Hotel Indigo Madrid - Gran Via by IHG

The food really stood out. Breakfast was fresh and high quality, and after trying several places around Madrid, I’d say the hotel restaurant is one of the better choices for lunch and dinner too. The desserts are worth trying. The recently renovated rooms feel modern but still cozy, and the location in the centre makes it easy to walk almost everywhere. More than anything, the people made the stay memorable. From check-in to the end, the staff were attentive and helpful, and made me feel at home without forcing it. Credit to the whole team for their care and coordination. One of the best IHG hotels in Europe, in my experience, and I’d recommend it.

The reception staff were awesome, and the hotel is within walking distance of nearly everything. The rooms are large for Europe, though they face inward and get no natural sunlight. The beds were not the most comfortable, but they weren’t terrible. The decor is impeccable. I liked the reusable water bottle and filtered water stations on every floor, and the AC worked great. They reply quickly on WhatsApp, and it’s easy to take the subway to the airport.

Breakfast was a highlight, with plenty of variety and good-quality options. I also found the room clean, comfortable, and thoughtfully laid out, a nice place to unwind after exploring Madrid. The location is excellent for sightseeing, shopping, and getting around. Rui at the front desk gave me a warm welcome and was professional and attentive. I had a wonderful stay, and the hotel made my trip more enjoyable.

There were some good points, including the excellent location on Gran Vía, but the problems added up and the stay fell well short of what I’d expect from an IHG property. At check-in we were first given a Queen room even though I’d booked and paid for a King. It also smelled unpleasant, so we asked to move. The team moved us to a King room, which fixed that immediate problem, but offered no upgrade or other gesture for the inconvenience. I made a couple of requests over WhatsApp after the hotel contacted me there, but got no replies. We’d agreed on a 2 p.m. late checkout, yet when my wife returned to the room, her key card had stopped working and she had to go back to reception. Checkout was especially frustrating. The hotel’s systems were down, and we were abruptly told we had to stay and wait, even though we were trying to leave for the airport. There was also construction inside the hotel until after 10 p.m. The noise carried on until we called reception to complain and ask for it to stop. Guests shouldn’t have to ask for work to be halted at that hour. I complained to IHG about all of this and was told the hotel would contact me within 48 hours. That never happened. After I followed up myself, I was informed the hotel GM had closed the complaint.