Thompson Madrid, by Hyatt

The location made it easy to explore old Madrid on foot, and the rooftop views were lovely. The rooms were elegant and thoughtfully put together, with very comfortable beds and linens. Even the shower had great water pressure. We’d booked a room with two twin beds, mistakenly thinking they were full size. Once we realized our family of three wouldn’t fit comfortably, German took charge with so much warmth and professionalism. He found us a room that worked without charging extra, then contacted the next hotel on our itinerary to help us avoid the same problem there. That kind of care really stayed with us. It was a fantastic visit, and we’d happily return. We’re so grateful to German.

Lizz and Raul at the bar are so friendly and doing a great job. We’ve stayed here once before and that first visit was amazing, which is why this one has been such a disappointment. We’re still here, leaving Saturday, and hope someone sees this. The rooftop restaurant has been closed for private events the last two nights. We chose the hotel for the rooftop, and today I just wanted to have coffee up there and see the view for 20 minutes around noon. We’d missed breakfast, but they still weren’t offering service, so we had to go out for food and coffee. It’s made us really sad. Room service feels like a joke too. You can’t order by phone, only through a QR code, and food takes at least 30 minutes to come from outside. Downstairs, the restaurant looks nice and we had drinks there, but tonight our burgers arrived undercooked and we couldn’t finish them. That wasn’t professional. We’d love the hotel to make this right so we can come back to our favorite place. Thanks so much.

The hotel sits in a very busy area with lots of people walking by, so keep that in mind if you prefer a quieter, more exclusive neighborhood. We had to wait about 45 minutes in the lobby after being told our room would be ready after 3 or 4 pm. Breakfast was crowded and service dragged. The menu sounded promising, but the food was just so-so, and one of the included items never showed up. Maybe a simpler setup like a buffet would work better. Still, the rooms were spacious, clean, and modern, the location was good, and the staff were friendly and helpful. It’s one of the better Thompson hotels I’ve stayed in, and I’d recommend it with those things in mind.

No room upgrade was offered for my Explorist status, even though higher-category rooms showed as available at check-in. The rooms and location are fantastic, but breakfast service felt below what I’d expect from a 5-star hotel. They seemed short-staffed and disorganized. I had to chase up the rest of my order, only to hear it was sold out, and nobody checked in or refilled my drinks. Great property, but the service needs to catch up.