Hotel Riu Plaza España

Nice hotel in a great location for exploring the city. Nice practical clean rooms, ours looked as if recently refurbished. Good selection of food at breakfast. Sky bar impressive but drinks slightly overpriced.

This hotel was included with our tour. There were a total of six of us. Upon first glance, the hotel seemed really nice. Unfortunately our experience wasn't very bad. The best part of the hotel is the location, walkable to many local sites. In our first standard room, the bed was very comfortable and the bathroom was clean and with good water pressure in the shower. When we came back at the end of the tour though we were all given accessibility rooms and I did not like those at all. The bed faced the bathroom and the bathroom smelled like old pipes. Also, their toiletries were not good - same brand as the smaller B&B we stayed at before going there. The hotel has one of those newer elevator systems where you have to tap and then the system will tell you which elevator to use. The system was a complete mess as it would route everyone to one elevator without factoring in how many people could fit into the very narrow rectangular shaped elevator. It also calculated one person per request which is obviously not always the case. In addition, some people have luggage. As a result, sometimes the elevator you are assigned to is full and you have to tap and then get back in line all over again repeatedly. Then people started trying to jump into elevators they weren't assigned to because it took so long. It was chaos. I ended up walking many times up and down the stairs because the elevator took too long. The algorithms for the elevator need to be fixed. On top of that, the elevator is long and narrow so you're almost kissing the person next to you, if you manage to even get on. I think at one point this hotel was probably pretty high-end, but you can really see the wear and tear. The hallways are dingy and the carpeting looks very dirty. The rooms could also use upgrades. The lobby is also awkwardly designed so you're always bumping into people, especially in front of the elevator where there's also a large staircase in the center blocking the way. The service at the hotel was the worst I had during my entire 18-day trip in Spain. Prior to arrival, I emailed the hotel and asked if we could have a package delivered from a local store. They told us that they could only hold it for two business days. I have never had a hotel be so strict. On the day of check-in at 9:00 a.m, I notified the front staff that we had a package that would be delivered that day and was told that this would be no problem. A few hours later while out on a tour, I received notification that the package was rejected by the hotel. I emailed the hotel and they said that the concierge made a mistake. I asked them if they could please call and have the package redelivered. I did not receive a reply. When I got back to the hotel early evening, I spoke to the receptionist, who told me to go to concierge and concierge told me that they did not make a mistake, it was "somebody else in the back". I asked if they could at least try to help us get the package redelivered. At 10:30 pm I was told to go downstairs and talk to them for further assistance. I went downstairs only to have them tell me the same thing, which was to go take a taxi to the store and pick it up myself. I also spoke to a manager who said that, "things happen" and that they are not going to pay for a taxi. At no point did i make any request for monetary compensation. I only asked them for help with redelivery as I do not speak Spanish and I do not have a phone plan with international dialing. I spoke to a total of six people and not one single person even acknowledged, let alone apologized, for their mistake. I understand that mistakes happen but their lack of accountability was unprofessional. Our tour included luggage pick up from and delivery to the rooms. On the day of departure, they were 45 minutes late picking up the luggage so we were then late for our tour. On the day we came back at the end of the tour, it took 1.5 hours to deliver the bags to the rooms. In addition, throughout our stay, reception, doormen, and bellboys all had a bad attitude- super snooty as if we weren't good enough to stay at their hotel. On the morning of checkin, we left our bags because the rooms weren't ready. When we came back, the bellboy didn't even say anything - just pointed at the luggage room indicating we should go find our bags. I have never been treated so poorly, at any hotel regardless of whether it was a bed and breakfast or 5 star hotel. I think before Covid this hotel was probably considered high end and because they're not doing as well, they're taking tour company bookings and the staff look down on tour groups. When you're working in hospitality, you cannot have this type of attitude. I gave Globus this feedback and I would never stay at this hotel again if I had any other choice.

