NH Madrid Barajas Airport

The rooms were small and simply furnished, but clean. It was fine for a night between flights, though I wouldn’t want to come back. Staff were friendly and helpful with the airport transport, at reception, and in the restaurant. The hotel could use a refresh, especially in the public areas, and one of the elevators was faulty.

We had a comfortable, quiet, clean room, just what we needed after a long flight. The staff were very friendly and helpful, and breakfast had a decent range of choices. The nearby metro made getting into Madrid quick and easy. The hotel is also close to the airport and has a free shuttle that runs until 12:30 AM, so it suited both our transit stop and city exploring. We really enjoyed staying here and will come back.

The staff were attentive, and the facilities met expectations, so I’ve got nothing to complain about with the hotel. My only issue was my roommate being a little noisy. I didn’t report it since it was beyond the staff’s control, and it didn’t spoil my stay. I really enjoyed being here and would return soon if I can.

My stay at an NH property left me feeling unsafe and very disappointed. While I was in the hotel restaurant, our group experienced a distressing incident involving personal belongings inside the restaurant, which is part of the hotel. We expected basic security there, or at least prompt, active help from management to respond and identify the person responsible. Instead, staff did not review CCTV, file an internal report, or offer support or an apology. No one contacted me afterward either. The incident caused stress, anxiety, and discomfort for all of us, not only those directly affected. It damaged our trip and took away the sense of safety we expected. I’m sharing this honestly and respectfully because I want NH to maintain the care and safety guests expect. This is feedback about my experience with the NH brand. The fact that it happened at an NH property remains relevant even if it was not at the specific hotel responding to me. I have read the General Manager’s response, and it doesn’t fully reflect our experience. An apology to the Embassy of Egypt did not reach us as the guests affected. Neither I nor anyone in our group received a personal apology at the time or later. Acknowledgment and empathy toward us mattered. Our belongings weren’t left in a public place outside the hotel. They were in the hotel restaurant. I’m writing from disappointment, not to escalate or assign blame unnecessarily. I had hoped for a more compassionate, guest-focused response worthy of an international hotel. I still hope the matter can be reviewed with more humanity and handled in a way that restores some trust and goodwill.