Hotel Puerta America Madrid

Other than the amazing view, this hotel was an utter disappointment. For a 5-star property, we expected outstanding service and top-tier amenities, but this hotel failed on both fronts. Upon check-in, we were told our room wasn’t ready, However, we were then told we could pay €50 for early check-in, even though the hotel wasn’t busy and rooms were clearly available. This felt like an unfair money grab, especially for a 5-star establishment. Friday evening, we went to the bar around 9pm, only to be told no cocktails were being served. We then tried the rooftop bar, but despite it being half-empty, we were turned away because they were "only taking dinner reservations." Throughout our stay, we dealt with ongoing issues. The air conditioning didn’t work for most of the trip, and despite maintenance looking at it and offering a room change, no one followed up. Our TV also stopped working and had to be fixed. On our final day, the shower released brown water, leaving us unable to shower or even brush our teeth. While the staff refunded our early check-in fee as an apology, it was too little, too late. We were so frustrated by the lack of care and follow-through that we just wanted to leave. This hotel is far from the 5-star experience it promises, and I would not recommend it to anyone visiting Madrid

I stayed at your hotel in room 724 during Dec 19-2. I’d like to share my feedback regarding my experience. While I appreciated the courteous and responsive reception and front desk service, I found several issues during my stay that did not meet the expectations of a five-star hotel. 1. Clogged Sink: When I first entered the room, the left sink was clogged. I left a note for the cleaning staff in both Spanish and English, kindly requesting them to address the issue. While the room was cleaned the next day, the sink remained clogged. Given the other pressing issues I encountered, I wasn’t able to follow up on this matter further. 2. Shower and Bath Switch: The shower and bath switch mechanism was faulty, causing water to drip persistently. This noise disturbed my sleep, and I had to adjust it multiple times to minimise the dripping. Unsolicited Phone Calls: On the morning of December 20, I received calls at 3 a.m. and 6 a.m. When I answered, there was no response. I contacted the reception for clarification, but they were unable to determine the source of the calls. These interruptions significantly impacted my rest. 3.Malfunctioning Toilet: On the evening of December 20, while taking a bath, the toilet began flushing automatically and continued for over 30 minutes. Although the technician resolved the issue, the bottom lid of the toilet remained misaligned and could not be securely reinstalled. The incident lasted until 2 a.m., further disrupting my sleep. 4. Door Lock Issue: I discovered that my door could not be securely locked because the door handle was stuck. As a solo female traveler, this left me feeling unsafe. If possible, I'd like to change a room but I didn't want to pack all of my pieces of luggage and change my room since I only had a few hours left to sleep and check out. 5. No response from customers service: That's why I have no choice but leave a comment here. Thank you for your attention to this matter.

Stayed for a couple of nights for a work conference at Hotel Puerta America in Madrid.||It is a 5 star hotel but looks quite bland. The staff at the entrance and at reception was very attentive and courteous and spoke good English.||As we had most of the hotel booked, the check in was already arranged for everyone and we were handed our room keys within a couple of minutes. ||There are four lifts and they were pretty fast. I was on 10th floor and the view from the lift was great! I did have an issue with the lift though and got stuck in it with one of my colleagues. We were stuck for around 5 minutes. Called the emergency button a few times and every time the call was connected it was disconnected. Ended up calling the reception from our phone. The lady who answered was extremely helpful and assured us that someone from the maintenance team is on their way to bring the lift back down to ground floor and we will be released soon. It was stressful and both of us were visibly uncomfortable when we came out. They gave us both a voucher each to redeem for a drink.||We were lucky that we were getting signals in the lift and was able to call the reception. ||All the floors have got different themes. 10th floor is very dark. The room was quite dark also and felt there should be more lighting in the room.||The room was big but basic. The bed was quite big and very comfortable. Mattress, pillows and quilt was very comfortable also. There were no USB ports in the room which was very surprising and disappointing. Coming from the UK, I also needed a 3 pin converter which I managed to get from reception for €15 refundable upon returning it back. I would expect to see USB ports in a 5 star hotel!||Another disappointing thing was that there was no socket on either side of the bed to charge your devices. Which meant they were not fully charged overnight and because I had to leave the hotel early in the morning, the phone was not charged causing an issue throughout the day. ||Toilet was big, clean and new. There were two showers and both of them had good pressure. Plenty of toiletries and towels were provided.||The breakfast was nice. Plenty of options available. Staff was very quick at refilling and cleaning the tables.||Metro station was only 5 minutes walk away. Didn’t go into Central Madrid but I believe the hotel is not too far from the attractions.||Overall, a nice clean hotel with excellent staff and location. However, I was disappointed with no USB ports in the room, no sockets on bedsides, lift getting stuck and the hotel was a little bit basic i.e. lacked decorations and the reception/lobby was very standard, nothing like what you would see at other 5 star hotels around the world.

