Hard Rock Hotel Madrid

Bad experience and management! Hope the general manager will see this! No communication between department, No follow up on complains, Won’t stay in hard rock ever again! Me and my family have pay extra and booked silver suite Upton check in. However when we arrived, our suite isn’t available and put us into a cheaper normal room which is extremely unacceptable. They have blame the problem to the travel agency itself, they didn’t solve the situation despite they having other suite available. After that, we have to pay $750 euro extra to upgrade to a smaller size room than that one we originally booked! Secondly, we have reserved breakfast in the following morning. When we walked to the breakfast reception, they said we haven’t have any breakfast reservation despite I showed her our receipt. Additionally, they told me to walk to the front desk to confirm I have my breakfast booked. Clearly, they don’t have any communications between department and how professional to ask a guest to confirm when clearly that’s her task. Even the housekeeping is a mess! You easily wait for hours to get one simple thing. No one will ever pick up your phone from the front desk unless you call multiple times, just asking for a towel you have to wait at least an hour. Apparently, they have mentioned that they are short of staff. I have informed the duty manager regarding this during my stay, however no follow up or what so ever Upton my check out. Overall, bad experience and I will never stay with this brand again. If you paying to stay for a suite in this hotel, go somewhere else.

Was a little far from plaza mayor and gran via area but near to other tourist sites. But otherwise, amenities and staff are great. Just be aware that the pic of the bigger room shows a bathtub but there is only a shower. But this did not ruin my stay at all. In fact the hotel and staff were quite accommodating and pleasant. Overall, would recommend the hotel.

Good in location, near Atocha station. Good hotel facilities. Good star services. Good breakfast. BUT be careful to select the room, my room get a big column inside living room and bath room, very bad experience. I book the Superior twin room, but not superior, only at 1/F. No place to put our luggage, no table to put our accessories. May be you have to pay more to book large room will be better. And bad entrance design, you need to to go inside through a staircase, will be a problem if you have heavy luggage.

Great stay and location ⭐⭐⭐⭐⭐

Good location and service, near Atocha train station. Walking distance to Prado museum and El retiro park

The staffs are so nice and helpful! Provided decent Wellcome drinks as the checkin time is strictly 3pm on that day. The only negative point is the swimming pool is so small.

Location is not the best for Hard rock hotel. Bathrooms in superior rooms don’t have privacy, toilet and shower are separated and both have glass doors and the door on the bathroom does not seal the bathroom so your partner will everything 😊, the service was good but the location as mentioned left a lot to be desired, the breakfast was mid - at best, the hotel premises is nice and service is good but the rest is not living up to the hard rock hotel franchise.

Good option still service need a whole of improvement

Brilliant hotel, clean, modern and with great service