Pestana Collection Plaza Mayor

I stayed at Hotel Plaza Mayor with my sister for four days, and while the location was convenient and the general ambiance was decent, I had a very disappointing experience that left a lasting negative impression. During our stay, I ordered room service. When the staff arrived with the food, I asked for the charge to be billed to the room — as is standard in most hotels. Instead of confirming or clarifying, the staff member insisted that I had “no credit” and took the food and drink back with him without so much as a discussion. I was shocked — I have never experienced a situation where a cooked meal was brought to a guest’s room and then taken away simply because of a billing miscommunication. My sister had to call reception to sort it out, and only then did they realize it was a mistake on their part. They did send the food back afterward, but by that time. I had already lost my appetite. I was especially uncomfortable with the idea of being served food that had already left my room — it raises hygiene concerns, and it felt disrespectful. What made it worse was that no one from the hotel personally apologized to me, not after the incident, not when the food was returned, and not even at check-out. I would expect more professionalism and courtesy from a hotel at this price point. Unfortunately, this incident really colored the entire experience. For the amount we paid, I expected better service and more respectful handling of guests.

It was my first time visiting Madrid with a group of my best friends from childhood and our experience at the hotel was wonderful! Rooms were beautiful with all the necessary amenities. A bit on the small side but very stylishly decorated. All the staff we greeted was extremely kind and always with a smile on their face. They also gave us great advice on places to eat and to go for a drink at night! |We also visited the Spa where we got some incredible massages and also got to enjoy the pool which is in a sort of cave, giving it a very cozy atmosphere. Finally, we also enjoyed the views from the rooftop with a lovely spritz. We didn't get to try the pool as it was still cold but we left with the desire to come back during summer to try it.

We stayed in the Pestana Plaza Mayor from 23-27 June.|First thing you see is the fabulous location, quite possibly the best in Madrid. It's close to the Mercado San Miguel and within comfortable walking distance to the Palacio Real, the cathedral, the Puerta del Sol and the Grand Vía.|The staff could not have been more helpful, and it seems that the rooms were cleaned twice daily. Everything in the rooms were new and of high standard . |I'd recommend including breakfast daily when booking. The breakfast themselves were comprehensive and of the highest quality.|We enjoyed both the spa and the rooftop pools. The rooftop one has outstanding views. |This was the first time we have stayed in Pestana hotel and it's likely, from this experience, that it won't be the last.

Incredible!!! I had done so much research for a great hotel in Madrid and The Pestana hit the mark! While it is located in the center of a very “tourist” plaza, it is safe, quiet, and centrally located to quite literally everything. It provides a great escape from the hustle and bustle of Madrid. The restaurant/cafe is beautiful and delicious. There are two pools (rooftop & gorgeous subterranean old world spa) and in general very elevated amenities. And the service was outstanding! Every single person we encountered was friendly, kind, and helpful. Loved loved loved our 3-night stay here!

The staff at this hotel is top notch professional. They assisted with restaurant recommendations, directions, taxis, and refrigeration of my medication. They were so kind and helpful. The hotel was clean throughout. The views of the plaza were amazing. The location cannot be beat.

Very helpful, friendly & professional service.||Location and view from our room right over the plaza. Brilliant as we could watch everything going on.|Small proper balcony that we could sit out on; needed an additional chair which they delivered immediately.|AC and soundproofing exceptional once we shut out balcony doors.||Kettle etc. in the room. Complimentary water.|Minibar fridge so not that cold but we were able to put some of our stuff in.|Separate shower and loo.|Safe provided.||Tasteful reception/breakfast area. Whole place air conditioned.|Rooftop pool small but quite popular especially late afternoon. ||Just a couple of negatives:|Only one place to put a suitcase! Absolutely nowhere else to keep a second suitcase open except the floor in front of the minibar. And let’s face it - who completely unpacks for a 2-night stay.|Horrible plastic black chair - please get rid!

What a delight to stay in the centre of the action of Plaza Mayor. The reception was so personal and friendly, we felt that this was our favourite stay. The room was quirky and cool. The food and restaurant service was exceptional. They organised our airport transfer for a no fuss exit. I will be raving to friends that this gem is the place to stay in Madrid.

I absolutely loved this hotel. The staff was amazing. The rooms were gorgeous and extremely comfortable. The location could not have been any better. We loved the spa, the pool, the restaurant. Every single thing about this hotel was perfect! I want to go back right now! We only stayed one night. We were with a group and we got there a day early. The hotel that we stayed in after this for the rest of the week cost six times more and was not near as nice. The people were not as nice. The food was not as good. I wish we could have stayed here the entire time. I wish we could have stayed longer. It was amazing!!!