This hotel is fab!!! Their service is even better. Close to metro station, also the bus stop is right outside hotel ( you can take bus to/from airport). Their staff is welcoming and warm. Good spot to stay in Madrid for tourists who want to experience a Michelin guide stay and a designer of their choice to experience ( their rooms are designed by different famous designers).

Rooms are stylish, with different themes per floor. However, these rooms are not functional and lack practical space, we were on the first floor. The carpets were stained, there was a crack on the bed structure and we also had to change rooms on day one because our door wouldn't shut, big security issue. The air-conditioning/heating is slow in adapting to chosen temperatures, but maybe we didn't know how to use it properly. Staff is globally friendly but extremely condescending and unhelpful considering this a 5 star hotel. I would recommend staying in a 4 star closer to the centre. It's about 40min trip to Sol by metro.

Rooms were large, but the main on/off switch doesn’t turn off all lights in the room. Only two bottles of water at check-in and no more free water afterwards. Honestly this is at most a 3-4 star hotel. Nothing here makes it five stars. TV is old, room ventilation is very bad. Very bad location for travelers and the area looks dangerous. The rooms don’t look like what they posted on their website at all. Room cleaning came in even with do not disturb sign hung at the door. Room service spoke very poor English. Money wasted, I should’ve just picked four seasons or something

Not even worth one star. No coffeemaker in the room. The bath looks like a coffin from a mortuary, and that is also the only way how you can use it, lying flat, uncomfortable. If you still want to use it after it’s filled, because it takes an hour. There is only one seat in the room and the most crazy thing of all, there are no plugs next to the bed! Seriously?

The porter & concierge were very nice but the rest of the Staff seemed to want to charge for every little thing & were not accommodating at all. 30 euros for a continental breakfast where you get kicked out at 10:30 is a joke & HOW are these tiny rooms 5-star????? There are no shopping places nearby & restaurants are subpar.

If you're a couple, this place might be ok. Might. A friend and I had a girls trip to Madrid and we stayed here. Our choice for rooms was one bed, or two beds, but pushed together. We opted for the two, and were put in the 9th floor. The bathroom is all glass. ALL glass. All clear glass. The door to the bathroom, the shower, the walls making up the bathroom. There was at least a sheer curtain we could pull for the side closest to the bed. So we would announce when we had to use the bathroom and the other would just make sure to stay on the other side of the room. Not sure why there is even a door since it's see-through. I don't understand the purpose. I don't care how comfortable you are in your relationship- NO ONE needs to see their friend or spouse sitting on the toilet. Just... no.

Visited here a couple weeks ago and loved my visit! Knew I would enjoy because the taxi driver that dropped me off said it was one if the better hotels in Madrid haha. I loved how modern feeling the atmosphere was. Every floor had a different theme. Always smelled really nice when you walked into the lobby! It was nice having a metro stop close by. I believe it was line 7. Makes getting around really convenient for any out-of-town people. There was a pool upstairs with a cool view. Not really for leisure though. It's a lap pool. You shouldn't be disappointed here!

What a cool hotel!! You can choose the theme of your room which is by floor. The closest themes they resemble are a spaceship, Japanese, Spanish artsy, minimalism, Star Wars tranquil, round bed futuristic room, & more. We chose the 8th fl Star Wars theme. It's all white w/an amazing few w/the bed floating in the middle facing the window. It has a drop down tv from ceiling, electronic shutters, bath tub in middle of room with a shower head from the ceiling, and white curtains & leather everywhere. The only thing missing where the Princess Leia & Luke sky walker costumes behind one of these curtains. I imagine for those who like to role play this is a great hotel lol! There are always taxis downstairs. There are restaurants inside also. The area seems safe though a little far from most of the sight seeing. It's about a 10 euro cab to plaza. mayor. They have a free airport shuttle too. Super guay hotel

This hotel is soooo cute. Each floor truly has its own design and it makes things exciting. It makes me want to go back enough times to stay on each floor, haha. We stayed on the second floor and it was cute. The view from the second floor was honestly still nice even though it was only floor two. It didn't seem like a second floor. I wouldn't call the room small but I also wouldn't call it large. The photos do make it look a bit bigger but it's enough space. It's nothing that you will feel as if you need more space. The shower, um , there's no door lol. If you're traveling with a friend that you're not comfortable with, get comfortable. Luckily I went with my best friend so it didn't matter but there's no door so the floor will always get wet. There's no avoiding that. The bathroom with the toilet has a door though. Have the room attendant or front desk help you understand your lighting and air condition controls because it's slightly complicated because Europe is very energy saving. You have to leave a key card in the door and then use controls from there. It's not self explanatory so just make sure you're shown the room to eliminate a time of unnecessary confusion. Get to know the metro system. It's not as confusing as it seems. The stop is right at the corner of the hotel. I wished we have it a try earlier of our trip would of saved a lot of taxi money. Nothing is in walking distance. They have a shuttle van that runs to a "city center" and the airport. It's not reliable though. The train also closes at 1am. So train it during the day and taxi it back to the hotel if you happen to be out late. The staff was great. The bar on the roof seemed for an older crowd (35-50 yrs old) and a lot of couples. If you're young, you won't go up there or atleast you won't stay. Go to Kapital. I went one night it was nice. Wear comfortable heels it's 7 floors. Ask the hotel if they have discounted tickets. Enjoyyyy

