Mercure Madrid Centro

Recent Reviews: 1355

• User:Ksksksksks

  Trip type: Business

  Basics in place, friendly staff

  Invalid Date

  The room and bathroom are quite big, bed comfy. Sound insulation could be better - both from other rooms and nearby street. It was ok, but quite pricey.Staff was friendly, breakfast quite good for the hotel level.

• User:Flavio P

  Trip type: Family

  A hidden gem in Madrid

  Invalid Date

  A hidden gem in Madrid, very close to the Prado Museum, featuring helpful service and great rooms—especially for families. They recognized and honored my ALL - Accor Live Limitless loyalty status, upgrading me to a stunning rooftop room with a beautiful view of the city. While the breakfast options were somewhat limited, it certainly doesn't take away from the overall excellence of the hotel and its staff.

  Read more

• User:marioncornish

  Trip type: Couples

  Their own procedures!

  Invalid Date

  I booked months in advance through the Accor services with the booking indicating payment at the hotel. We boarded our wonderful train trip when I checked my email from the previous day indicating I needed to send my card details to them via email. There was no attempt to contact me by phone on which I would have been able to give them the correct details( have been dealing with bank issues!!)They just cancelled and I spent half of my wonderful train trip arguing with them about what they had done. Company policy was the reason and the manager had swanned off on holidays during peak season leaving only the front desk staff? Avoid this hotel at all costs since there are plenty of much better options. Marta Ruiz, Guest Services / Front Office at Mercure Madrid Centro, responded to this review Dear Marion,Thank you for taking the time to share your feedback. We are truly sorry that your experience with us did not meet your expectations.As explained in the email we sent you, we attempted to validate the credit card provided with your reservation on two separate occasions, on 4 July and again on 8 July, following our standard guarantee procedure. Both pre-authorisation attempts were declined. As this reservation required a valid credit card guarantee, we contacted you by email requesting updated card details. Unfortunately, as we did not receive a response, we understood that the reservation could no longer be guaranteed.We fully acknowledge that, in addition to the email, a telephone call might have helped in this situation. For this reason, we have already decided to review our internal procedures to improve communication with our guests whenever possible.When you contacted us, we sincerely tried to find an alternative solution. Unfortunately, as the hotel was fully booked and all arriving reservations were already guaranteed, we were unable to offer another room.We genuinely regret the inconvenience this situation caused and appreciate your comments, as they help us improve our service.Kind regards,

  Read more

• User:Jean M

  Trip type: Friends getaway

  Very overpriced and below expectations

  Invalid Date

  Among the positive points one should note the convenient and calm location, comfortable bedding as well as a nice front desk welcome. Unfortunately that doesn’t make up for the very grossly overpriced simple and quite small rooms which, although reasonably comfortable are miles from a 4 stars standing. The breakfast is decent and so is the wifi. For the rest this hotel has basically no amenities, even the lobby is minimal. On top of this our friends forgot two packs of ham in their fridge when leaving and called immediately to let the hotel know but mysteriously only one was found…, and this didn’t seem to bother anyone. Strange sense of service. Marta Ruiz, Guest Services / Front Office at Mercure Madrid Centro, responded to this review Dear Jean,Thank you for taking the time to share your feedback.We are pleased to read that you appreciated our location, the comfort of the bedding, and the welcome provided by our front desk team. At the same time, we are sorry to learn that other aspects of your stay did not meet your expectations.Regarding the matter of the ham left in the refrigerator, we would like to clarify that, following your notification, we conducted a thorough review with both our housekeeping and management teams. We carefully double-checked the room and verified the findings, and only one package of ham was found.We sincerely regret any inconvenience and frustration this situation may have caused. However, we would also like to emphasize that our housekeeping staff are highly professional, trustworthy, and committed to handling all guest belongings with the utmost care and integrity. After our internal verification, we can confirm that no additional package was located.We appreciate your comments, as they help us continue to evaluate and improve our services. We hope you will consider giving us another opportunity to provide you with a more satisfactory experience in the future.Kind regards,

  Read more

• User:Wakeyjoe

  Trip type: Couples

  Great location and service

  Invalid Date

  Excellent location, service. Comfortable premier double room with sofa bed and a big balcony (no chairs or table though). Fridge stocked with one off supply of soft drinks and water. Nexpresso machine. Pity it was paper cups and wooden stirrers. Excellent and friendly service, especially from Pedro and Letizia who went above and beyond to help me check in for my flight home. Definitely come back here again. Marta Ruiz, Guest Services / Front Office at Mercure Madrid Centro, responded to this review Dear Guest,Thank you very much for your wonderful 5/5 review and for sharing your experience with us.We are delighted to hear that you enjoyed our excellent location, the comfort of your Premier Double Room with sofa bed, and the balcony. It is also great to know that the in-room amenities such as the fridge and Nespresso machine contributed to making your stay more enjoyable.Your kind words about our team mean a lot to us. We are especially pleased to know that Pedro and Letizia were able to assist you with your flight check-in and made a positive difference during your stay. We will be sure to share your comments with them, they will be very happy to know their efforts were appreciated.We also appreciate your feedback regarding the balcony furniture and the use of paper cups and wooden stirrers, as it helps us continue improving the guest experience.It was a pleasure to have you with us, and we truly hope to welcome you back again very soon.Kind regards,

  Read more