Ratings based on 198 Verified Reviews

4.2 out of 5
86% of guests recommend
4.5 Room cleanliness
4.1 Service & staff
4.3 Room comfort
4.1 Hotel condition
Expedia Verified Reviews
4 out of 5
by Sandra

Very happy customer

Posted Jan 28, 2017 on Hotels
Lovely helpful staff.I appreciated the professional service given. The rooms are very comfortable and quiet.The restaurant had a great steak.
Comment from Hotel Management
Jan 31, 2017 by General Manager, Hotel Management
Dear Sandra, Thank you very much for staying with us. We appreciate your comments and we are grateful that your stay has been so pleasant. We hope to see you soon again. Best regards, Customer care department.
5 out of 5
by farid a

Posted Jan 21, 2017 on Hotels
I wish they leave a coffee pot and a microwave in each room
Comment from Hotel Management
Jan 26, 2017 by General Manager, Hotel Management
Estimado cliente, Gracias por alojarse con nosotros y por dedicar unos minutos a valorar nuestras instalaciones y servicios. Esperamos volver a verle pronto. Reciba un cordial saludo. Departamento de calidad
5 out of 5
by Joshua

A great place to stay

Posted Jan 15, 2017 on Hotels
The experience was fantastic. The room was amazing, with big windows that extended from the floor to the ceiling. The bathroom included a bathtub, shower, bidet, toilet, and two sinks. Highly recommend.
Comment from Hotel Management
Feb 16, 2017 by General Manager, Hotel Management
Dear Joshua, Thank you so much for staying with us. We appreciate your comments and we are happy that you enjoyed your stay. For us will be a pleasure to wellcome you again whenever you want. Best regards, Customer care department.
4 out of 5
Recommended
for Everyone
by A verified traveler

Great Hotel

Posted Dec 15, 2016
Buen hotel, cerca del aeropuerto y a menos de 10 minutos de la parada de bus.
Comment from Hotel Management
Dec 20, 2016 by Departamento de Calidad, Hotel Management
Estimado cliente, Gracias por alojarse con nosotros. Apreciamos sus comentarios y nos alegra saber que su estancia ha sido agradable. Esperamos volver a verle pronto. Reciba un cordial saludo.
5 out of 5
Recommended
for Everyone
by A verified traveler

Posted Dec 5, 2016
the service is good, employees have a lot of people skills
Comment from Hotel Management
Dec 5, 2016 by Customer care department, Hotel Management
Dear customer, Thank you for your recent stay with us. We appreciate your comments and we are happy to know that your stay was pleasant. We hope to see you soon again. Best regards.
2 out of 5
by A verified traveler

Hotel shuttle is a joke....

Posted Oct 16, 2016
I picked this hotel because they advertise an airport shuttle in the website. The shuttle is useless.... i sent 2 emails to reserve 2 seats and they never got back to me, ended up spending 50 euros in transportation to get to the hotel and then back to the airport the next day. Do not take this hotel if you're planning to use their shuttle.
Comment from Hotel Management
Oct 20, 2016 by Customer Care department, Hotel Management
Dear guests, Thank you for choosing us for your stay in Madrid. We are very sorry for the inconveniences caused for the shuttle bus. We would like to explain that we always answer the emails from our guests, even if we cannot provide the shuttle. It is possible that we never received your emails, please accept our sincerest apologies. Kind regards.
4 out of 5
Recommended
for Everyone
by A verified traveler from Pittsburgh

Beautiful room with a luxury bathroom

Posted Oct 9, 2016 on CheapTickets
Stayed at Silken Madrid because of a 14 hour lay over. Arrived at MAD airport and the hotel transfer was there on time. Got to the hotel in about 10 minutes and checked in. The hallway carpet needs some work but the room, especially the bathroom was beautiful! Unfortunately, airport transfers from the hotel don't begin until 7:15 so I had to take a taxi in the morning that cost around $30 euro.
Comment from Hotel Management
Oct 11, 2016 by Customer Care Department, Hotel Management
Dear Theresa, Thanks for choosing us for your stay in Madrid. We appreciate your comments and we will consider. We are pleased to inform you that we plan improvement of our facilities which includes a renewal of the carpet in the hallways. We are happy to take it up again at its next visit to Madrid. Best regards,
4 out of 5
by A verified traveler

No shuttle to airport

Posted Sep 6, 2016 on Orbitz
The hotel was fine, clean and nice however I book this hotel hoping to have my transfers to airport-hotel-airport included and it wasn't, they seem to have a schedule for airport trasfers and only for a certain number of people so I ended up paying aditional 26 euros for a taxi!. It was not as it was describe or at least it should be mention in the description
Comment from Hotel Management
Sep 8, 2016 by Laura, Hotel Management
Dear guest, Thank you for choosing us for your stay in Madrid and for your comments that help us to improve our services. We want to apologise for the inconveniences caused for the shuttle service. We will verify that the information about the shuttle time service in the web site is specified, and otherwise try to make amends. Best regards, Hotel Silken Puerta Madrid
1 out of 5
by A verified traveler

Terrible

Posted Sep 5, 2016
No coffee before 8am? This place is terrible! One airport shuttle every hour and half. That's it! You need to make a reservation in order to get on the shuttle. 30 Euros each way if you don't. Would never stay here again!!!
Comment from Hotel Management
Sep 9, 2016 by Departamento de Calidad, Hotel Management
Dear guest, Thank you for choosing us for your stay in Madrid. we are very sorry that our service haven't reached your expectations.We will like to mention that we have a coffee service from 5 am except Saturdays and Sundays.the shuttle has a limited service. For that reason we recommend our future guest to check availability and schedule in advance. However, we appreciate your comments an will consider them in order to try to improve our services.
2 out of 5
by A verified traveler

Bad customer service, worn out carpets & doors

Posted Aug 15, 2016 on CheapTickets
Where to begin... Let's start with the hotel needs to replace all hallways and room carpets and fix most room doors. The hallway carpet is in such a bad state to the point that looks disgusting, I thought I was in a remodeling floor so I decided to check the other floors to request a possible room change but all floors have the same carpeting. The room carpet is not as bad but needs to be in better condition. The room doors are broken at the bottom. Yes very strange, they're opening up, peeling from the bottom, I couldn't tell if it was due to humidity or what but I noticed it on many rooms of the first floor which is where my room was. Last but not least, the airport shuttle driver is very rude and disrespectful. He doesn't want to lift and load the suitcases in the car. He opens the trunk and stays in the car checking his phone. I asked for his help and he gave me an attitude, he told me to lift the suitcases with him and of course i had the most work and when I didn't help to lift the lightest bag, he basically threw the bag in the trunk. At the end, we had a discussion, I complaint to the manager, she didn't want to give me an optional shuttle service so I had to get a taxi and glad I did because I didn't feel comfortable riding with such a disrespectful rude man. I wouldn't stay at this hotel not even for a couple of hours.