Hotel Puerta America

I had a very unsettling experience during my stay. While I was getting changed in my room, someone from housekeeping or room service entered without knocking. I was naked and screamed out of shock, and the person quickly left. I immediately called reception to report it, but was told it was impossible for anyone to have entered — which clearly wasn’t true.

I was told I’d receive a call back after they investigated, but no one contacted me. After waiting around 30 minutes, I had to call back myself. Only then was I told it was a cleaning staff member who had entered my room by mistake. While they eventually apologized and offered me a free drink, the response felt dismissive and inadequate for such a serious violation of privacy.

This kind of incident is completely unacceptable, and the lack of urgency or proper follow-up from management was very disappointing. Guests should feel safe and respected in their rooms — I did not. I will not be returning.

Well located and clean hotel, staff are friendly and helpful but the rooms are definitely not 5*, old and run down. I stayed in an all white room which was reasonably clean but due to it being all white showed every bit of dirt making it look dirty. Too expensive for what's on offer here.

First visit to Madrid in March and I booked this hotel based off a recommendation. This is a very clean hotel with different quirks and designs on each floor making this hotel stand out compared to most. Rooms are cosy size, barely any storage space, no instructions how to navigate the air con, and shutters, no menu for room service. Breakfast was fantastic and great selection in the buffet, also had a relaxed sleep on a very comfortable mattress. The gentleman who helps guests with luggage is friendly, helpful and a credit to the hotel.
Negatives- In my booking, I was advised I would be given a complimentary free drink. More than disappointing to be given a bottle of water, I could have bought myself from the local food shop two minutes away.
Staff on reception weren’t particularly helpful or friendly to a new guest on arrival. It seemed an inconvenience to do their job, far from a warm welcome to Madrid and their hotel. I had a very early flight, travelling solo and checked in, to be told I had to wait several hours for my room to be ready, poor customer service..
Most of the staff working in the restaurant next to reception, I find to be demanding, rude and not accommodating. Food also ridiculously overpriced and quality of food is average.
The hotel is a far distance from the main attractions- Plaza Mayor, Royal Palace, Retiro Park. Some time spent on the metro to reach the attractions. I was lucky to be in company with a Spanish speaking friend who lived in Madrid, otherwise I wouldn’t have had a clue, and reception provide no help or guidance for the city.
I may suggest to provide a map of Madrid to new guests on arrival. I have been in 5 star hotels but this is 3 star hotel at best. Decent hotel for one night and close to airport, but not if you plan to be here for a few days and explore Madrid .