Madrid Marriott Auditorium — Hotel in Madrid

Check in was quick and efficient. Rooms were spacious and had all the expected/required amenities for a comfortable stay.

That is where the positives end though. Unfortunately, the pool was closed but the sauna was available. I didn't quite understand the set up of the changing facilities, the lockers were outside the changing area which meant you had to go in your swim kit to the leisure reception area to put you things away. The showers were freezing cold, so after a sauna session, I had to go back to the room to shower....not ideal.

The hot breakfast was limited, had an omelette station but other options for a vegetarian diet was very limited like hash brown, baked beans and veg sausages were not on the menu despite asking a member of staff. Their was a good variety of breads, juices, fruits and cheeses.

Here is the MAIN reason I would AVOID this hotel. On the first day as i returned to the hotel and made my way to the elevator, I was approached by a male who asked me if I stayed here and if I can prove it, they then proceeded to show me their undercover police badge. I enquired further with why me etc when there were atleast 3 other people waiting for the elevator, all my questions were ignored and I was marched to the reception area. I appreciate the police were 'doing their job'. Here is where Marriott lost control or recovery of the situation. When i was at the desk, the reception asked for my ID again, which was presented hours earlier during check in process. When i said that you have already seen my ID at check in, the lady rudely and abruptly said 'it is for your own safety' a comment full of judgement and contempt. I felt i had no choice but to present my ID again.

You may think this is all completely understandable...at this point I would like to highlight I am a Muslim male with a beard as my article of faith, with the singling out at the lifts and the way the front desk spoke to me, I put this all down to racial profiling. So much so that the porter approached me and said I saw everything, I am sorry how you have been treated.

So, in conclusion, I will be working on improving my hilton honors gold membership to diamond rather than give Marriott my business further (who I am a gold member with).

I think there is a clear training opportunity here that needs to be addressed in our multi cultural and diverse world, which anyone would expect hoteliers to understand and serve without affecting psychological safety.

So...

I chose this hotel mainly for its proximity to the airport, as my wife and I had separate early morning flights. The property is enormous, very much in line with the standard Marriott style—predictable, comfortable, and efficient. However, despite the convenience, I unfortunately experienced two significant service issues that fell short of Marriott’s well-known guest care philosophy, particularly their L.E.A.R.N. approach to complaint handling.

Upon arrival, I was offered a welcome drink due to my loyal guest status. I first went to the sports bar and asked the waiter if they would be showing the FIFA Club World Cup final. He dismissed the idea outright, insisting they would not show it—even though it was a free-to-air broadcast. His lack of willingness to even try was disappointing. I went instead to the lobby bar, where I watched the game on my phone. At halftime, I walked past the sports bar only to see the match playing on every screen. When I asked the waiter about it, rather than apologizing, he reacted with irritation and disrespect. That interaction left me with a sour taste.

The second issue was with the shuttle service. At 4:45 a.m., I took the shuttle to accompany my wife to her flight and asked the driver if I could return afterward. He confirmed that the first return bus from the airport to the hotel left at 7:40 a.m. I waited at the stop from 5:30 until 7:40, but the bus never arrived. When I called the hotel, staff insisted the shuttle had passed by and claimed to have GPS evidence, essentially denying my account. I was left stranded and had to take a taxi back. Once at the hotel, I spoke with Mr. Iñaki Guinea, who was professional, empathetic, and reimbursed my taxi fare. His courteous handling of the situation was appreciated, but it did not fully erase the frustration and poor experience of that morning.

Overall, while the Marriott Auditorium offers convenience and scale, my stay highlighted serious lapses in customer service and attitude, which are inconsistent with the Marriott brand’s reputation. What could have been a seamless airport hotel experience ended up leaving me with a strong sense of...

When I last reviewed this hotel seven months ago, I complained bitterly about the fact that yet AGAIN (meaning despite explicit previous complaints about the same thing), the hotel had been unwilling to use my correct email address to send me an invoice. This should never have been difficult for the hotel, as this email address is the one I used then (and still use now) for every single hotel reservation I make, as it is the only one attached to my Marriott account. Reacting to that review, a staff member apparently responsible for marketing at the hotel wrote on TripAdvisor that staff "deeply regret that there was a miscommunication about your updated email address" and that "this oversight is not reflective of the high standards we strive to uphold." Not only that, but he assured me that staff were "actively reviewing our procedures to ensure that such issues do not occur in the future." Seven months later, it has become obvious that he was simply lying. Once again, I made the newest reservation using my Marriott account, with which the email address continues to be the only one associated, and yet once again, the hotel refused to use that address. Ultimately, a staff member showed me my profile on his computer screen in the Marriott system, and I personally deleted all the wrong email addresses and wrong phone numbers (whatever makes it into their system apparently remains there for all eternity, so they had plenty of information that hadn't been correct for years if ever). Why do I have to do their work for them? It wasn't in the slightest difficult, and it is deeply offensive that the hotel never took the trouble to take care of it even after my complaints and despite assuring me that they would address the issue. I would be delighted to fire someone for this sort of incompetence and dishonesty. As if all that weren't enough, despite repeated assurances that I would get the invoice automatically by email, in the end I had to contact the hotel and request it. I suggest putting Maryna from the Executive Lounge in charge of EVERYTHING at this hotel, as she is the only one I know of there who's...