Urso Hotel & Spa — Hotel in Madrid

The hotel is in a good location in Madrid- both convenient to the Salamanca area as well as the paseo de Recoletos/Plaza Mayor, yet relatively quiet and across the street from Mercado Barcelo. Rooms were comfortable and clean with great linens and robes. I appreciated the Nespresso machine as well as the daily treats and water left by housekeeping. Water pressure and temperature were excellent.

What’s the issue then? We arrived around 1 pm from the airport, fatigued from a previous late night event. The front desk said that our room was not ready, but luckily for us, there was a different category room available the at had spa access as well as a palace view. I was confused. I thought we had already had spa access, I said, but he denied this. So tired and needing a soak, we took the upgraded rooms for 50€ additional per night (we had three rooms). The room was fine, with high ceilings and a French balconette. I threw open the curtains and saw a street and a wall. (see photo of a deluxe room with palace view) Maybe it was a palace wall? The building it surrounded was modern, so I doubt it. No worries. Went down to the pool/spa area (had to have an appointment). There’s a beautiful lukewarm raised pool with several hydrotherapy areas, not hot but relaxing. Got a little chilled and step into the hammam to … the unhealthy odor of feet and sweat and mold. We’ve been in hammams all over the world, even public ones in Istanbul, and they havent been this odiferous.

No worries. The beds have fab linens and are so comfortable. We enjoyed the city of Madrid immensely and went for our first nights sleep. Thump-thump. Thump-thump. All night long this distinct rumble was heard from our second floor room. Stuck in earplugs and slept like a rock. Next afternoon, we were enjoying a drink in the lobby and a tired couple was checking in. In the background I could hear a familiar spiel…. “Your rooms not ready, however we have an upgraded room with a palace view. and spa/hammam access for 50€ more…”. I hunted down my original reservation, and sure enough, in small print it DID say spa access was included in the original price we booked.

Long story- I did show the reservation to the manager and was not charged the additional fees. But buyer beware. Probably wouldn’t...

Review for URSO Hotel & Spa, Madrid:

I recently stayed with my wife at URSO Hotel & Spa from January 10th to 11th, 2025. Here’s my honest review:

Positive aspects: • The hotel is centrally located, making it convenient for exploring Madrid.

• The building itself is a beautifully preserved historic palace, which adds charm and elegance to the stay.

• The staff were extremely polite, kind, and helpful throughout our visit.

Negative aspects: • I paid nearly €400 for one night, and this was during a low season, right after the end of the holiday period. While the hotel is nice, I’ve stayed in many other 5-star properties at similar prices that offered a much better value for money. The price-quality ratio here feels highly exaggerated.

• Water was not complimentary in the room and was charged at €5 per bottle. Similarly, after two included coffees, any additional coffee had to be paid for. This felt quite disappointing for a luxury hotel.

• The breakfast buffet was of good quality, but the selection was very limited and underwhelming.

• The most frustrating part was the Spa. Despite the description on Booking implying that the Spa, gym, and Wifi were included, access to the Spa was actually charged based on the room type: €35 per person with a standard room, €30 with a deluxe room, and included only with suites (as explained at reception). The Spa itself is a tiny circuit with small pools and a hammam – nothing extraordinary. To make matters worse, we were even offered a room upgrade at check-in just to get a €5 discount on Spa access. This felt absurd and unacceptable for a 5-star luxury hotel, especially given the misleading information on Booking.

Overall, while the hotel is decent, the excessive pricing and lack of inclusivity in basic amenities make it hard to justify the cost. There are undoubtedly better options at this price point in Madrid.

PS. It is unacceptable for a 5-star luxury hotel to charge extra for basic amenities such as water. These things should be included in the price and reflect the standard of service expected from a property of...

I booked Urso Hotel & Spa through my Chase Sapphire Reserve points, part of the Edith Collection, which promises early check-in (upon availability), late check-out, an upgrade, $100 credit, and a welcome amenity. On paper, it sounded like a perfect five-star experience. In reality, it was anything but.||We arrived at 10:00 a.m. and were told there were no rooms available—and no idea when one might be ready. Fair enough, but when I politely asked which room category we’d been assigned, I was curtly told there would be no upgrade because the hotel was “full.” The receptionist’s only suggestion? “You can sit in the lobby or go out for a walk.” I asked if we could at least have breakfast while waiting and was told, “Of course—but you’ll have to pay.” A warm welcome indeed.||When our room was finally ready, we discovered it was a handicap-accessible room, complete with a shower that flooded the entire bathroom floor. So much for comfort. When I asked to move, I was told there were “no other rooms available”—unless I wanted to pay €600 extra for a suite. The so-called “gift amenity” was a single chocolate, the same one given during turndown service. I’ve received more thoughtful welcomes at mid-range hotels, let alone at supposed five-star properties.||Breakfast the next morning was chaos. The staff looked half-asleep; my eggs Benedict never arrived even after 30 minutes and three follow-ups. The spa? A single large jacuzzi pool, no sauna, no steam bath—hardly the “spa experience” they advertise.||Urso may have the decor of a boutique luxury hotel, but the service standard felt more like a tired three-star property. For a brand under the Edith Collection and affiliated with Chase’s luxury portfolio, this was a glaring disappointment. Perhaps I’ve just been spoiled by what true five-star hospitality looks like in Asia—where guests are valued,...