Hotel Puerta America

Room was very clean and nice and cool and the breakfast was excellent

The deposit they took out when you check in was more than what they refunded by £9. They don't respond by email. Also, the air conditioning is controlled by the hotel, you cannot adjust it yourself, the room temperature is set by the hotel. Obviously in name of this fake climate change scam.

Hotel Puerta America was a great choice for our recent visit to Madrid. We chose it because it wasn’t too far from the airport, but also located close to public transport (with two subway stops within a ten minute walk). Service was good, and the decorations for the hotel were a stand-out. Beware if you’re a coffee or tea drinker, there are no kettles in the room. We didn’t try the breakfast, and found ourselves at the local restaurants rather than the hotel one.

I recently stayed at the Hotel Puerta America for a week and came away with mixed feelings. The hotel is a genuinely interesting concept, with each floor designed by a different world-renowned architect. It’s a feast for the eyes and unlike any other hotel I’ve stayed at. My room offered the most incredible view I’ve ever had from a hotel room, and the bed was, without a doubt, the comfiest I’ve ever slept in. The location is also fantastic—it's surprisingly quiet and peaceful, despite being near one of Madrid's busiest roads. The soundproofing is excellent, and I never heard any traffic or other guests. You'll find plenty of great restaurants and bars nearby, so you really don't need to venture far if you don't want to but there are excellent transport links nearby and taxis to and from the city centre are around 14€. The staff were all friendly and helpful, and the hotel never felt overcrowded. It was easy to get a sun lounger by the pool, and the breakfast, while efficient, had the same limited options every morning, which got a bit repetitive after a week. The in-room toiletries were also a nice touch and felt specifically chosen to work well with the local water. However, a few issues kept this from being a five-star experience. The most frustrating was the non-negotiable 50€ per-night deposit, which for our seven-night stay added up to a hefty 350€. This isn't mentioned anywhere during the booking process and feels like a massive oversight for anyone budgeting for their trip. The hotel should just take a credit card record like most others. Our room, while visually striking, was a bit impractical. The glass box toilet offered little privacy, and the "desk" was more of a decorative space than a functional workspace. The style-over-substance theme continued with other small annoyances: the awnings were pinned up and couldn't be closed, so it was a constant battle between natural light and the blaring hot sun in the mornings. The wardrobe hangers were old and our clothes kept falling off, ending up in a heap. The sliding glass doors were so heavy they felt cumbersome. For a five-star hotel, it was also surprising that there was no minibar, although the empty fridge was at least useful for stocking our own drinks. Ultimately, the Hotel Puerta America felt more like a business hotel than a holiday destination. It seems a bit short-staffed, with employees often handling multiple roles. While it’s a unique and visually impressive place to stay, it doesn’t quite measure up to other five-star hotels I’ve seen in Madrid due to its impracticalities and odd policies. It’s an experience worth having for the design alone, but it won’t be for everyone.

From start to finish, this hotel delivered an amazing experience. After a very stressful day with airline delays and lost baggage, the staff went above and beyond to help me. They let me wait in the lobby, use their phone to contact my airline, and treated me with nothing but kindness and professionalism. The room itself was excellent—clean, comfortable, and the perfect place to relax after such a long day. Their service truly turned a terrible travel day into a much better experience. I can confidently say I will choose this hotel every time. Highly recommend!

On arriving our room wasn't ready and we were told to come back! We asked where we could go and was told a number 1 bus would take us to the city (isn't within walking distance). On arrival back at the hotel we were told our room number on the 11th floor. The landing of this floor is dark and dreary and the room not much better!!!! No mini bar like the hotel states other than 2 bottles of water! No Tea and coffee making facilities either!!!! They take a 200 euro deposit off u at check in also! The 'pool' is more like a jacuzzi, its very tiny. The food and drink is extremely expensive. The hotel is situated on a main road so no chance of having any peace and quiet!!! Taxis very expensive so make sure u use uber or bolt!!! We asked if there was a late checkout and they said 75 euros for 3 hours or get charged for a whole night if u needed longer!!! So asked if there was facilities to have a shower later in the day as our transfer not until 730pm.....there response was u can use the shower by the pool!!!!! All in all I would not rate this hotel as a 5* hotel. The staff are rude, inadequate facilities and not situated for easy access to see things!