"We selected Urso Hotel & Spa for what should have been a milestone celebration — our 20th wedding anniversary and my 45th birthday. Unfortunately, the experience was marked by poor communication, lack of preparation, and indifference from management.
1. Repeatedly ignored before arrival
We reached out multiple times over six weeks prior to arrival to coordinate our stay — on September 29, October 2, and again November 6, 2025 — clearly noting our celebration, updated arrival time, and request for transfer and dinner recommendations. Not a single one of those emails received a response. The only message we got before check-in was a generic, automated “Welcome” email sent days before arrival.
When we arrived on November 9th, it was obvious that none of our pre-arrival communication had been reviewed — the hotel seemed completely unaware of our messages or the purpose of our stay.
2. Room not prepared and food safety lapse
Upon entering our room, we found what was supposed to be a welcome amenity — but it was a spoiled dessert, left from a previous day. My wife took a bite and had to spit it out immediately. This was not only unprofessional, but a serious food safety concern.
3. Lack of transparency and contradictory information
We were told no upgraded rooms were available, yet both the hotel’s own website and Hilton’s booking system showed several higher-category rooms open for sale that same afternoon. When I raised this discrepancy, there was no meaningful explanation or resolution — just more vague replies from the concierge.
4. Communication breakdown during the stay
After my detailed written complaint on the day of arrival, I received replies only from a concierge who explicitly stated he was “not part of management.” Despite being promised that management would follow up, no manager ever contacted us directly.
5. Missed opportunity and lack of accountability
This stay was meant to be celebratory, but its ending up being defined by indifference and inconsistency. There is no proactive gesture, no apology from a manager, and no acknowledgment that our pre-arrival communications were ignored.
For a hotel positioning itself as a 5-star property, Urso fell far short on service, responsiveness, and integrity.
In summary:
Three pre-arrival emails (Sept 29, Oct 2, Nov 6) — no replies.
Arrival on Nov 9 — stale food left in room, no water, no ice.
Multiple follow-ups — concierge only, no management contact.
Website showed upgrades available while we were told none existed.
Madrid offers many beautiful hotels that truly understand hospitality. Sadly, Urso Hotel & Spa is not one of them. We would not return and cannot recommend it to travelers seeking genuine luxury service.
Stay Dates: November 9–13, 2025
Traveler: Miriam Peters"