This hotel is terrible! First if all, this hotel is huge with only 6 elevators. What makes it worse is that you have to scan your keycard and it assigns you an elevator to get to your floor. It doesnt take into account, how many people are assigned to one elevator so if the elevator is full then you have to scan your keycard card again for another assigned elevator. During busy times, you will need to scan it multiple times which causes delays in trying to get down to the lobby or back up tk your room. The customer service is also very bad. We had prearranged with the hotel to have a package delivered to the hotel. When the package arrived, the concierge rejected the package! We spoke to hotel staff to try to figure out how to retrieve it since we didnt speak any Spanish and all they could say to us was “Things happen” and did not try to help us at all! We had to try and figure it out ourselves and had to pick up the package ourselves from the carrier service which was 30 minutes away from the hotel. All 6 of my friends had single rooms and we were all placed in wheelchair accessible rooms which were not very nice. My toilet smelled like a homeless person. There definitely was some bias towards us. I’m not sure if it was because we were Asian or if it was because we were part of a tour group but again would like to emphasize do not expect four star hotel customer service.

Great hotel for a break in Madrid, excellent access to public transport and easy metro ride from airport. Centrally located and easy to get to all the sights, shopping, restaurants etc. Amazing buffet breakfast, good quality food and an amazing choice. Spotlessly clean and lovely staff. Have already booked to return.

My stay at the Riu Plaza Hotel was outstanding from start to finish. The lobby’s modern design created a great first impression, and the staff were professional, friendly, and efficient. My room was clean, comfortable, and well-equipped, with a stunning city view. The breakfast buffet was exceptional fresh fruit, pastries, and a wide variety of hot dishes. The location was perfect, close to shops, restaurants, and major attractions, making it easy to explore the city. I also appreciated the hotel’s fitness center and quiet lounge areas. Overall, the Riu Plaza offers excellent value and service, and I’d definitely stay again.

Arrived early morning from the UK and were thrilled our room was ready. Great size room on the 9th floor with two double beds, facing the park. Spotlessly clean. Hotel was busy as we were staying over National Day but it was very quiet, couldn’t hear any neighbours. Breakfast was well organised with so much choice. All the staff are very attentive and friendly. Great location for sight seeing in Madrid. We only used a Bolt from and back to the airport, walking everywhere else including to Real Madrids stadium. The Skybar is definitely worth a visit as free to visit for residents. Lovely hotel and we will return when back in beautiful Madrid.

Not bad, just many missed opportunities. We booked this hotel because in a previous visit to Madrid we were told it had a nice rooftop and that’s something we really like. It’s a great way to end our days. We rolled in about 8pm. There were doormen but no offer to assist with luggage. When we checked in reception was friendly but not overly informative. Not a big deal. They had placed us on the 25th floor. Great views awaited. The elevator system is a bit of a cluster with long lines. Again, not a huge deal. The hallway had an odd flooring, like a fabric tile that sadly extended into the room. It was coarse on the feet and made the room feel cheap. Otherwise the room was nice with a great view. The bath had a walk in shower and overall it was nice. Not luxurious, but nice enough. We went to the rooftop to have drink and a bite. They sat us right away and were very efficient. However after the food arrived a waiter promptly came over and told us we must pay. I said but we may order more and was told it’s hotel policy that we pay at each time. Certainly not a 4star experience. Shortly after a side plate slid off the small table but rather than asking if all was ok or if we needed anything they simply rushed to clean it up and moved on. Disappointing. The next night we went to the lobby bar for a night cap and were guided to a QR code to order and when we asked to charge to the room we were told that it wasn’t possible and we needed to pay there. Breakfast was well done with lots to choose from even though it was quite crowded Overall…fine but felt soul less with may missed opportunities to create a great experience.

Perfect stay here during our tour of Spain. Staff were attentive, rooms were clean, breakfast was fantastic and pool was brilliant. Everything you want from a hotel

Gorgeous, Loved this huge Smart hotel :) The usual High Riu Standards here! Lovely vibe, great location, fab staff, nice little plunge pool, and great Breakfast :-) Just a bit pricey for the drinks'

This is a wonderful hotel the staff are kind, helpful and made the stay there extra special. The hotel is beautiful, rooms are spacious spotless and well looked after. They have so much to offer just in the hotel. The breakfast was excellent so much on offer and very tasty. The location was fab short walk to the palace and cathedral. In the immediate vicinity was excellent shopping and restaurants for all budgets. Only a couple of things they could improve on but minor an English speaking channel on the tv that isn't the news and a better iron ours wasn't even luke warm.