Santo Mauro, a Luxury Collection Hotel, Madrid — Hotel in Madrid

My husband and I made a reservation to dine in the outdoor terrace of the restaurant on Tuesday, September 12. The tables are placed in a lovely garden setting. However, the service needs considerable improvement. We were seated at Table 607. To begin, we ordered a bottle of Krug Grand Cuvée Champagne listed at 420€ to a server dressed in a dark suit (supposedly the sommelier). At the same time I kindly asked him if there were tulip champagne glasses available. He looked at me puzzled and said he didn’t know what type of glasses I was referring to. But that he would go inside to look for some. In the meantime, he walked past our table with a bottle of Krug Champagne which he placed on the service table without putting it in a bucket with ice. He came back with large stemmed white wine glasses, I tried to show him the shape of the tulip glasses with my hands to describe the ones I was referring to. After approximately 10 minutes he came back with glasses engraved with Laurent-Perrier that more closely resembled the tulip ones I had requested. He then opened our bottle of champagne at the service table not in our presence at our table (it seemed he was serving Lemon soda not an expensive bottle of champagne) and brought it to us to taste. The champagne was rather warm. My husband told him that it needed to be several degrees cooler, and he said let’s place it in the ice bucket and wait for it to chill. Carlos Taboada, the sommelier did not bring the champagne cork, so my husband asked him to please bring it. He said he stopped bringing corks to the table because of COVID, because he has to smell the cork. After looking for it for more than five minutes he showed up with the cork. The cork had not expanded. At this point, we decided that since we hadn’t been able to drink the champagne, and were already having the appetizer, maybe it would be best to ask the sommelier to change it for a different bottle. He flat out refused. Carlos did not offer us any other options. He said: “Once the bottle is open, the client must pay for it”. We were obligated to drink it.

Based on our experience , we feel the rating falls short as a five star Marriott Hotel. The Santo Mauro Hotel is beautifully decorated, however the so-called sommelier needs to be properly trained to deliver the level of service that is expected of a luxury...

Would we return: Absolutely and next time we promise to dress better :)

What We Loved: The doormen/front desk/concierge staff was one of the best we've experienced with any Marriott property. Friendly yet professional.. they always treated us like we were someone special. I would have enjoying a quick tour of the property as we weren't aware of the Restaurante La Biblioteca nor the wine bar until our last day there. The rooms are decorated in a rustic chic style. The property is well maintained, quiet/cozy and very debonair inside and out...it's too beautiful not to show off to each guest. Specialty chocolates each night for me and the mrs was a beautiful touch. Housekeeping was always quick and quiet and bless them for folding my clothing each morning (you are too kind).

What We Didn't Love: Breakfast at El Jardín was difficult EVERY morning .....they constantly missed an item from the set menu or gave us the wrong food. The breakfast staff were always willing and helpful to correct but we need something effortless in the morning. Cocktail drinks in the evening at El Jardin were some of the BEST tasting we've ever had. However, the three staff members dressed in black are lazy. We tried ordering a 2nd drink on one occasion and were overlooked so we left. When we returned the next day, once again .. we were overlooked by the ppl dressed in black so we had to walk up to the bar booth to order each time on this night. Service at the Jardin needs some attention and we saw other tables having the same issue.

Platinum Elite Amenities Offered To Us: Complementary breakfast each morning. This is a 35/55 EUR benefit. Extremely generous Complementary craft cocktail which was superb Tri-level suite upgrade. Again ...Extremely generous (Thank you!)

Metro: 10 min walk to many of...

As I stepped into the Santo Mauro, a Luxury Collection Hotel, Madrid, I was met with a level of opulence that left me utterly breathless! The lobby's majestic frescoes seemed to dance across the ceiling, while the polished marble floors shone like a beacon of sophistication. Every detail, from the plush velvet armchairs to the sparkling chandeliers, screamed luxury and refinement.

But it was the service that truly stole my heart! The staff were attentive, gracious, and anticipated my every need with an almost telepathic intuition. From the warm smile of the concierge to the discreet efficiency of the room service team, every interaction was a masterclass in hospitality.

And my duplex suite? Absolutely, jaw-droppingly, heart-stoppingly stunning! The living room was a symphony of elegance, with rich wood paneling, sumptuous textiles, and a statement chandelier that left me gasping in awe. The private terrace? A sun-kissed oasis with views of the city that seemed to stretch on forever!

But the piece de resistance? The jacuzzi tub, perfectly positioned in front of a floor-to-ceiling window, offering a panoramic view of Madrid while I soaked in warm, bubbly bliss. It was the ultimate indulgence, and I felt like royalty, pampered and cocooned in my own private paradise.

Santo Mauro, you are a true masterpiece, a work of art that exceeded my wildest expectations. And as a Luxury Collection Hotel, you exemplify the very best of Marriott's standards of quality, hospitality, and luxury. You are the benchmark against which all other hotels are measured. I'll be back, again and again, to bask...