Ratings based on 85 Verified Reviews

4.0 out of 5
87% of guests recommend
4.3 Room cleanliness
4.2 Service & staff
3.9 Room comfort
4.1 Hotel condition
Expedia Verified Reviews
4 out of 5
Recommended
for Everyone
by A verified traveler from folsom ca

Great hotel! Great location!

Posted Feb 14, 2017
All the staff was great, always with a smile in their face willing to help you! Great hotel and great location!
Comment from Hotel Management
Feb 14, 2017 by Sara Lopez., Hotel Management
Dear Deny thank you so much for your nice comments. We are glad to know that we have reached your expectations. Best regards. Sara Lopez Front Desk Manager
3 out of 5
by A verified traveler

Excellent location, but low-cost approach

Posted Feb 6, 2017
Pros: Excellent location
Cons: Make the bathroom a more private room
Weak amenities in the room (no slippers, no robe) and bathroom separated from the room by a glass wall... low privacy of bathroom user. Excellent location. But impossible if you have your own car.
Comment from Hotel Management
Feb 7, 2017 by Sara Lopez, Hotel Management
Dear guest, first of all I would like to thank you for your time and comments. We are glad to know that you have enjoyed the area where we are located, however I am sorry to hear that some aspects have not reached your expectations. Amenities as robes and slippers are offered to our guests on request, so please, next time do not hesitate to contact us to demand whatever you may need or miss in the room, we will do our best to satisfy these necessities. Regarding the use of the private card in the area, as we are located in one of the most centrical area of the city it is true that to park on the street is being quite difficult nowadays, and this is why we offer a negotiated rate to our guest in a private parking located 3 minutes walking distance from the hotel, so guest can reconsider the option to use his own card as a good possibility. I would also like to thank you for your comments regarding the privacy of bathroom , we will take this point of view into account and different possibilities will be studied. Once again thank you for your time. We will be glad to welcome back you in the next future. Best regards Sara Lopez Front Desk Manager
5 out of 5
Recommended
for Everyone
by A verified traveler from Costa Rica

Exceptional place and Staff

Posted Jan 2, 2017
Pros: The confort, quiet, room, staff.
Cons: Everything was great
Location: It's a luxury part of the city
My wife, daugther and I were there just a night. We want to come back, because It is a great place, excellent staff, location in a luxury neighbour.
Comment from Hotel Management
Jan 4, 2017 by Sara Lopez. , Hotel Management
Dear Mr. Stone, First of all thank you for your time! We are glad your experience has been as expected and you have enjoyed your stay with us. We hope to welcome back you very soon. Best regards Sara Lopez Front Office Manager
3 out of 5
by A verified traveler from Caracas, Vz

Great staff and location but...

Posted Oct 3, 2016
Pros: Location / staff
Cons: Rooms, setting a much friendly environment. Breakfast area...appears not to be important for the hotel, cleaning limited of the room during the weeken
Location: All important shopping place are nearby. However, not too many nearby good eateries, even though there hundreds closer to another hotels of the chain.
If you are only concerned about location, this is your place. Supportive staff somehow helps to mitigate the loneliness of this place, and tiny rooms, even for european standards
Comment from Hotel Management
Oct 4, 2016 by Sara Lopez , Hotel Management
Dear Ricardo, First of all, I would like to thank you for taking the time to share your comments. I would also like to thank you for your nice words regarding the staff and our location. I am sorry to hear that the rooms were not as good as you were expecting neither the breakfast area, as this is something that we consider essential and one of our main attractive. We will take into account your opinion and notify it to the management. Please if you decide to give us another chance do not hesitate to contact me, we will try to satisfy your expectations. Best regards. Sara Lopez Front Desk Manager
5 out of 5
Recommended
for Everyone
by A verified traveler from Washington, DC

Great staff

Posted Sep 26, 2016
Location: Very upscale neighborhood.
My room was ready early in the morning, and that's always nice when coming from the U.S. The staff was very friendly and helpful.
Comment from Hotel Management
Sep 26, 2016 by Sara Lopez. Front Desk Manager, Hotel Management
Dear Mike, thank you for your comments. We are glad your arrival was as satisfactory as you were expecting. We hope you have enjoyed your days in Petit Palace Embassy Serrao and it will be wonderful to welcome you back very soon. Best Regards. Sara Lopez. Front Desk Manager
4 out of 5
Recommended
for Couples
by A verified traveler from Puerto Rico

Things that start wrong can end great!

