Thompson Madrid, by Hyatt — Hotel in Madrid

We had booked a 2 night stay at the hotel for our stop over in Madrid. We booked it primarily b/c I was able to use my Hyatt points and it's central to the main tourist sites in Madrid (most of them are walking distance). I didn't know what else to expect, especially considering this was the first time we were staying at a Thompson brand. We were blown away by the boutique ambience. It's beautifully decorated and very welcoming. The hotel staff is amazing, always ready to help and always smiling (from 'doormen' to front desk staff). The lobby is small (as expected given the location) but there's a nice bar where you could eat lunch or have a drink. The restaurant is tucked away behind a door that always makes it look like a speakeasy. Breakfast is served there and it's a bakery so croissants are made fresh daily. Given our Explorist status, we were upgraded to a room with a balcony. It was nice to be recognized for having brand status and for upgrading the room. While we did not stand out in the balcony (it was too hot), we did appreciate the little extra room we had. Note, the balcony is small, just big enough to stand on it, not enough to fit a chair. The views from the rooms aren't anything impressive as they face the other buildings across the street, but you aren't staying here for the views from the room. The room was well decorated and looked/felt very chic. The bathroom was spacious as well and had a nice (and easy to use) waterfall shower. The three negatives about the room are that the toilet (which it has a separate door) has a clear door. This means if someone is on the toilet, you can't really use the rest of the bathroom. It would be nice if they made the toilet glass frosted (each to do after the fact as well) to provide the privacy and allow two people to use the bathroom at the same time. The other negative about the bathroom is that there is no exhaust so the smell lingers. This one is harder to fix after the fact but something to keep in mind. Lastly, the 3rd negative about the room is that the thermostat does not go below 19 degrees Celsius. I understand why many hotels do this but it does result in the room getting warm in middle of the night. It would be nice if they adjusted this to allow you to drop it to 17 degrees.

Regarding the staff, they were very helpful in answering all our questions. They explained the neighborhood, what we can walk to and provided some great restaurant reservations. The only negative about the service was that the hotel seems very stingy with the water. We were given 2 bottles of water free daily but it seemed like they were hesitant to provide more beyond that. When we stopped by the front desk in the evening asking for more, they said they had run out and would send some up shortly. That never came. when we called in the morning, they asked if the room had been serviced. It hadn't so they sent 2 up, but that meant we did not get additional water when the room was finally serviced.

There is a nice rooftop pool and bar. The pool is small and was full when we walked by it. The bar is nice and has sweeping views of Madrid and a great place to hang out. The drinks are decent but def. a bit on the sweeter side. They could do with better whiskey options.

The one part we were extremely disappointed about was housekeeping. We were only there for 2 nights so only had 1 day of housekeeping experience. However, after housekeeping serviced our room after the 1st night, the room slippers (that we were using) were removed and not replaced. One of the bath robe (which we were also using) was removed and not replaced. The hand bar soap (which we had opened but barely used) was removed but not replaced.

Finally, the day before we reached Madrid, there was a big parade so lot of streets were closed to cars. That is understandable but I wish the hotel had informed us and suggested best option of getting to the hotel. The taxi we took from the train station was utterly lost on how to get to the hotel due to...

When you are paying over $500 USD a night for a hotel, when you are staying at a hotel that classifies itself as 5-Star and when you stay in an international brand such as the Thompson who defines it self as the “combination of innovative design and crafted luxury in unique locations, set apart by an unprecedented level of personalized hospitality, private spaces and bespoke journeys” and claims “The refined edge of travel” it is disheartening to have a completely opposite experience.

I have to say that the hotel it self physically is well located, the rooms are a large and well decorated and maintained. The gym is decent but they need to purchase an extra bench as there is not only room for it but a big need for the extra bench.

Now the front of the house service…wow what a MASSIVE DISAPPOINTMENT. Granted I am very well aware that I am in Spain, one is till staying in an American Hotel Chain, an a “luxury” property to which they should know hospitality.

Well long story short ZERO HOSPITALITY, Professionalism and Customer Focused Service. Which is ironic as they are in the hospitality industry!

