The Madrid EDITION — Hotel in Madrid

THE GOOD|I always like to start with what makes a hotel great. The staff here was very good—the pool staff in particular was a highlight. The location also can’t be beat; it’s just a few steps from Sol.||We were traveling with friends who are big Marriott status travelers, so we followed their lead on this hotel. I typically book through my Amex Platinum, and honestly, I should have on this trip—I spaced. Because I don’t have much status with Marriott Bonvoy, our stay was pretty run-of-the-mill.||When we checked in (very late, due to delayed flights), I asked for a quiet room with a tub. We were offered an “upgraded” room that usually goes for €700 more per night, but were told we could have it for €500 more—which was basically what we had already paid. We declined. Instead, we were put in a room on Floor 1, directly above the lobby, which turns into a DJ set late into the evening. The bass carried up through the floor until around midnight. For Spain, that may be early, but for us it was very late.||Which brings me to this: if you were born before 1980, think twice about booking this hotel. The vibe is very young and “influencer-ish.” The pool area was filled with thirty-somethings drinking all day—and that’s fine if that’s your thing, but it’s not really ours. (Oh, and the pool? Freezing. Unusably cold, even when the outside temp was in the 80s.)||THE BAD|Things really went off the rails on our last night, when we got maybe 45 minutes of sleep—no exaggeration.||The guests in the room next to ours came back stinking drunk around 1:45 a.m., while we were still trying to fall asleep after the DJ session. Our room had a sliding glass door to a terrace, as did theirs. When they decided to come home and PARTY all night, we became collateral damage.||We had to call security. They came, but just lingered in the hallway for about 15 minutes. When things escalated, I got dressed to head down to the lobby, but found the manager at their door. By this point it was 3:30 a.m., and we had an early flight. Eventually, the party moved from their room to another connecting room, where it continued for another couple of hours. In short, it was torturous.||When we got up after our 45 minutes of sleep, we went to check out. I told the front desk about our night. The staff seemed aware of what had happened. At first they offered to refund a portion of the stay, but ultimately comped the whole night. That was the right thing to do, but the experience still needs to be noted in this review.||When I mentioned hearing the DJ through the floor, I was told I was “the first person ever to mention this.” Highly doubtful. Do managers ever sleep in their own hotel rooms? They should. (For reference: we were in Room 132.)||MAINTENANCE ISSUES|One of the first things that stood out was the plumbing fixtures throughout the entire hotel. Every single bathroom we saw had peeling hardware. This place was clearly built when “millennial pink” was in vogue, and the rose gold finishes have not aged well. It looks cheap, and I doubt most of the hotel’s guests would tolerate this in their own homes—yet here it is, even in suites and public spaces.||The Ipe decking on the walkway to the pool needs reinstallation—it’s janky and noisy. The pool garden area had cigarette butts scattered around—not a five-star look. And the furry throws in the guest rooms? They feel unsanitary and should go.||VALUE ISSUES|Breakfast for two is over $100 USD. Terrible value. If I’d booked through Amex Platinum, this would’ve been included. Over a four-night stay, that really added up. The breakfast itself was fine, but nowhere near worth $100+.||If you’re sensitive to scents: avoid. The Edition brand uses a Le Labo fragrance throughout the hotel, and in Madrid, as in Reykjavik, it’s overwhelming—especially in the lobby.||THE FINAL STRAW|And yes, I was already writing this review in my head throughout the stay, but what pushed me over the edge was the $25 minibar charge that showed up in my email after we checked out. When I asked about it, I was told it was for a charger. We never even touch minibars—we’re not minibar people. Of course the charge was reversed, but this just reinforced the nickel-and-dime feeling of the place.||So thank you, Edition Madrid, for reminding me to do more homework when booking hotels. Needless to say, I won’t be staying at...

I stayed at The Madrid Edition for 4 nights (August 19–23, 2024). While the hotel has many strengths, several serious issues during my stay made it a stressful and disappointing experience. Travelers should be aware of these problems before booking.

