The hotel has a great location in the heart of Madrid, close to everything. The rooms are clean, modern, and very comfortable. Breakfast was excellent and the staff were generally friendly. However, we faced an issue at check-in. We had booked a room for two adults (my wife and I) but didn’t mention that our 8-year-old daughter would be with us. The hotel was very strict about the number of guests and did not allow her to stay in the same room, even after explaining the situation. We had to book an extra room and pay a high additional cost, which significantly increased our total expenses. It would’ve been appreciated if the hotel had shown a bit more flexibility, especially with children.

The hotel was very strict with the number of guests listed in the reservation. Although our 8-year-old daughter was with us, they did not allow her to stay in the same room and required us to book an additional room, which made our stay significantly more expensive. We were hoping for more flexibility, especially since she is a young child.

The location was perfect, and the hotel was very clean. What truly made our stay special was the front desk manager, Carlota. She was absolutely fantastic—friendly, professional, and genuinely caring. Although we had a small issue with the rooms initially, Carlota did everything she could to resolve it and ensure my family and I were happy. Despite being new and she just joined the hotel, she handled the situation with such grace and kindness that I honestly felt touched by her efforts. Her warm approach left a lasting impression. Thank you, Carlota

Rating: 5/5 I had a fantastic stay at NH Collection Madrid Gran Vía! The hotel’s prime location on the iconic Gran Vía puts you right in the heart of Madrid, with easy access to shopping, restaurants, and major attractions. The hotel itself is modern, stylish, and immaculately clean. The rooms are spacious, comfortable, and well-equipped with high-quality amenities. The staff were incredibly welcoming and helpful, always going the extra mile to ensure a pleasant stay. Overall, it’s an exceptional choice for anyone visiting Madrid, offering both luxury and convenience. Highly recommended!

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The staff support, politeness and cooperation is outstanding . Additionally the room cleanliness along with the replenishment of items be it at bathroom, coffee section is maintained. The location is superb 👌🏻. I have to say that am a regular customer for NH collection chain and specially in Frankfurt .. this NH collection branch exceeds by far the standards compared to frankfurt ( which is completely deteriorated and getting miserable by years!!) I recommend it becomes the example to follow from staff to support to cleaning to everything !

Well the cleaning sound I can hear clearly ( maybe because of the wall materials ) so I suggest they don't clean rooms attached to a room which is flagged as don't disturb ( nearby or above ). I also found difficulty using the mirror for makeup . The one in the room is dark shade while the one in bathroom one is high and nor very flexible to pull down while the main mirror is under the spot lights and somehow it doesn't allow for proper focus ...

Great professional and friendly staff. From Alvaro at the front desk on the first floor to Bianca and Elsa at the reception area on the 8th floor. Such nice welcoming people and the General Manager would always ask “how is your stay, what can we do to make it better because we are always trying to improve our guests’ experience.” I saw him ask many customers and you could tell he was so genuine. He and his Team are such a great reflection of the service you expect at NH Collection and they are such great representatives of the NH Collection. I will stay here again and thank you to the wonderful staff!!! Made my stay so enjoyable.

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Juan at Picalagartos Sky Bar & Restaurant was very kind and caring, and the staff overall were amazing. Everyone, from reception to housekeeping, was warm and welcoming. I also appreciated that my bed was perfectly ironed—it's always a pleasure to come back to my room because of how comfortable and tidy it is. The place is in the best area on Gran Via, and I’ll definitely be returning.

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I had a wonderful stay at the hotel. Location was perfect where everything was in walking distance, and the staff were incredibly friendly and very helpful when ever we needed any assistance. The facilities were top-notch, providing everything needed for a comfortable stay. The breakfast was delicious too with the a la carte menu. Overall, I thoroughly enjoyed my time here and would highly recommend it.

Although breakfast was great, the service was occasionally a little bit slower than I would have liked.

Excellent location . Unbeatable . Wonderful new rooms . Lovely linen , and bathroom. Shower works well . Recommend roof top bar for sundowners . Well managed property . Will return. .

Limited whisky / spirits in general ( Johnny walkers only ) at roof top. .no Irish / Scottish brands . Same as hotel bar . I guess sponsorship from Johnny Walker . Not a train smash. Will return

the location is perfect. all the stuff are great. nice people and give you the best service. you can ask everything, and the stuff will try to help you. the room is clean, shower is good, clean towels every day. good shading. nice resturant at 8th floor.

the lift is small and slow, if the 2 lifts are warking it is better. the light in the room too weak.

Location is perfect in the heart of downtown with walking distance to everything. Metro station a few steps was also handy. We did not buy breakfast because it was too much for what we need. The people were extremely friendly and professional as well as super accessible, and that includes desk and housekeeping. We arrived by train at Atocha, and it was a 10-minutes taxi ride. If it wasn't for the size of luggage, we could have used public transportation.

I liked everything. I would change nothing..