Eurostars Madrid Tower

"Extraordinary views and expectations met. We had to go to Madrid and we chose the hotel because we wanted to observe the views. The welcome was also very good, Gonzalo, a very young guy, took great care of us. A 10."

"Great hotel that certainly lives up to its 5 stars. I stayed here for a company convention and the truth is that everything was a 10, the rooms were spectacular, the service was exceptional, and the food was very good. Totally recommended if you are looking for something in this hotel category"

"Title: Five-Star Hotel in Name Only — Extremely Disappointing and Inhospitable Experience Our experience at the Eurostars Madrid Tower was extremely disappointing and fell nowhere near the standard I would expect from a five-star hotel—particularly given the price we paid. From the moment we arrived, the concierge/front-of-house service was exceptionally poor. No one acknowledged or greeted us, and no one offered to assist with our luggage during either check-in or check-out. The overall impression was that our presence was an inconvenience rather than that we were welcomed guests. Unfortunately, throughout our stay, we experienced extremely poor customer service and an overall lack of hospitality. There were also interactions that left us seriously concerned that racial profiling may have played a role in the way we were treated. I cannot know the intentions behind the staff's behavior, but the treatment we received was sufficiently different and uncomfortable that this was a serious concern for us. The room itself presented additional problems. Most concerning was the shower. All six of the shower jets had been positioned facing directly forward. When I turned on the water, it sprayed throughout the bathroom, soaking the floor, walls, and surrounding area. It also completely ruined my hair. Given that all of the jets were positioned in the same direction, it was difficult not to question whether this was accidental or whether someone had deliberately positioned them that way. Regardless of intent, it was completely unacceptable for a hotel of this caliber. I also specifically contacted room service to request the complimentary bottled water that was provided as part of the room amenities. Instead of providing the requested complimentary water—or simply telling me that it was unavailable—the hotel sent two bottles of water costing $6 each, accompanied by a bill. That was not what I requested, and it is an unacceptable way to handle a straightforward guest request. The housekeeping situation was perhaps the most disturbing. After the room was supposedly cleaned, we discovered a smashed cigarette butt on the floor and a large stain on the bed sheet. We do not smoke, and smoking is not permitted in the room. The attached photographs document these conditions. These are not minor inconveniences. They involve basic cleanliness, guest safety, communication, hospitality, and respect for paying guests. I raised these concerns with the hotel at checkout. Despite explaining what had happened, no manager was offered to speak with us, and there was no meaningful attempt to address or resolve the situation. For a property marketed as a five-star hotel, and at the price point charged by the Eurostars Madrid Tower, I expected considerably more. A five-star experience should include attentive service, cleanliness, professionalism, and a genuine effort to make guests feel welcome and respected. Unfortunately, our experience provided none of those things. I would strongly encourage hotel management to review the circumstances surrounding our stay, including the housekeeping issues, the shower setup, the handling of the water request, the lack of concierge assistance, and—most importantly—the manner in which we were treated throughout our stay. The photographs should also be reviewed as part of that investigation. This was one of the most disappointing hotel experiences I have had, and I would not consider returning to the Eurostars Madrid Tower based on this experience. Rating: ⭐ 1/5"