Hotel Princesa Plaza Madrid

"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."