Hyatt Centric Gran Via Madrid

We stayed here for 4 days. For a 5 star hotel, and given how expensive it is, it definitely doesn’t feel like one. You’re never greeted or treated like a guest. This was our least favourite hotel during our 2 week trip to Spain. The rooms are just okay. We also had odd little experiences throughout our stay. The cleaner broke off the shower door handle but didn’t bother to get it fixed. You couldn’t close the shower door. We had to ask the receptionist in the lobby to send a technician. We went down to the lobby bar for a drink and most tables were dirty, and empty. There was no server to be found anywhere so after waiting 15 min we left to get a drink at a different hotel nearby. We got home and saw that the hotel also double charged our credit card. We had to work with the credit card company to get this fixed. Not a good experience at this hotel.

I stayed at the Hyatt Centric Madrid Gran Via for 4 nights during the NYE/NYD week with my family. Overall, the hotel is a great option for those wishing something located in the heart of Madrid and great service and atmosphere. Beginning with the pros: all the staff were wonderful. Everyone greeted us warmly and helped us out whenever they could with whatever we needed. We needed a taxi to get to a restaurant for New Year’s Eve and we reserved one in advance but unfortunately the taxi services were overloaded or something. The staff went out of their way to order us taxis through their own personal ride sharing app so that we could get their on time. The breakfast is also wonderful with lots of variety and options for everyone. Everything is very fresh and the staff at the restaurant were wonderful as well accommodating to our requests. A member of group is a wheelchair user and they accommodated the tables so that she could sit at the table with us. The rooms were also spacious and were nicely decorated. We liked the nespresso pods for some espresso in the morning. The rooftop bar is also nice. The GM of the hotel also personally introduced himself during NYE and said if we needed anything to not hesitate to ask. That was a nice touch. Cons: the main entrance into the building is not accessible for wheelchair or those with reduced mobility. We understand the building is historic but it would’ve been nice to share the same entrance as everyone else. They do have a separate entrance that is accessible so not that big of a con. The other major con we had with the hotel was bathroom accessibility. The shower in particular had no bench for those with reduced mobility. We had requested a bench and they gave us a beach chair looking thing that hooked onto one of the grab bars in the shower. From the beginning, we noticed the chair did not feel stable and felt very flimsy to which we alerted the staff to. Instead of switching out the chair or replacing it with a bench, they just attempted to fix it with a piece of wood so that it wouldn’t “shake”. The chair still felt flimsy and a couple of days later, the chair actually broke in half and split. This caused the wheelchair user in our party to fall to the ground. Thankfully she was ok, but that was a serious issue. It’s disappointing that our concerns were not taken seriously when we made the staff aware. We understand European regulations for accessibility are possibly different, but the hotel should really take a look at ADA rules and regulations for hotels so that something like this does not happen again. I know this probably does not affect most people, but I think it’s important for others to know if you’re traveling with someone with reduced mobility that your concerns may not be taken so seriously here when it comes to things like that. Other than that, the hotel really is a wonderful option and we would still recommend despite our issues. Hopefully, changes will be made in the future so that all may enjoy a stay here.