NH Collection Paseo del Prado

UPDATE TO THEIR REVIEW: At checkout we were explicitly told the breakfast charges would be waived. We left with no balance, received no receipt, and signed no authorization for more charges. We also didn't use breakfast on our second day. So seeing an unexplained $151 charge on our card about two weeks after returning home, with no receipt or itemized statement, was a huge surprise. It feels fraudulent. Their response tries to place the reservation problem elsewhere, even though the front desk admitted it was an issue with the hotel's system. This whole episode shows a lack of accountability and leaves serious concerns about how guest disputes are handled. We've traveled extensively, and this is still one of our most disappointing hotel stays. We booked almost two months ahead, but when we arrived, staff said they couldn't find our reservation. We spent a long time at the desk while they tried to work it out, losing a big part of the day. You don't expect a confirmed booking to apparently vanish when you reach the hotel. It seemed clear the issue was caused by the hotel's system or internal error, and the way it was handled made us feel we weren't the first guests this had happened to. The property doesn't meet five-star standards. The facilities feel dated, and front desk staff weren't particularly welcoming or helpful. Around two weeks after we got home, our card was charged another $151 with no explanation. We hadn't used the minibar or incurred extra charges, and there was no receipt or itemized statement. Charging a card after checkout without any documentation or explanation is unacceptable and feels like a scam. After traveling and staying in hotels around the world, this was one of our worst experiences. Between the reservation mess, poor service, dated facilities, and unexplained charge, I can't recommend this hotel.

The staff were kind and friendly during our excellent six-night stay. Museo del Prado is only about a 10-minute walk away, so the location is hard to beat. The AC worked well, and we'd absolutely stay again.

The location near the main museums is fantastic. My room was charming and clean, and the staff were polite, quick, and kind. I'm loving Spain so far!

The team were incredibly kind and helpful, which made our trip much easier. The hotel is beautiful, the rooms are very clean, and the service was great. Many thanks for all the support!