NH Madrid Zurbano

"They market this as a 4-star hotel, but if you’ve stayed in genuine 4-star properties before, you’ll probably rate this one as 2 stars, or at best 3 stars. Some of the major disappointments include: * No in-room coffee or tea facilities in standard rooms. A kettle and complimentary tea/coffee are only available in higher room categories. * No housekeeping service after 10:00 PM, which is unacceptable for a hotel claiming a 4-star rating. * No elevator floor access control, meaning anyone can access any guest floor without a room key, raising unnecessary security concerns. * Rooms are outdated, with old-fashioned furniture and décor that are in desperate need of renovation. * No USB or USB-C charging ports, which have become a basic amenity in modern hotels. * The bed was extremely hard and very uncomfortable, making it difficult to get a proper night’s sleep. * And stained ready to use shower towel - attached pic. The breakfast buffet was another major disappointment. The selection was very limited and far below what you would expect from a 4-star hotel. There weren’t even basic breakfast items such as lettuce, cucumbers, or a proper selection of fresh cold salads, which are standard in most hotels of this category. The hotel also advertises Illy coffee, but the coffee served was terrible. Either the coffee machine is poorly maintained or it is incorrectly calibrated, because the taste was nothing like the quality Illy is known for. To make matters worse, I asked for hot water in the restaurant and was served a cup with visible particles floating in it. That should never happen in any hotel, let alone one claiming to be a 4-star property. (Attached pic) I’ve stayed at a couple of NH Hotels, and unfortunately they all seem to share the same outdated corporate mentality, with little to no effort invested in modernizing their properties or improving the guest experience. The rooms feel dated, the amenities lag behind today’s hospitality standards, and the overall experience simply doesn’t justify the price or the star rating. For a hotel group of this size, it’s disappointing to see so little investment in upgrading its properties and keeping pace with modern guest expectations. After several disappointing experiences, NH Hotels are officially off my list. I will definitely not be returning, and I cannot recommend this hotel to anyone looking for a genuine 4-star experience."

"Great service and quiet neighborhood with plenty of cafe around. 10 min from landmarks, the AC doesn’t seem to cool enough, maybe it was just our room "

"The service here is outstanding. Even before we arrived, Lydia reached out with a warm email asking if we had any special requests. We were visiting for a very special occasion, and she went above and beyond to accommodate our needs. Upon arrival, Laura at the front desk was amazing; she welcomed us with a huge smile, looking as excited as a kid who couldn't hold in a secret! And she truly knew something great was waiting for us: when we got to our room, we were greeted with balloons, beautiful amenities, and a heartwarming letter. They made our stay unforgettable. The breakfast buffet was also with great quality and yummy"