Ratings based on 52 Verified Reviews

4.2 out of 5
80% of guests recommend
4.3 Room cleanliness
4.2 Service & staff
4.0 Room comfort
4.0 Hotel condition
Expedia Verified Reviews
1 out of 5
by A verified traveler from Melbourne

Unfortunate stay

Posted Jul 25, 2017
Very disappointing stay. First of all the hotel was under immense construction which was not communicated to us when we booked and was at no stage passed on that it would be during our stay. Our room then flooded when I had a shower which meant we had to vacate the room for hours whilst it was cleaned up. Finally the courtesy bus to the airport was an hour late in getting us to the airport which meant a rush to make our flight. Would love to speak to someone about a refund but no email is available on the website.
Comment from Hotel Management
Aug 16, 2017 by Vanessa Acebo - Executive Assistant, Hotel Management
Dear Mr Duck, First of all, I would like to thank you very much for having chosen Puerta America Hotel as “your home away from home” in Madrid. I would like to personally offer you my most sincere apologies for al the inconveniences and assure you this is absolutely not the way we usually do things. I will contact you directly to follow your case. Regards
5 out of 5
Recommended
for Everyone
by A verified traveler

Posted Jul 2, 2017
Great hotel, the dark room needs more light though.
Comment from Hotel Management
Jul 13, 2017 by Vanessa Acebo - Executive Assistant, Hotel Management
Thanks for your opinion! We look forward to welcoming you back soon at the Puerta América. Kind regards
2 out of 5
by A verified traveler from vancouver

Has seen better days

Posted May 28, 2017
This hotel looks futuristic and fun but is anything but. Our room was on a floor that look like an insane asylum. Our room itself was not much better. It was entirely red inside with a circular bed that had cigarette burns on comforter. The room reeked of smoke. The bathroom was horrible and impossible to navigate in the dark - and couldn't turn any lights on in the room without waking your partner. Perhaps another floor would be better - but the location of the hotel is also awful. It's far out of town and right on the highway. Find something less kitchy and more down to earth.
Comment from Hotel Management
Jun 1, 2017 by Vanessa Acebo - Executive Assistant, Hotel Management
DearSarah, Thank you for sharing your feedback . We are sorry to hear that you enjoyed didn't enjoy the experience at the Silken Puerta América. We have read your comments and impressions and we will give due consideration to your suggestions in order to improve our guest experience. Thank you for your time.We hope to have a new opportunity and offer you another floor whose design is more suited to your needs Kind regards
4 out of 5
Recommended
for Everyone
by A verified traveler

Good experience for a layover hotel.

Posted May 23, 2017
Over all a very good experience. We enjoyed the museum like quality of the hotel and the service was very good. The only hiccup was the airport shuttle. It does run automatically and you need to book it in advance!! This was not clear on booking so we ended up waiting longer and calling them to sort it out.
Comment from Hotel Management
Jun 27, 2017 by Vanessa Acebo - Executive Assistant, Hotel Management
Dear NH, Thank you very much for choosing Puerta América Hotel during your visit to Madrid, and for taking the time to post your review. We are thrilled to know that you enjoyed your stay with us! We try to accommodate our guest’s needs; however, our courtesy shuttle service is subject to availability and has some schedule restrictions. Thank you very much again for sharing your comments with other travelers, and we look forward to welcoming you back in the nearest future. Kind regards,
4 out of 5
Recommended
for Everyone
by A verified traveler

Unusual hotel

Posted May 23, 2017
Pros: Rooms and free shuttle to airport.
Cons: Somewhere to put toiletries in bathroom would help and a mirror in the bedroom to do make-up, hair etc. but managed with bathroom.
Location: Located 1 minute from Metro station. Also a shuttle goes from hotel into city centre a number of times daily.
Lovely hotel. Every floor very different as a different architect designed each. Great view from the top floor with a glass floor to view below!! Very comfortable beds.
Comment from Hotel Management
May 26, 2017 by Vanessa Acebo - Executive assistant, Hotel Management
Dear Guest, Thank you very much for choosing the Silken Puerta América during your visit to Madrid, and for taking the time to post your review. We know that the originality of our rooms draws attention to the most basic details. We appreciate your comments and we will give all due consideration to your suggestion. Thanks again for your time. Regards
4 out of 5
Recommended
for Everyone
by A verified traveler from Canada

