Hesperia Madrid

We stayed in Madrid Hesperia 2 y ago and were delighted with that visit. We were treated as it was supposed to for Hyatt members. This time everything was not only mediocre, but some times really hostile. Check in process was long and tedious. Regency club does not accept Club Award, complementary breakfast declined. Why would this Hyatt have a different rules from a Hyatt program? Why is it normal or allowed? 2 y ago we were upgraded to the suite and given complementary BF. This time I was made feel like I was trying to steel something. Throughout the years, while staying at the same Hyatt properties in different countries, we were offered complementary breakfast just for being loyal and returning back to the same hotel. We declined room cleaning in order to preserve environment. Nevertheless, while nobody entered the room, I was told twice that I used minibar. We did not and took a photo. The night before a very early departure I was asking for a check out. I asked to break 20 eu bill to tip housekeepers. I was told that there was absolutely no money. Really? At the hotel? And it was somehow blamed for event , some 20 people reception cocktails party. Really ridiculous. I was insured that I was checked out and email would be sent. None. In the morning, before 6 am I asked again if we were all set. I was told that I again need to pay for already prepaid! Room and items from a minibar. This time I sign the payment, but never received the checkout papers in person or via email as well. Entrance to the hotel does not have suitcase path. Nobody offered to get suitcases up, probably 10 steps. When I mentioned to the morning clerk my checkout on the previous evening, he told me that nothing was done and he is not responsible for the actions of that person. This is not an experience that I expect with Hyatt loyalty for 20 plus years. This is an exceptionally bad experience. We stayed in a regular 4 stars hotels in Cordoba, Seville and Granada. The experience was excellent and we were treated as a very valued customers, although we never stayed in that hotels brands. You need to learn how to treat valued and loyal members. Otherwise, what is the point of our loyalty? I am very disappointed with our stay and will probably look into other hotel options while in Madrid.

Great stay, for 3 nigh. Rooms were very comfortable, clean and with a nice view to Paseo La Castellana. The manager of the hotel Ignacio Gutierrez was a fantastic host, taking care of several details of the hotel, and really involved on the day to day of the hotel. The Regency Club is perfect, Ana, who was serving the food was awesome, nice and very focused to making our stay just great. Nice options of food at dinner and breakfast. Location of the Hotel, in Paseo La Castellana is great, with buses and metro less than 2 minutes walk. Loved our stay and hope to be back in the near future.

Lovely breakfast buffet, quiet, very clean, large room, gracious staff — right on the blue (#1) metro line. Not the most exciting or picturesque part of town but was fine for my purposes. Also close to the Nuevo Ministeros train station, which has a direct train line to the airport

Nice clean room clean comfortable bed, promlem is its over a car park and it not just noisy it horrendously nosey. Cars. Banging all night Long over a barrier with such a thud ot wake you up all night long!

Good Location, We had nice stay in Hyatt Regency Hesperia. We have to upgrade the room at an additional cost. Nice rooms, front desk was good. Special mention to Carlo who smilingly greeted us and helped us with our luggage. Cons: Water was not replaced on day 2, Tea coffee also not replaced. They charge additional cost if more coffee pods are asked.