Hotel Puerta América, Madrid

Friendly, polite staff and a truly unique hotel. We stayed on level 1 the 'space club's level and it was astounding. Location is brilliant for both the Bernabeu stadium and central Madrid areas. Had an amazing stay, one problem with the electric blind in our room was fixed so quickly and free drinks vouchers given. Went for the breakfast option during our stay and the food was of great quality and variety. Hotel provided towels for round the swimming pool and all staff were extremely friendly and helpful.

In the space club rooms there were limited plug points (literally the only issue).

Design of each floor was amazing Pool attendant very attentive

Location was a bit removed and no direct metro to centre although only 15 min to puerta del sol on 2 metros No pool access till 11am!

El hotel en general

Very cool hotel. We liked the design of our room on the 4th floor and had a fun time walking around the other floors to check them out. The pool area is nice on a hot summer day (and the pool is indeed very refreshing and clean). My only suggestion would be in relation to the prices of drinks at the lobby bar that serves the pool - EUR 5 for a coffee or EUR 5 for a bottle of water is a bit too steep. It would also be good to add a waiter service around the pool as it's not ideal to have to walk in to the main lobby bar in a swimsuit to get a drink.

Room needs a good repaint. Bedside light didn't work. Very few electrical outlets.

Tub uncomfortable.

Great service, big room with good view, excellent bathroom

Nothing

Staff very friendly and accommodating. Breakfast was clean and had good variety Floors were very creative Restaurant food was incredible

Breakfast didn’t have non-pork meat options (except turkey salami and salmon) There was a lot of dust in the room I was in Zahra Hadid despite me asking them to clean it (could be due to the design of the room) Always left over hair after cleaning Parking was 30 Euros a night (they said I can get a slight discount if I book directly through them)

It was very convenient for both the airport and the concert we were attending at the Athletico Stadium. This meant that we had to travel into the centre over the few extra days after the concert but it wasn’t too far, and that was our preference rather than pay even more for a substandard hotel closer to the centre . . No thanks. The hotel boasts very high standards from security at the door through to the reception staff and on to the daily upkeep of all facilities and the rooms. All departmental teams are exceptional which is obviously down to a great management team.

It was a shame some of the facilities were closed for seasonal or other reasons such as one or two bars and social environments . . But we didn’t really miss what we hadn’t previously experienced so the hotel managed to more than satisfy our expectations.

Amazing pool space, good breakfast, very kind and helpful staff.

My room had some corners that were very dusty, you have to pay 75€ if you want to do an early check-in and the breakfast could have a bit more variety.

Hotel Puerta America is a really magnificent place and I hope I will have a chance to visit it again some day. The room was spacious, with comfortable bed and a nice bathroom. The staff was professional, polite and helpful. I liked the fact that each floor had a unique and unusual design made by various artists. Also, the breakfast were truly delicious. We had a wonderful stay in this hotel.

The hair dryer in our room did not work, but was quickly replaces after a request at the reception.☺️

Design is what you want to see, 12 difren design flors!

Jorge and the receptionist who helped us in the morning during our early check-in and luggage storage were kind and professional, which we appreciated.

However, when we returned later to get our room cards, we were just handed them with no explanation or welcome - a surprisingly impersonal experience. Overall, it was a so-so stay. Not terrible, but definitely not up to the level you'd expect from a hotel with this rating.

The location was ideal as we were going to a concert in the football stadium and it is on the same metro line with the metro station very close by. Also some nice restaurants close by.

So many things! The rooms are supposed to have really great designs and they look great in the photos but are disappointing in real life. Design doesn’t mean good design. The facilities were not ergonomic at all. The shower was tiny and was a rain shower - not great if you don’t want to wash your hair that day. There was a bath tub but I didn’t come to Madrid to take a bath. The toilet was so high up my feet were dangling off it (I’m 5”3 so average height). The toilet paper was positioned in the most awkward place. I had to pay a €50 deposit but the minibar was empty. No slippers or bath towel. Room was quite ugly with nasty 70s looking leather furniture and plastic. The service was poor; the trainee checking us in took a call during the check in so it took ages. She was also chewing gum which is kinda gross and not what I expect from staff working in a 5* hotel (maybe I’m just fussy but it comes across as cheap and tacky). Views over Madrid but not particularly pretty views. Not sure how this is a 5* hotel. I wouldn’t return.

1- The hotel knew it was my birthday and did nothing to acknowledge the day as other hotels always did. 2- The fridge was empty. Only two small water. And they requested a 200€ deposit which is fine but nothing in the fridge in case we wanted to drink or eat something.

Ambiance and Location

Not enough food choices in the Restaurants

We paid to upgrade as the std room was somewhat disappointing- the upgraded room was excellent

We had to pay €50 for early check-in (12 noon) & they wanted to charge €25/hr for late checkout after 12 noon!

Interesting interior design of the room (room No. 828). The beds were comfortable. Nice view from the room. Close to metro.

Zero privacy at the bathroom: it is integrated in the room and only with some thin curtains to function as walls. The power outlets were only for one bed. The AC was difficult to operate and we were not able to turn it off.

Location prime, rooms/style was unique, and comfortable bed.

Toilets open which wasn’t issue for us but could be for most sharing people. Also didn’t come with comfort amenities we’ve come to expect like tea/coffee/water (only given 2 bottles on first night as policy, regardless of number of nights) - unless pay extra.

