Canopy by Hilton Madrid Castellana

I am writing to formally express my deep dissatisfaction and concern regarding a distressing experience I had during my recent stay at your hotel. I was in town for a short business trip and checked in around 11:30 PM. Upon entering the lift, I encountered a male guest who appeared to be intoxicated. Without provocation, he directed an extremely abusive and disrespectful comment toward me before exiting the lift. I was shocked and frightened, especially since he had seen my room number on the key card I was holding. Out of fear for my safety, I immediately returned to the lobby to report the incident. Unfortunately, I was met with a completely unhelpful and dismissive response from the staff member on duty, named Maximo. He appeared poorly trained and indifferent to the severity of what had just occurred. I was told there were no cameras inside the lift and, astonishingly, that he could not access the lobby cameras either. When I suggested contacting the police, his response was dismissive and inappropriate, claiming that “things get stolen from the lobby all the time and the police never do anything.” At no point did Maximo offer any help, reassurance, or even basic empathy. He did not provide any solution or escalate the issue to a manager — instead, he simply told me the manager was unavailable. Feeling completely unsafe and unsupported, I had no choice but to leave the hotel room immediately, fearing for my personal safety. As someone from London, where CCTV is standard in public and private spaces, I was appalled by the lack of security and the complete absence of protocol for handling harassment or abuse. That a guest can be verbally assaulted with no recourse or action from hotel staff is unacceptable. If you are considering staying at this hotel, I urge you to think twice. Their disregard for guest safety, lack of accountability, and dismissive attitude towards serious complaints make this a deeply unsafe and unwelcoming environment — especially for solo travelers. This experience was not only disappointing but also frightening, and I sincerely hope the hotel’s management takes immediate steps to improve its staff training, safety protocols, and guest support systems.

Service was spectacular. Dani the welcome and security guy was amazing. We flew in on an overnight flight and were able to shower and change in their lobby transfer room. We hung out at the pool while the rooms were getting ready. Clean rooms, real espresso in room, great bar. It’s a short taxi ride, or walk to train around corner. Recommend this hotel for families.

The room was clean, modern, and sleekly designed with the exception of placing the toilet near the front door making everyone walk in and passing the toilet with no ventilation. I appreciated the water bottle, glasses and filtered water filling station. The water in the shower teetered from hot to cold and the water drained slowly pooling up a bit. Luckily breakfast was included due to my HGV Gold status, otherwise I would not have wasted 25Euros per person on dried out mediocre food. The service was not great. Spaniards in general do not speak English, but you would think that the Hilton brand would test for Fluency since English is a common universal language. Also, my key card stopped working a couple different times and instead of apologizing that I needed to come down to get it re-keyed, the front desk was visibly and verbally annoyed. The keys were no where near my phone or wallet and I wasn't rude so I'm not sure why I needed to deal with a bad attitude when I was inconvenienced, not them. I think it was the difficulty with language communication that made the front desk seem negative. The location is very nice, but walking distance to more downtown activities and restaurants was a minimum of 45 minutes. I wouldn't have minded if the rooms were quiet, but the paper thin walls and echoing hallway let me hear all conversations and arguments around my corner room. I'm so glad I wasn't in the center of the hallway.

Just returned from a fabulous 4 night stay at Canopy Castellana. The hotel was spotlessly clean and the staff welcoming. We stayed in a king one bedroom suite which was spacious with a very comfortable bed. Our teenager slept on the sofa bed which was huge and every bit as comfortable as our bed. Breakfast was included in our stay, with plenty of choice of hot and cold dishes buffet style. The rooftop pool was a treat to come back to after a busy day exploring the city. There is a subway station a few minutes walk from the hotel right next to the Bernabeu stadium. A special mention has to go to Alex on reception and ElChino on the rooftop bar for providing excellent service. We’ve had a thoroughly enjoyable stay here and highly recommend the hotel.

I checked in on 4/11/2025 and the room was ready earlier than anticipated. Angel was so helpful, it was my first time in Madrid and was ready to explore the city. He provided excellent recommendations, provided a map and gave me great directions to the city center via the metro. He was great and because of him would return to the hotel. Thank you Angel!

Nice rooms. Plentiful breakfast. Good spots for meals and drinks. Rooftop bar is lovely. Plenty of workspace on property. I had great room (suite) work lots of space and a big bathroom. The elevators are maddening and take some time. Other than that, this is a very nice property. A good spot to spend a week...