Great hotel with awesome company rate for telefonica & IBM. Staff is very nice and not overly expensive on room service or snack bar. Good food and wine offers. Lagrimas negras is a top restaurant to try over and over again. Breakfast is nice but not 5 star level. Gym is good with a nice swimming pool and a cool - even if small - SPA. The customer service is great and the design of the rooms is out of this world. The best floors are the 10th - japanese deco and the 4th - plasma studio. On the roof top you have a great outdoor summer bar with good environment - even if sometimes a bit too meat-closety :) The location is quite convenient - 30€ on a taxi from the airport, underground nearby and great location to go anywhere in Madrid. One of the best price/quality relationship.

Trendy, cool, business hotel well located between the airport and the main centre on the busy Avenida de America. It takes the idea of "designer" hotel to the next level - with every floor being made over by a top designer. Mine was by Marc Newson - not someone I know ( I am sure I should). It was slick, modern and spacious. White wall contrasting low level brown leather bed surrounds and a bathroom that opened or closed all the way around (as the mood takes you!). Apart from a few moments of panic as I tried to figure out the complex light settings and electric blinds, this was a great place to stay. And getting a great rate helped!

This place is aesthetically pleasing. It is very artsy and colorful. Every floor is offered with a different theme by a different renowned designer. The only con is that it isn't closer to the center of the city. Still the staff is extremely friendly and accommodating. Great place to stay for a great price. Also the rooftop bar is usually popping every night.

This hotel has been designed in close collaboration with several famous architects from all over the world. Each of its 13 floors is different, offering an amazing experience. Some of the floors will make you feel like you are on the set of a sci-fi film!!! The design is organic, with round, shapely walls that hug the visitor, and endless hallways in amazing colours and lights. We stayed on the second floor, with white, round and curved walls. The room was like something out of Oddissey in Space 2001. Perhaps a bit small, but the cool decor made up for it. Do not miss the covered swimming pool on the top floor, with dark floors that make the water look like liquid black gold. All guests can enjoy it, as well as the small sauna and Swedish showers. Next to it is a large bar with fantastic views. It is also a bit pricey, but not as much as many other 5-stars hotels.

The client service is EXCELLENT all the personal is super nice and the amenities are excellent as well. The only pitfall is the room size (a little bit small) besides this the hotel is great.

Hotel Puerta America-Madrid is an interesting place to stay. It's located about 15 Minutes from the airport and two blocks from the Cartagena Metro stop. This was one of this Hotel's best qualities. It is located in a very laid back area of town, near parks, tennis, and swimming, which you will need since the Hotel is lacking, with a large population of Seniors. The hotel its self is a crazy collaborative project with spaces designed by nineteen of the worlds top architects. In theory this sounds great, but when you are thousands of miles away from home functionality is extremely important. Let's start with the general public space, the lobby and hotel its self is easy to navigate. It has a very interesting and modern design, so I was excited to tour the 13th floor roof top pool and bar.......drum roll..... crickets yeah not that inviting, the pool is dark and the roof is covered by a red tarp that makes the water look even more murky than the low lights and dark wood make it look alone. The gym.... oh wait, what gym four machines and one tower of free weights with no space to use them, doesn't qualify this space to be referred to as a gym. The bar is nice but you can not access any outside space, all you can do is roll down the window and look out. Long story short, I should have just left my swimsuit at home. On to the rooms: My best friend and I stayed in a room designed by Norman Foster from Great Britain. The room used a mix of leather ,the entire wall adjacent to the bed acts as the head board, Glass ,which was the shower which partially divides the bathroom sinks from the sleeping quarters, which by the way has no door or any place to keep all of your necessary shower toiletries, and a beautifully illuminated onyx counter that spans the length of the room. The room is lacking in storage space, so play it safe and upgrade to a Jr. Suite for three or more. The worst feature of the room is the bathroom sink faucet. BEWARE YOU WILL FOR SURE SPLASH WATER ALL OVER THE ROOM WHEN YOU TURN IT ON! For some reason, the designer has never either used a bowl sink or doesn't understand that an industrial strength grate on the faucet is not needed. It may have looked good to have multiple streams of water come out of the faucet, but reality check, when us regular people turn it on it sprays like fire engine hose. As a professed germaphobe, I will say that the rooms were clean, but there has clearly been no effort to maintain the 5-6 year old hotel or their towels, we had several with holes in them, not cool. The services over all was good. The staff is nice enough, If you ask, they will respond, but you will not be receiving any Ritz Carlton service and therefore there will be no anticipating of your needs here. Overall Hotel Puerta America Madrid is nice enough and if you are in to architecture it may be worth being qualified as one of those, been there done that and bought the t-shirt places.