Posted Sep 6, 2016
Pros: Staff, breakfast, room at the 6th floor with balcony, free bike and location.
Cons: The room bar was never replenished during the stay.Very g
Location: Very good and less noisy than la Gran Vía sector. Also good restaurants nearby and train station just a block away.
We had several inconveniences the very first day of a seven day stay. We couldn't check in early in the morning after a 8 hour flight. The shower had issues. The lock of the door didn't work.They upgraded our room for the tardiness in booking us and attended promptly the inconveniences. Breakfast was very good and the free bike to wander around the city was super nice to have. Staff at the restaurant was superb. Things can change for the better. Thank you Petit Palace at Serrano.
Comment from Hotel Management
Sep 8, 2016 by David Chía - Front Desk Manager, Hotel Management
Dear Jose Antonio, I would like to thank you for letting us fixing the first inconveniences. It is great that we had that second opportunity to make things as good as we really want for all our guests. I am glad you had a nice stay in the upgraded room at 6th floor. I will check with the house keeping manager why your minibar was never replenished. As you said things can change for the better, and I am sure that if you decide to come back, we could do it even better. Kind regards,
4 out of 5
Recommended
for Everyone
by A verified traveler from Kansas City, MO USA

Great location & bikes included!

Posted Aug 10, 2016
Pros: location and bikes
Cons: better air conditioning - the room was a little warm for me.
Location: Close enough to walk to the Prado, El Retiro park and restaurants. Great market around the corner. Only a $5 cab ride away from Plaza Mayor.
We stayed in a family room with a king size bed and twin bunk beds. The kids loved it! We used the bikes to make the short ride (and there are designated bike lanes on the sidewalks) to El Retiro Park. Perfect way to wind down an evening in Madrid!
Comment from Hotel Management
Aug 11, 2016 by David Chía - Front Desk Manager, Hotel Management
Dear Susan, I am glad you liked our location and that you enjoyed the possibility of using our free bikes. I am sorry about the air conditioning, we will double check, just to verify it is properly working even when we have a heat wave like the one we suffered in Madrid during your stay. Thanks for your coments. Kind regards
4 out of 5
Recommended
for Everyone
by A verified traveler

Very well located

Posted Jul 30, 2016
Hotel is super well located. In the middle of the best street in Madrid. Rooms are remodeled, bathrooms are big. I booked in this particular hotel because we are a big family and they had family rooms which consisted of a king bed and one bunk bed perfect for mu twins. My older daughters had a room with three beds. The only problem we had was that the airconditioner in our room never worked. Outside it was 100 degrees so opening the tiny inside view window was not an option. The first night they send up two fans. The day after they switched our rooms. Here the airconditioner did not work either. Told them in the morning. Didnt really do anything about it. The airconditioner in our kids room always worked. We did not get to sleep for three nights. Good hotel but would not stay again because would not want to risk sleeping so hot again.
Comment from Hotel Management
Aug 8, 2016 by David Chía, Hotel Management
Dear MSL, Thank you for choosing us and for leaving your coments for other guests from Expedia. I am glad you liked our family rooms and bathrooms. I am really sorry about the problem with the air conditioner, we are double checking our equipment, and we will try to fix and improve that in order to be able to manage a heat wave as the one we suffered in Madrid during your stay. Kind regards, David Chía Front Desk Manager
2 out of 5
by A verified traveler from Aventura

NOT ENOUGH AC

Posted Jul 25, 2016
Pros: Location
Cons: A/C At leat vending machines (not room service after ceratin hours)
Location: Good restaurants around
Insuficcient A/C Not Room service after certain hours Gllas wall to the bathhroon illuminates the whole room when turning the lights on disturbing others occupants
Comment from Hotel Management
Aug 8, 2016 by David Chía, Hotel Management
Dear Marlo, I am glad you liked our location and the bars and restaurants in the sorroundings. I am sorry about the air conditioning, we will double check the room in order to fix the problem. I am sorry about the limited timetable for the room service, this was temporarily during last week of July and some days in August. I apologize about the glass walls of the bathrooms, It was designed this way to give a more spacious and iluminated feeling to the room, but I understand that this solution might not be for all likings. Thank you for choosing us and for leaving your coments for other Expedia travellers. Kind regards, David Chía Front Desk Manager
5 out of 5
Recommended
for Everyone
by A verified traveler from North Dakota USA

Madrid Spain a family holiday, we had a wonderful

Posted Jan 6, 2016
Pros: The location, the rooms, the food and the staff.
Cons: Nothing it is perfect!!
Location: We were in Madrid and the location was perfect, the railway station we could walk to and the hop on hop off bus beside us and lots of great places to
The Hotel was super and in the evening we relaxed in the lovely bar with our family.
Comment from Hotel Management
Jan 14, 2016 by David Chía Front Desk Manager, Hotel Management
Dear guest, I am really glad to read your comment and to see your fantastic score. I am glad you liked the bar, but It is even more important for us to see that you had a nice time, and that we fulfilled your expectations. Kind regards,