AC Madrid Aitana

I booked here after cancelling a much cheaper stay at Luze Hotel. I was travelling alone, don’t speak Spanish, and had emailed twice to confirm there were English entertainment channels. I’m recovering from cancer treatment and knew I’d be in pain after the long flight from Sydney, so the advertised bath in every room mattered too. There were no English entertainment channels, something the staff could easily have checked, and initially there was no bath. Manuel at the front desk offered a price of 750 euros, but billed me 820 euros, which cost me an extra 120 AUD. I raised it with him there and showed proof, but he wouldn’t adjust the bill. I emailed again from Sydney after I got home and still got no help. They eventually gave me a room with a bath after I spoke up, but offered no help with moving rooms.

I don’t speak Spanish, and after yesterday’s match at the Bernabeu I just wanted to get home. The streets were blocked, my Uber driver didn’t speak Spanish and couldn’t or wouldn’t reach the pickup point, and my phone battery was gone by then. I was lucky the staff here were incredibly kind, even though I wasn’t a guest. They were patient, helped me get a taxi, and showed me how to tell the driver where to go. It all worked out. Thank you to the great people at this hotel.

Maria at the front desk upgraded my room without me even asking, and the staff were amazing. I couldn’t have hoped for better service. I really liked how the hotel mixes an old-fashioned charm with a modern style. Thanks again.

Service was perfect and the people were friendly. We spent four cozy nights here. The subway is a walk of more than 100 metres away. If you’re not into soccer or Michelin-starred food, you might prefer somewhere in the city centre.