My friends, I have to say that I did not enjoy this hotel. I feel like I can't complain because I was able to book rooms here at a great rate (via Expedia), but I can't deny that I was unhappy during my stay and I wish I had done more research on this place before booking. Here's my list and I'll get straight to what I did not like: 1. Rollaway beds are extremely expensive. They are 50% of the rate of the room. So our rollaway was USD 60 + 10% VAT each night. 2. 13th floor lounge is lame, even on a Friday night. 3. Pool and gym amenities suck. There is no air conditioning in their tiny room they call a gym. There is one rowing machine, one treadmill, one bicycle, and one other machine. Four machines total plus some random weights. The pool is not lit at night (scary!) and it's not long, big, or cool enough to be a lap or lounge pool. 4. Although a short 2-3 min walk to the Catagena Metro stop on Line 7, it's far from all the tourist spots. Allocate at the very least 30 minutes of transit time to get anywhere. 5. Room service and their restaurants are ridiculously expensive. 4 euro flat fee on any room service, even when you're ordering just 1 cup of coffee (tiny cup by American standards is 3.4 euros). 6. Couldn't get a cup of coffee from the downstairs restaurant to take to go! They would only serve us coffee if we sat in their restaurant. LAME 7. Last con brings me to the next point-- there's not much going on on this side of town. Very quiet residential area with not much going on. There was no way we were going to find coffee here 8am in the morning because there's nothing around except for mom and pop restaurants that don't open until late. 8. (Hopefully this is the last con on my list that I can think of) It's cool that this hotel wants to be different with the different unique themes on each floor, but this hotel is an exemplary case of form over function. The rooms are so oversdesigned that it becomes a burden to stay more than one night. We were on the 9th floor and we got a room with walls that lit up into a neon yellow. C'mon! How do you fall asleep and feel relaxed in your humble abode where your walls are screaming "nightclub!"???? Oh, and the "cool looking" bathroom with see-through glass walls are sexy to look at, but not fun to poop in when you're trying to keep some modicum of privacy amongst your friends. You could hear and smell everything even though there is a thick sliding glass door. If you end up with one of these rooms, just make sure you communicate to your roommates that you're about to take a shit so they don't accidentally walk by and see you sitting on the loo. Oh, and a tip, turn on the faucet to block out the noise. 9. Internet is spotty and slow. Good luck using any handheld devices before you become extremely frustrated that you get kicked off every 5-10 minutes. Pros: 1. Rollaways are free for children under a certain age (forgot which age). 2. Cool skywalk around the elevators on the 13th floor. 3. The service attitude, from check in to bellhop, was good. 4. Close to a metro stop.

Super clean, divine breakfast, especially if included in the rate. A bit futuristic; colors and design may not be to everybody's taste, but great hotel to me. No solid wall between room and bathroom, so the light and flushing may wake other guests up if you use the toilet. Also you may see each other a little thru the shades in the bathroom. I hung a sheet to close the gaps for my daughter who was embarrassed by that. Great for romantic and/or young couples. Breakfast = 27 Eu, but fabulous one, espec. if included.

The star rating we gave mainly is because of the location and price compared to value. It is not a reasonable walk into city center, meaning you have to take a taxi or hotel shuttle into the city. For that reason alone, we most likely never would stay there again when traveling to Madrid. The location is not too terrible, though - you can walk to nearby restaurants, a grocery store, and other hotels in the vicinity. The hotel shuttle is complimentary but does not run very frequently and stops pretty early. We arranged a complimentary shuttle pick up at the airport, which arrived a minute after we walked out of the airport, and we also used the shuttle one day to get into the city, but the times were not convenient enough to use it more often. We can't complain about the front desk service - they let us check in at approximately 9 am and check out was around 2 pm, so we were thrilled. The staff was all very friendly. The room we had - an executive suite - was large and had everything we needed. The hotel is sort of modern dated - basically, it was modern 5 or 10 years ago. You can move the walls around in the room, as if they were sliding glass doors. They actually are glass, so you can see right through them and they become see through or mirror depending on whether there is light or dark in the next room over, meaning it's not the best hotel for friends or coworkers to stay in together unless you want to watch each other shower from any portion of the room. There was plenty of storage in the room. Overall, the hotel is clean and service is good, but there is not enough value compared to the cost of the rooms, so I would recommend staying closer to city center and skipping over this hotel.