Hyatt Regency Hesperia Madrid

Clean, up market, pleasant staff, restaurant

Friendly staff.

The facility is old - needs renovation.

The rooms and service!

Nothing!

I am a very experienced traveller and have stayed in many high-end and truly luxurious hotels around the world over the years, so my expectations are based on extensive experience rather than unrealistic demands. The bed itself was excellent. The mattress was very comfortable, and the bedding and sheets were truly luxurious. The room was also nicely decorated, with beautiful wooden floors, which gave it a warm and high-quality feel. What truly stood out during our stay was the way the situation was handled by the hotel staff. After raising the issue, the reception team was exceptional. I dealt with two women at reception, both of whom were incredibly kind, empathetic and professional. Marta in particular was outstanding, and the manager also came personally to assist. They listened carefully, took full ownership of the problem and made a genuine effort to resolve it. We were upgraded by two room categories and offered complimentary breakfast, which was a very thoughtful and appreciated gesture. The upgraded room, located on the seventh floor, was much quieter and solved the noise issue, and the larger bed was appreciated. On our checkout day, the manager even came to find me personally to ask how our stay had been and whether everything was okay. That level of care, follow-up and genuine concern was unexpected and sincerely appreciated. The professionalism, warmth and compassion shown by the reception team and management were outstanding. Their service recovery was handled with a level of care and kindness that deserves real recognition.

The first night was unfortunately very disruptive. We were placed in room 105, which I would strongly recommend avoiding. It is located directly above the main hotel entrance and above the garage area. That evening, there was a Christmas party taking place at the hotel, and guests were outside drinking, smoking and being very loud. At one point, an ambulance even arrived after a guest fell. As expected, this made the street noise quite intense late into the night. Early the next morning, from around 6:30–7:00 am, we were woken up by extremely loud, continuous noise from laundry trolleys being moved in and out underneath the room. It genuinely sounded like a train and went on for quite some time, making proper rest impossible. This was particularly disappointing because I specifically needed a good night’s sleep. We had a full day of sightseeing and walking planned for the following day, and having the energy to enjoy it properly was important to me. Unfortunately, the lack of rest completely affected that day and made it much harder to enjoy what we had planned. Because of this, I was honestly at the point of wanting to check out and find another hotel the following morning. In the upgraded room, although it was much quieter, we experienced another comfort issue: the air felt very dry, heavy and poorly ventilated. Even with the heating turned off and the air conditioning set to cold, the air quality didn’t improve much. We often had to open the window just to be able to breathe comfortably, and both my partner and I noticed the same issue. Another point worth mentioning is the location. The hotel is quite far from the city centre. If you enjoy walking, as I do — I’m very active and used to walking long distances — this is still not a walkable location for sightseeing. You will need to rely on taxis, metro or buses to get around.