The room was average to pretty good—comfortable enough but not exceptional. The bathroom stood out as very nice, adding a touch of luxury to the stay. The breakfast offered a good variety, which I appreciated, and the airport shuttle service was very convenient and efficient, making transportation hassle-free

I was disappointed with the check-in experience. Upon arrival, the receptionist didn’t acknowledge me right away. I had to wait for their attention, and when they finally responded, it felt indifferent, as if I was just a random passerby, despite my appearance clearly indicating I was checking in. A more welcoming and attentive approach would have made a big difference. While my stay was pleasant overall, I think there’s room for improvement in customer service

room, breakfast

I noted down when I made the reservations that I was interested in the free airport shuttle to get to the hotel, but I never heard anything back about it. When we arrived at the airport, I tried calling the number posted for the Hilton at the hotel shuttle pick up site, but it didn't work. We ended up taking a cab to the hotel. We used the hotel shuttle to get back to the airport the day we departed without any problems as the front desk was able to provide us the information when we arrived.

5 mins drive to the airport, hotel has a free shuttle every 30 mins from 5am. The room size is good. The lounge and lift looks modern and fine. There is a big shopping mall with many restaurants opposite the high way. You can walk 20 mins there.

The bathroom design is not user friendly, glass wash basin looks funny and hard to place anything on it. Glass sliding doors of my room is broken, so we can’t close the door. The shower room is 1 meter square which is too tiny for shower. And the careless housekeeper mistakenly put 2 bottles of shower gel instead of 1 shower gel 1 shampoo in the shower room…then I found 2 bottles of shampoo hanging on the wall of the bath tub…and there’s a hand ban left on the faucet from previous guest…

Very comfortable all round, including shuttle. Fabulous sheets and bed. Spacious room. Excellent breakfast.

Didn't respond to communication requests on booking.com including late shuttle request, so arriving at midnight we had no idea whether we'd get picked up. However luckily we were picked up anyway, but we don't know if that was just because someone else on the bus was an Honors member. Frosty reception when checking in however we got an unusually unwelcoming member of staff, the others were great.

Overall good, although the lights did not work in the area with the toilet. The breakfast was good with lots of variety and the dinner restaurant was good. Bed was comfortable.

15 minutes after I got in my room another couple with my same room key opened the door and I had to say that the room was already taken. Luckily I was not showering or undressed and was upset that I had this happen. I left my room to meet my daughter and when I returned my key card no longer worked probably due to them giving another room key out they reset my key card and had to go to the front desk to get my card to work again and barely got a sorry for the incident. Totally unprofessional !

Room was great

The free minibus transport stopped at 00:45... our flight was delayed and landed 00:50 (was meant to be 23:00h). We made it to the bus stop 01:15. The Hotel was aware of a need for transport from airport to the Hotel - as we had e-mailed directly when booking - and they pointed to the mini-bus but also said not to worry as there would still be an arrangement in place in case of delay. In the end we had to get a taxi at own cost (€25) which made a pressured night a little less relaxing than it could have been.

There was a slight issue of the airport transfer. What was explicitly written on their signage vs what was advertised online as part of their actual policies state are contradictory. Sign at the hotel says airport transfer every 30 mins but online policy says it has to be upon request first. And apparently, what is online is what they’re following. Neither the upon check in nor checkout were we told about this airport transfer policy online that they’re following. Worst of all a single reception lady didn’t even apologise to us when she was saying this new information to us. We didn’t feel any sympathy from her. Good thing everything was awesome and everyone else was accommodating. Hoping that lone lady is just the exception amongst the excellent staff that we’ve encountered.

Kind Staff, and nice rooms though there are no bathroom amenities (toothpaste, etc). Lifts can be an issue, some broke down during the stay. Nice gym though pool and sauna hours are restricted, so I didn't get to use these facilities for most of the stay. Breakfast was good though packed full of people, a little cluttered. Generally a nice stay.

No bathroom amenities, and restricted pool and sauna opening times. Maybe because they need a person to man them? Lifts were erratic and broke down. Price is a little high for what one gets in return.

Most of the negativity is because it's an airport based hotel. Not the best area. Not much to do. Far from the center. But again, it is an airport hotel. If I were to have a long layover or canceled, this is definitely the hotel I would stay in.

I didn't like the location. Staff was good, but sometimes the front desk was too busy. You shouldn't have to wait 10-15 minutes when tier are so many people behind the desk.

Excellent room, spacious, super comfortable and luxurious. My mom, brother and I were able to fully rest after very hectic days in Europe the previous days, with no disruptions at all.

Even though is called "Hilton Madrid Airport", it is not so close to the airport. You still need a car or shuttle. Nothing wrong about it, but something to have in mind for planning. Also, and a very silly thing, but the water bottle had a metal cap that we were completely unable to open, haha. We arrived at midnight so it seemed pointless to call someone from reception for that purpose, but yeah, we went to bed a little thirsty :P