AC Hotel Avenida de América by Marriott

I’ve stayed here two years in a row, and the service has been superb each time. Enrique at the front desk was extraordinary this year. He treated us respectfully, helped us with all kinds of things, and made the whole family feel welcome. He also gave us several recommendations around town, and everything we tried was exceptional. The customer service was Ritz Carlton level. I highly recommend this hotel.

Enrique was the standout. He remembered our plans and preferences, listened, made sure we were taken care of, and was always available with recommendations. Some of the staff were extremely friendly and helpful, and the hotel was great, but no one went out of their way like he did.

I spent a week here and had a very stressful stay. After housekeeping, a prescription medication went missing from my room. I had to spend significant time and effort while travelling abroad finding a doctor who could provide a replacement prescription. Staff couldn’t find the medication and gave me little help arranging medical care or following up. Since it disappeared during routine room cleaning, I expected the hotel to take more responsibility for helping me access a doctor. I understand accidents happen, but given the medical implications, the way this was handled fell far below what I’d expect from a Marriott property.

The price reflects that the AC Hotel Avenida de América is a bit out of the way from the main tourist sights. For a short stay in Madrid, it was comfortable, with a solid standard and good value.