Madrid Marriott Hotel Princesa Plaza

This hotel has the potential to be excellent given its reasonable pricing with good appearance, but unfortunately it completely fails due to very poor service and attitude. • As a Marriott Platinum member traveling with my family (including my pregnant wife and a baby), I requested a suite upgrade, which I am entitled to. The hotel did provide one, which I kindly offered to another family member traveling with me after being ensured by the front desk that my regular room would have a proper city view. What I received instead was a completely unacceptable view (see photo). • I had contacted the hotel multiple times in advance and during check-in. Despite being told my room would be ready at 11:00 AM, I arrived at 9:00 AM and ended up waiting over two hours, which was extremely difficult given my family situation. This was after paying €28 per person for breakfast while waiting. • The check-in experience was handled by Ms. Kautar – I strongly advise to avoid dealing with her. Her attitude was ironic and unprofessional, and several mistakes and omissions occurred during the process. • Things escalated further when the Front Office Manager, Mr. Menendez, insisted on calling me. Instead of resolving the issue, the conversation lasted 30 minutes and made the situation worse: • He informed me that he had reviewed video footage of my interaction at the front desk without my consent (which raises serious concerns). • He defended his colleague’s behavior rather than addressing the issue. • He told me they are not obliged to fulfill my requests. • He accused me of asking for “free items” and told me not to raise my voice, while he himself was speaking over me. • He mentioned staff were “shocked” because I removed the sofa bed setup — something I had already clearly requested in advance for space due to our baby. • At one point, I was even told I could leave and get a refund — an unrealistic and irresponsible suggestion given I was traveling with a pregnant wife and a young child. • Basic service failures continued: No one informed us that turndown service is not provided unless requested – extremely important when traveling with a baby. At around 10:00 PM, I requested towels and was told to come down and collect them myself. Only after explaining our situation did a kind staff member bring them upstairs. Housekeeping by mistake left only soaps and no body lotion. When my wife called, she was again told to come downstairs to collect it. Who exactly was expected to go downstairs? My pregnant wife with a sleeping baby in the room, or myself while in the shower? Overall, the lack of empathy, professionalism, and basic service standards is shocking for a Marriott property. I am writing this review while still staying at the hotel to help other travelers understand what to expect. This could have been a very good stay. The hotel had every opportunity to deliver a great experience, but instead made a loyal and valuable guest feel completely unwelcome.

I was really happy with this hotel and stayed 5-nights for business. My room was spacious even for American standards. The hotel is in a quieter neighborhood but has plenty of restaurants in the surrounding neighborhood as well as shopping (next door to El Corte Inglés). There is also a restaurant on site in the hotel which I ordered from one night and enjoyed my meal. The complimentary breakfast was also very robust. The hotel is walkable to attractions such as the Royal Palace (20 -25 min walk). It is also a few metro stops to the beautiful Malasaña neighborhood (or 15 min walk) and Gran Via neighborhood (or 30 min walk). I stayed on the 4th floor and had no trouble with noise from the street or within the hotel. I would definitely stay here again.

Overall, it was a good stay. There were some inconveniences: construction next to the hotel early in the morning. I called the front desk and was immediately moved to another room. Unfortunately, during the move to another room, the front desk staff loudly announced my room number, and as a solo traveler, that is a safety concern. But Angie, the front desk supervisor, immediately moved me to another room after I explained that I didn't feel safe. I was satisfied with the new room's location. But the experience left me feeling a bit uncomfortable and anxious throughout my stay. The hotel seems new, and the rooms are spacious for European standards and are about 10 minutes from Plaza España and the Gran Via.

The property has been refurbished by Brookfield and Selenta Group , now franchised to Marriott . As reported relentlessly by other guests and unfortunately now confirmed by my experience the property is totally let down by the current indifferent management. A new GM was appointed two months ago following the departure of Patrick Kruetzer . I can confirm an obvious disinterest in ensuring a positive guest experience permeates throughout the hotel. Guest relations interaction is both defensive and dismissive, two attributes one would not consider to be associated with guest relations . It is obvious the Front of House personal are lacking in motivation , appropriate training and guest courtesy attributes. As it would seem Marriott are managing the property without the appropriate quality control measures in place which reflects poorly on the brand . The property has potential to compete admirably within the Marriott Madrid complement but has much to improve before it becomes a viable contender. The guest experience is lacklustre and negates any positives created by the refurbishment. What is most disturbing ,the guests relations team are unable to empathise , understand and placate should an issue arise . Their disrespectful, divergent and dismissive attitude is of concern and in the absence of appropriate management will continue unabated.

The building looks like 70s but recently renovated - so far so good. However: - The MClub lounge is even excessive, providing food and beverage services throughout the day (this is the case of 'better' than Marriott standards) - As an Ambassador Elite, I practically got no upgrade (maybe I got a higher floor than I paid for?) - worst ever in a Marriot branded property - There is no minibar in the room (there is an empty fridge ...) Frankly, pathetic seems the best description

Huge hotel - probably the biggest room i have ever stayed in in Europe (american sized lol). Incredible breakfast spread with jamon iberico and churros from San Gines, Madrid's most famous Churreria. Robes and slippers in the room, free bottled water in room as well. In a great location near the Parque Oeste and walking distance to the center of madrid- gran via/puerta del sol/plaza mayor (about 20-30 minute walking). Cleaning service is really quick and dependable. Huge closets to hang clothes and nice shower/bathroom- only complaint is the bathroom doors opened almost into the shower and was very awkwardly placed. Helpful front desk staff and bar staff. Big gym with all the equipment you need.