Good Hotel

Posted May 17, 2017
Pros: The rooms are quiet and comfortable.
Cons: Training of front desk staff in providing tourism advice would be great. The gym / fitness center was very limited.
Location: It's near a metro station, but generally a 30 min trip to get anywhere.
Generally a good hotel. Rooms are looking a tiny bit worn in areas, but nothing to be concerned about. I felt it was clean. Hotel front desk staff were pleasant, but might benefit from training in providing tourism advice. I don't think it is their fault as often when you live in an area you don't really know much about what it has to offer tourists. I wouldn't take any tours they suggest for you, I found the tour companies they endorse were really poor and over priced.
Comment from Hotel Management
Jun 27, 2017 by Vanessa Acebo - Executive Assistant, Hotel Management
Dear Guest, Thank you very much for choosing us and for sharing your feedback. We are glad to know that you enjoyed your stay at the Puerta América Hotel. We will take into account your comment about concierge infrastructure in order to improve our guest experience. Thank you for your time and we look forward to welcoming you back soon! Kind regards
4 out of 5
Recommended
for Everyone
by A verified traveler

Nice hotel, great staff

Posted May 13, 2017
Great hotel overall. Our room did have a broken closet door and the pillows were pretty thin
Comment from Hotel Management
Jun 27, 2017 by Vanessa Acebo - Executive Assistant, Hotel Management
Dear Guest, Thank you very much for choosing us and for sharing your feedback on Booking. We are glad to know that you enjoyed the overall experience at the Silken Puerta América, we have read your comments and impressions and we will give due consideration to your suggestions in order to improve our guest experience. Thank you for your time and we look forward to welcoming you back soon. Kind regards,
4 out of 5
by Douglas

Unique hotel experience.

Posted May 3, 2017 on Hotels
Overall I had an excellent experience. The staff was friendly and the dining room staff was exceptional. My only disappointment was that the complementary airport shuttle was one of the main reasons I selected this hotel over others, but you are notified a check in that it was already full & not available so I had to spend 30 euro on a taxi.
Comment from Hotel Management
May 29, 2017
Dear Douglas, Thank you very much for choosing the Silken Puerta América during your visit to Madrid, and for taking the time to post your review on Booking. We are thrilled to know that you enjoyed your stay with us! We try to accommodate our guest’s needs; however, our courtesy shuttle service is subject to availability and has some schedule restrictions. Thank you very much again for sharing your comments with other travelers, and we look forward to welcoming you back in the nearest future. Kind regards, Vanessa Acebo - Executive Assistant
5 out of 5
by A verified traveler

Awesome Hotel

Posted May 1, 2017 on Hotels
As an architect I appreciate good design and this place is no joke when it comes to design. I stayed at the Jean Nouvel level and the views were spectacular. Room service is very quick and the breakfast is delicious.Being on the top floor was great but the noise coming from the rooftop bar was annoying. Overall great hotel and definitely staying here again.
Comment from Hotel Management
Jun 27, 2017
Dear Guest, Thank you very much for choosing us and for sharing your feedback on Booking. We are glad to know that you enjoyed the overall experience at the Silken Puerta América, we have read your comments and impressions and we will give due consideration to your suggestions in order to improve our guest experience. Thank you for your time and we look forward to welcoming you back soon. Kind regards, Vanessa Acebo - Executive assistant
5 out of 5
Recommended
for Everyone
by A verified traveler from Panama

Very good

Posted Apr 24, 2017
Very clean and good guest services. Highly recommend this place