around Madrid made every effort to help their guests—offering snacks, whatever food they had available, and working to provide updates and support during the blackout. Meanwhile, your hotel offered nothing.||||To add insult to injury, during checkout, we were asked whether we took anything from the minibar—really? You didn’t offer a single item to guests during a crisis, yet you want to charge people for chips and water when there was literally nothing else available?||||We couldn't even connect to the internet without walking to a nearby hotel just to use their Wi-Fi. This level of disregard for guest safety, comfort, and basic decency is completely unacceptable.||||We met several travelers at the airport who stayed in other hotels—and none of them experienced anything close to this level of neglect. In fact, most described how other hotels bent over backward to assist and reassure guests during the outage.||||Here? Radio silence.||||It’s a real shame that this experience left such a bad taste in our mouths—not just for your hotel, but for Madrid overall. We’ve traveled extensively and rarely encountered this level of mismanagement and indifference.||||Guests...

We stayed at an NH collection hotel in Barcelona that was rated 3.5 stars and it topped this hotel in literally every way. We had the equivalent room in Barcelona; it was larger, more nicely appointed with a full soaking tub, and the bed was more comfortable. This room is tiny, outdated (green marble everywhere 🤮), and noisy. Bring ear plugs for the street noise! No pool or spa like our other hotel; heck there’s not even an iron in the room and that is standard in most 2-star hotels! There’s also a limit on what you can set the air conditioning temperature to, which is warmer than what we normally sleep in. We asked that our room not be made up, but it was done anyway which upset us. We had left things out that we didn’t want touched and don’t believe in needing towels changed on a daily basis. They even have a sign in the room about being “green”, yet they took towels we hadn’t used yet. The breakfast is good but not as nice as the previous NH 3.5 star, and the staff here aren’t nearly as friendly. If having dry warm champagne shoved in your face when you arrive and needing to pay a bellhop €5 to put your baggage in an elevator after you’ve just trucked it 20 minutes from the train station makes this 5 star, I guess so be it. We are not impressed. Three stars for the still good breakfast and location; everything else can be vastly improved on.

**After leaving review we returned to our room for the day to a horrible stench. It appears to be coming from the pipes that drain the shower. Smells like someone used it as a toilet. The whole bathroom stinks....