Hotel Puerta América, Madrid

Location and the interior design on each floor were amazing

Nothing we loved it

24 hour room service, lovely interior design. Nice pool and helpful staff. It’s your standard 5 star. It’s close to Cartagena station, nice restaurants nearby. 15 minutes walk to CICD

Rooftop was unfortunately only open after 8:30pm. Bar staff could have been friendlier.

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!

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.☺️

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

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.

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

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.

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.

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.

Colourful

Breakfast too squashed

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.

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.