Staying at Puerta America is like visitting you bourgie grandma’s apartment… there is a patina, but hell she lived her life back then! Being Zaha Hadid fan I adore this hotel. I dont mind some equipment is aged or used… the hotel has an unforgettable vibe. Staff is helpful, breakfast is good. Location- well a bit far from centre but we all can read the map…

Nothing, one who stays at Puerta America needs to understand this is a hotel with history. Cant have everything renovated every 5 years…

Good location. Big rooms. Funky hotel with each floor decorated differently. The sky bar and sky walk were great too. Friendly staff.

I had to ask reception to send housekeeping up to clean the floor of the bedroom and bathroom and bath tub as there was hair.

location

Bathroom, lighting and toilet

Modernizing

Swimming pool out of work

No thing

We arrived at 2 pm but waited in the lobby for an hour to receive our rooms… I am a third-stage member of Booking.com and I have many priorities, a free upgrade or adding a free breakfast. Do I have to wait an hour to receive the room?

The room was unique and futuristic—each floor had its own theme and design, making it an interesting experience. Breakfast was good, and overall, the value for money was fair.

The location is far from the city’s main attractions, so you’ll need to rely on Uber or public transport. Room service was very limited in options. While the concept is fun, I wouldn’t recommend staying more than a night or two.

Room was nice and interesting. We also chose the hotel because of the "architectural" qualities it has. All the floors designed by different architects. Staff in bar were very nice and friendly on arrival.

Only a bottle of water on arrival and no further water in room. No in room facilities so not easy to get a coffee for breakfast. Did eventually get one in breakfast area but cost €5

The design is so special, location close to metro station, we enjoyed the breakfast

Lack of amenities, minor maintenance issues

DECO NICE - STAFF NICE - GOOD SERVICE. SMALL ROOMS - GYM OK

Availability and friendliness of the staff. Ability to immediately access and book services right at the check-in (massage and dinner at the Observatory). Easy sharing of the hotel services and how to obtain them. The breakfast room was wonderful, with nice spaces for all types of guests - families, couples and people enjoying time on their own, as was my case. The breakfast itself was also very nice! Last but not least, the shower was just perfect - the perfect water pressure, perfect temperature, and in my case, a perfect view! :)

There wasn't anything that I did not like. I have really enjoyed my stay and hope I can go back sometime.

Actually the stay was good but the hotel little bit too far from the center of madrid and the early check in was 75€ I enjoyed my stay in Madrid if you’re going to watch a match wait for same day to buy a ticket it will be cheaper like 250$ there is no ticket on the street or near stadium you can go to the casino and have one free drink the hotel will give you an invitation to nice casino 🎰 night life in Madrid is also so nice you can party alot of good clubs try fabrik its crazy out there

I didn't like to pay 30€ for the parquing lot for one night.

Very nice staff! Shower could probably fit four people.

A bit confusing electronic control panel for lights, curtains and windows. Stone floor that was rather cold.

Espectacular

Restaurante do loby

The different style in which is decorated every floor. The room, the bed size, the originality. The breakfast is excellent.

Some noises during the night. The pillows are too hard and big.

The hotel is different, you experience contemporary luxury with a bit of out of the box ambiance and surrounding.

Concierge desk is not very well equipped to advice foreign travelers on how to utilize their stay in the hotel and around the city “a bit of language challenge if you don’t speak Spanish”a

Nice and clean hotel. Nice and kind hotel staff.

Breakfast was not much selection (at least not at all a 5 star level), and for that 30 euro/person is quite expensive. There was no room slippers provided, would have been useful as there is any carpet, and floor was cold.

Brilliant location beside metro. Very clean and well maintained. Rooms very spacious and modern. Good choice at breakfast. Lovely outdoor area.

Breakfast was supposed be till 10.30 but we were told it was closing at 10.30 so we were rushed. Couldn't control lighting in room? Rooftop observatory was closed.

Everything.

NA.

Colourful

Breakfast too squashed

Original

The design of the hotel is unusual. The view from the window is beautiful. Breakfast is very tasty and varied. The room itself where breakfast is held is cozy.

There were no detergents of any kind in the room and no hair dryer. I had to talk about this twice at the reception desk. The beds in the room reminded me of a hospital bed.

They don't know much about allergies

Lovely breakfast

No stairs

The area where it was located was very convenient especially as taxis were located near. The view of our room was amazing. The coffee, teas, and complimentary water was great.

My husband hit his foot about 4 times at bed corner. Tub/shower didn’t drain fast.

Good bar service

Bar food quite limited menu

Staff accommodated everything

Some of the bars & restaurants were closed during our stay so we could not get the full experience

Interior!!

Carpets should be cleaned/changed

The location was excellent for visiting Madrid, with the metro very close to the hotel and two lines that take you anywhere in the city. The hotel staff was also very helpful.

The room wasn’t quite up to standard. There was a stain on the carpet, humidity marks on the bathroom door, and a broken mirror in the toilet. The sliding shower doors didn’t work properly, and there was no toilet brush available.

Very cool that each floor was different and rooms were spotless. Hotel itself had great facilities.

Las amenities escasas

Nice big rooms, great bathroom facilities. Transport via metro is quite close.

Lighting controls in the room are strange and no ambient lighting or reading lamps. The room was very hot on arrival and took some time to cool once the air conditioning was set. Ensuring blinds/curtains are down during the day would help keep rooms cool before guests arrive. Breakfast was mediocre and the mushrooms tasted very vinegary, which was odd.