Negatives (what went wrong): Confusing and inconsistent service information – I asked for a power adapter and was first told it would cost €25. Later that night, four adapters were delivered to my room free of charge. Such contradictions undermine trust and show weak internal communication. Hygiene issue with ants – midway through my stay, I found a large number of ants in the room, even on my clothes. With a baby traveling with me, this was unacceptable. The hotel moved me to another room of the same category, but I had to repack and move in the middle of my stay, and no compensation or upgrade was offered. Unprofessional complaint handling – a guest from the next room knocked on my door late at night to complain about noise, which was simply my baby crying a few minutes after we arrived. The hotel should have managed such complaints directly instead of leaving me to deal with another guest. Concierge service failure – I booked a complete luggage transfer service to the airport (6 large suitcases with assistance through Tax Free and check-in) for €170. Only at 11pm, the night before my 9am flight, was I told this did not include luggage handling unless I paid an extra €75–80. This last-minute change left me no chance to arrange alternatives. Poor execution on departure day – despite clear agreements, the staff member sent to help me asked me to push a trolley with three suitcases myself, which completely defeated the purpose of the service. I had explained from the start that I was paying precisely because I could not handle the bags, especially with a baby and family. Refund that didn’t solve the real problem – the hotel later apologized and refunded the amount, but this did not help me at the airport, where I was left struggling with my luggage at the worst possible time. For a five-star luxury hotel, this was unacceptable.

Positives (what went well): • Fast and smooth check-in, with luggage already waiting in the room. • Friendly, polite, and attentive staff who usually provided service quickly and apologized even for small delays. • Beautiful minimalist design, elegant and calm atmosphere. • Spacious and comfortable room. • Lovely lobby and stylish furniture. • Good location close to shopping areas (though not all are high-end).

Overall: The Madrid Edition is undeniably stylish, with attentive staff and beautiful design. But the serious service failures, hygiene problems, and lack of professionalism in handling critical issues overshadowed the positives. For the price and five-star category, I expected far higher consistency and reliability. Unfortunately, I left more stressed than...

I will start my review by emphasizing the importance of people in any business today. People make all the decisions that matter. I travel a lot, and sometimes even the hotel brand is not as important as having the right person in front of you.

My first stay at The Edition Madrid was initially disappointing. The first hours before my final check-in after 8 long hours were terrible. It was at that moment, on that day, that no one from the front desk, starting with the responsible manager, had any working relationship with each other.

There was literally zero communication between team members, from the front desk to the rooftop pool. Instead of genuinely helping clients, they turned a blind eye to everything and worked only for check marks.

The entire reception team, particularly the morning shift manager, provided awful service. They made it clear they didn’t care about the clients. The same situation occurred at the pool, and after a long 8-hour wait for check-in, when I asked a few times if my room was ready (my phone was totally off and uncharged), I found out that she (the pool representative) had finished her shift and left without any updates or answers.

However, despite all these surprises, on the first evening of my arrival, I had a chance encounter with a very professional, honest, and beautiful representative of the hotel, Ana Fraga, the director of guest relations. She smiled and offered to help, saying, “I’m here to help you.” From that moment, I felt a renewed confidence and faith in people and excellent service.

Ana Fraga, you are one of the best individuals I have ever encountered in the hospitality industry. If her managers read this, I sincerely hope they consider promoting her as soon as possible. She did everything in her power to save the reputation of the hotel and the entire team. Such people are one in a million. They work not for the salary but from the bottom of their hearts. I believe that this young woman, with her beautiful, kind heart and exceptional customer service skills, deserves a new role in the hotel.

Ana Fraga is the best. I will definitely return to this hotel because of her outstanding hospitality.

Also, I would like to express my gratitude to the following people who truly did everything to change my opinion about the team, the hotel, and the brand, The Edition Hotels: the best breakfast in Madrid and special thanks to the assistant banquets manager, Ana Costa Castro; a big thank you to the pool team, India Ellisi, Almudena, Christopher Losserand; and of course, last but not least, the most caring and welcoming bellman,...