Hyatt Centric Gran Via Madrid Hotel

John was so thoughtful during breakfast. He remembered which coffee we liked and brought it over without us asking, and he kindly brought milk for our baby too. We really appreciated that. The food was delicious, and the breakfast service and attention were excellent. We had a wonderful, warm stay. Thank you!

We booked a king room with a terrace and loved looking out over Gran Via below. It's a very busy area, so there is some noise, but we travel with a sound machine and it didn't bother us. The hotel is a great spot for shopping, and we'd happily stay here again. The weather wasn't great during our Madrid visit, so we spent quite a bit of time at the hotel. We enjoyed drinks at the rooftop bar, had lunch in the downstairs bar, and used the gym every day. It's not huge, but it's clean and well equipped. Room service arrived faster than anywhere else we've tried. The hotel is beautiful and the staff were amazing and very helpful.

The team were so welcoming from check-in onward, always smiling, courteous, and ready to help. The hotel is central and has a lovely atmosphere. When I asked for a higher floor than the first-floor room I'd been assigned, they moved me to the second floor. It had the Gran Via view I'd booked and a balcony, which some rooms on that floor have. I reported that the bathroom hadn't been cleaned properly. When I got back from sightseeing, it had been taken care of, with an apology card and a small token of appreciation. I appreciated how they listened to the feedback and fixed it. Louise at concierge booked me a flamenco event with a lovely smile. She'd finished for the day when I came down for directions, but had made sure a colleague could help. Guillermo personally worked through my wifi problem until it was sorted. There was a mix-up when I requested four extra coffee creamers through guest services. Housekeeping arrived with four boxes of tissues instead. It was probably a communication issue, and they didn't question why I'd need that many. They were focused on making sure I was comfortable. Shout-out to Louise and Guillermo. I'll definitely stay again.

We enjoyed the hotel and had a pleasant stay at Hyatt Centric Madrid. It's a beautiful place in a handy spot for sightseeing and shopping, with a very good breakfast and plenty of choices. The room and room service were what I'd expect at a five-star hotel. The concierge ticket purchase for the Prado Museum was disappointing. I asked for help because I wanted to avoid language problems on the official website. The official ticket costs €15, plus €5 for the audio guide, but I later discovered I'd been charged twice that amount. The guide they gave me didn't work, so I had to pay extra at the museum for an official one. The hotel later said the tickets hadn't come from the Prado's official website. Charging double without making that clear wasn't reasonable. I would've appreciated a clear explanation of the price and where the tickets came from. Apart from that, we enjoyed our stay.