Novotel Madrid Center

Novotel Madrid — A Warning Every Traveller Needs to Read After nearly three decades of travel across four continents, I do not write reviews lightly. This one is a duty. My wife and I arrived at the Novotel Madrid on our honeymoon — a trip we had waited a lifetime for. Within five minutes of entering the lobby and joining the check-in queue, a thief had stripped my bag of our passports, cash, and valuables. The bag was directly behind me, in plain sight of the front desk. What followed was worse than the theft itself. The duty manager on shift at 1:00 PM on 04/04/2026 engaged us in extended conversation — restaurant recommendations, local tips — while, as the surveillance footage later confirmed, the theft was occurring directly in front of her station. Whether this was negligence or something more deliberate, I will leave for others to judge. When we reported the incident, Novotel staff informed us that robberies in their lobby happen routinely and are considered normal. There was no apology. No offer of assistance. No call to the police — despite management acknowledging the incident was captured on their own cameras. They told us, plainly, that it was not their concern. They then sent us to the wrong police station. We visited three before completing a statement — a process that consumed six hours of our honeymoon. To be clear about what this hotel failed to provide: basic security, functional surveillance response, accurate guidance to law enforcement, any semblance of duty of care, and the most basic human decency of an apology to a couple on their wedding trip. Avoid without hesitation.

No windows. 3/4 of the rooms are interior room with a window into a closed tower court. Meaning no natural light. If you can survive days without a window, then the room and amenities are otherwise comfortable. Pictures are misleading, they show natural light from an exterior room.

Stayed here as a family visiting Madrid for a ‘el Classico’ football match in October. I believe this is the biggest Novotel in the World. But actually - they do their job really well. Regarding loyalty benefits as Accor Diamond members. No room upgrade with the property at capacity. No problem. It’s a very popular hotel with various airline crew. Welcome amenity of Spanish olives in jars provided. Welcome drinks in the app. Despite the big busy nature - we never had to wait for anything. Even breakfast was well handled with no lines. And actually for such a large property breakfast was good. So it’s clearly no high end hotel but for a Novotel it’s one of the better ones. Don’t let it’s size put you off

Room was perfect, hotel close to Goya metro station, many cafes restaurants close by, roof top terrace and pool a bonus,

rude service, rooms ok , could be better in terms of cleaning. we are Accor costumers and we have some expectation from Novotel hotels but this one was disappointing.

From the moment I arrived, the front desk staff made me feel welcome and valued. Check-in was smooth, efficient, and handled with genuine warmth and professionalism. Every member of the team went above and beyond to ensure my stay was comfortable and enjoyable. The hotel itself was spotless, beautifully maintained, and had a relaxing atmosphere. The staff’s attention to detail and willingness to help with any request truly made the experience stand out. A special thanks to Yuri at the reception for his amazing attitude and help throughout my stay. He was polite, friendly, and always ready to assist — from check-in to giving great local tips. Yuri is also a truly kind person who always finds a moment to talk and make you feel at home. He made my stay much better!