"We booked a three-night stay with a city-view room and club access, arriving late in the evening. Check-in was relatively smooth despite a brief wait.
Shortly after settling into the room, we discovered that the TV was not functioning and was unresponsive to the remote control. The concierge responded promptly, but informed us that the hotel’s TV package did not include sports channels broadcasting the World Cup, which was surprising for a five-star property. The technical issue itself was resolved the following day after a replacement remote control was provided. As an apology, the concierge sent chocolates and cookies to our room, which was appreciated, although it did not fully make up for the inconvenience.
We also experienced problems with the air conditioning throughout our stay. Although the thermostat was set to 21°C, the room temperature remained around 24°C and never reached the selected setting. After a long train journey, we were too tired to report the issue immediately. Unfortunately, it became significantly worse on the final night. After being awakened by the heat, I discovered that the air-conditioning unit, located inside the cabinet beneath the minibar/water station, appeared to have a recurring drainage problem with visible mold (see attached photo). I couldn’t sleep after that but didn’t get offered a different room after I raised the issue. For the hotel’s reference, the room number was 1510.
The advertised “view” from our room was also disappointing (see attached photo). After we raised the issue the following day, the front desk confirmed that the room was indeed classified as a view room, although the actual view did not meet our expectations.
Housekeeping was inconsistent during our stay. On one occasion, despite leaving the room early in the morning, it had still not been serviced by approximately 3:00 p.m. After we went out again and returned later that afternoon, the room cleaning remained incomplete, with used towels not fully replaced.
At check-in, I requested a late check-out and followed up again the day before departure. I was initially informed that only a 1:00 p.m. check-out could be accommodated and that a later departure would require an additional charge. Only after I reiterated the guaranteed late check-out benefit associated with my status was a 2:00 p.m. check-out granted, which was disappointing.
We also had dinner at the rooftop restaurant. While the food was generally good, the service fell short of expectations. We had to request sparkling water twice, and although the server offered ice, it was only brought after repeated reminders. This occurred around 7:00 p.m. on a weekday when the restaurant was not particularly busy.
The hotel’s location is not within walking distance of most of Madrid’s major attractions, but it is convenient for public transportation, with easy access to both the metro and a nearby train station, making intercity travel straightforward.
The breakfast buffet was enjoyable overall, with good quality offerings and the staffs there were very attentive. However, a broader selection—particularly the addition of seafood options—would further enhance the experience.
Overall, while there were several positive aspects to the stay, including responsive staff in some situations, the repeated operational issues, inconsistent housekeeping, air-conditioning problems, and the need to advocate for guaranteed elite benefits fell short of the standard we expected from a five-star Hyatt property.
I’ve had wonderful stays with Hyatt in Paris, Tokyo, and Taipei, which made my experience in Barcelona especially disappointing and surprising. The contrast in service and overall quality was far below the standard I’ve come to expect from Hyatt."