I don’t recommend Canopy. The price to value just isn’t there and cleanliness needs to be better. The receptionist was super rude to us. We don’t know why, we were just checking in. The rest of the staff we encountered were nice. I’m pretty sure the shower wasn’t cleaned at all. Our shower floor had spots of gross stuff on it. We had to clean it ourselves because it was late when we saw it, and we had to shower, and I guess they were fully booked. Some other things to watch out for: elevators are super slow and frequently skipped the first floor, filtered water in hall had particles in it, shower water seeps out easily due to poor design. There were some good things: Hotel has nice interiors, the gym is nice, pool is on the rooftop, AC feels great, bed is comfy, blackout curtains, you can turn off all lights by the bedside, the filtered water is a nice way to reduce plastics.

From the moment we arrived at the Canopy Hilton, we were greeted with big smiles and a warm welcome from David, Angel, and Alex. Their friendliness immediately made us feel at home. They were incredibly informative, giving us a great overview of the hotel and offering personalized recommendations for places to visit in the area — truly elevating our experience from the very start. Later, we dined at Planta Z, the hotel’s restaurant, and the service there was just as exceptional. Nekane, Mercedes, and Yeli went above and beyond to ensure we had a memorable meal. They made fantastic menu recommendations and took the time to check in with us throughout the evening. Their attention to detail and genuine hospitality stood out. Overall, the staff at both the hotel and the restaurant made our stay truly special. Huge thanks to David, Angel, Alex, Nekane, Mercedes, and Yeli — you all made our visit one to remember!

Beautiful and clean hotel about a 10 minute walk from the Bernabeu stadium. Lots of nearby food, coffee, and stores at walking distance. The hotel was very beautiful with decor and employees spoke English and Spanish. There are 3 elevator lifts and you can fit about 5 or 6 people in each one. Housekeeping isn't great as they don't speak much English. We had to ask for things more than once or get it ourselves. Beds and pillows were very comfortable. Nespresso inside the rooms and water carafe with water to refill in the hallways. There is a restaurant in the hotel called EsCandalO. Food was good and service was not so great. We had to flag down three different servers for our bill and our server disappeared after taking our order. I can understand if you're getting off your shift but at least say goodbye. We saw our server coming into work the next day. Overall I would stay again at this hotel due to the distance but would dine elsewhere.

This is a great hotel option near the Bernabeu Stadium. The property has 9 floors, a gym and a restaurant. There are many nearby different kinds of stores, restaurants, etc. (El Corte Inglés, Zara, etc.). The decor is pleasant and modern. If arriving at Madrid Airport, you can either take the C1 local train (Cercanías) or the Pink Metro line, and get off at the Nuevos Ministerios multimodal station. The hotel is a short walk from there. As a Hilton Honors member, I was upgraded to a King bed corner room. The room was spacious and modern, with the shower and toilet in separate spaces. There is a filtered water access in my floor where you can fill your own water bottle or one provided by the hotel. The room open closet reminds me of other Canopy and Home2 Hilton properties elsewhere. There is a buffet breakfast served every day.

DO NOT STAY AT THIS HOTEL. My safety and well-being was compromised on the first night of my stay, by 3 men, whom I still have no idea if they were also guests of the hotel, or not, outside of the hotel and again later at the hotel bar. After having to request being escorted to the elevator for protection, I called the front desk to explain the situation, and no security was sent to check on me, nor was any manager or employee informed of the incident. The following morning, I had to re-explain what happened to the Manager on Duty, who was going to "look into it" and call me with an update. A few hours later, she called to say that the men were identified, as guests, and that they had checked-out that morning. My mind was briefly at ease, until the same 3 men again arrived at the bar area that night, which immediately made me extremely uncomfortable and sent me back into shock. To make a long story short, I had to then escalate my concerns to the Assistant General Manager, who apologized but said that they had to "request security footage", as it was not immediately available. This is very curious, as how is it that without security footage, were the 3 men "identified" in the first place? I feel as though they did not take my concerns seriously, and only told me that the men "checked-out" of the hotel to get me to shut-up. Not to mention, she offered to assist me with filing a police report, because "they have the police on speed dial, due to all of the incidents they frequently experience in the area". Makes sense considering there is a homeless encampment not far from the main entrance there in the plaza. I arrived on a Thursday and checked out the following Tuesday, and even upon check-out, they still were not able to receive "security footage access" to identify the individuals. The lack of care or concern for my safety felt like it was a joke to them, especially when they tried offering me complimentary breakfast to make up for what happened. I am a hospitality professional, who has been working in the industry for over 10 years, and never have I experienced anything so unprofessional or disappointing. The golden rule of hospitality is - the safety and well-being of your guests, which is certainly not practiced at the Canopy Hilton Madrid Castellana!

Second visit here was very disappointing. During second day of visit learned my room door was not latching- leaving my door unlocked. I feel my family's could have been compromised. I am sharing as my family was upset and I would not another to go through this experience.

The best experience in the new Hilton! From when we checked in with Javier and great dining service with Luz and Juan! The art deco is stunning! I would recommend them highly!