The front of the house individuals are more focused on chatting among themselves, more focused on their laptop, more focused on their paper work in front of them or for that matter they are more focused on anything other than the customer. One would expect that if a guest comes in front of the podium their first instinct would be to immediately stop what they doing and greet and address the customer; as one would do if one is focused in hospitality.

Not the case, you will just stand there in front of their podium like a clown and just wait…with zero greetings and/or zero acknowledgment - the customer is not a priority or a focus.

There would be 4 to 5 employees at the front check in area behind the podium and no one will greet you until they are feel like it. They will just continue to chat amongst themselves and make a customer wait until they believe we mere peasants spending over $500+ USD deserve their attention!

IT IS BONKERS that they DO NOT PUT CUSTOMERS FIRST!

And when they do “choose” to give you attention woof they are THE ROUGHEST, RUDEST and most UNFRIENDLY and UNPROFESSIONAL front of the house employees I have intersected with.

They simply do not care about customer service nor customer loyalty.

When trying to interact with the concierge woof that was even worst! She was too “busy” checking people in…

Why is concierge checking people in? Especially when you have 4 people at the check in area not interacting with a customer!

But the guest time is not important at all! So people needing concierge has to wait and waste their valuable time because the concierge now wants to check people in. Ridiculous!

And when ones does finally interact with concierge and challenges the fact that co concierge shouldn’t be checking people in, we continue on the same practice of poor customer service and zero professionalism.

It’s a shame for a property that carries them Thompson name from the Hyatt group, their front of the house lacks refinement, lack class, lacks professionalism, lacks customer oriented...

Hotel review: 📍Madrid: Thompson madrid

This hotel just opened about a year and a half ago and the design shows it. It is such a swanky and cool hotel, right in the heart of all the craziness. I had no idea it was such a central location and there are loads of people walking outside the hotel. Fortunately we were given a room on the quiet side but i could see how it could be a bit loud if youre facing the side with all the shops. Our room was 418 which was great. Outside of the hotel there is currently a lot of construction as they are renovating the square out front. This made for a really annoying walk for us when we were coming from the train station, as my husband and I had to lug all of our things about 2 blocks to get to the hotel, whereas there is a smaller side street that cars can pull up to which will avoid that. If you want to give your driver a specific location, the Subway on plaza del carmen would be a good drop off point. I was shocked a 5 star hotel wouldn’t send out an email prior to our check in date to recommend a better drop off location, especially with so many one way streets in Madrid, it’s not easy to just go to the other side.

I did not hear any disturbing noises from the construction though. Im sure it will be a really beautiful square once theyre done with the renovations.

We had a GOH applied to this stay and we got one category upgrade. The room is absolutely beautiful. The king bed was huge, which makes me think that they pushed two double beds together. They do put a sheet to create the illusion that it is one king bed.

The breakfast is at the omar, which is a michelin recognized restaurant on their first floor. It is an a la carte breakfast, with a wonderful spread. I would highly recommended the poached eggs with kimchi hollandaise as well as their carrot cake and pistachio cake of the day! The chocolate croissant is also to die for.

The rooftop is so amazing and such a vibe. We didn’t get in trouble for bringing our own alcohol up to the rooftop to enjoy, as long as you don’t bring glass in the pool area.

Con- there is no iron/steamer in the room. I used the hyatt app to request various items and the only item that came delivered was ice. I tried the app again with no success. It was only when I called for a hair curler and a steamer were the items delivered. Delivering partial items when they’re all available through the app doesn’t make sense. They also charge 5 euro for ice! didn't know that until check out. They do not disclose that in the app and I felt that was a bit deceitful. Come to think of it,

A taxi to the airport is 33 euro fixed price.

Unrelated restaurant recommendation: Entre santos madrid is the best restaurant we had on our 12 day trip to italy/barcelona/madrid. It is phenomenal and a 7 min walk from the hotel.

Hope this trip review can help others!they only promptly delivered the items that required payment. All the other items (extra pillows, steamer, hair curler) were not delivered after two days of requesting them through the app and were only delivered when I called....