Pestana Collection Plaza Mayor

Incredible!!! I had done so much research for a great hotel in Madrid and The Pestana hit the mark! While it is located in the center of a very “tourist” plaza, it is safe, quiet, and centrally located to quite literally everything. It provides a great escape from the hustle and bustle of Madrid. The restaurant/cafe is beautiful and delicious. There are two pools (rooftop & gorgeous subterranean old world spa) and in general very elevated amenities. And the service was outstanding! Every single person we encountered was friendly, kind, and helpful. Loved loved loved our 3-night stay here!

What a delight to stay in the centre of the action of Plaza Mayor. The reception was so personal and friendly, we felt that this was our favourite stay. The room was quirky and cool. The food and restaurant service was exceptional. They organised our airport transfer for a no fuss exit. I will be raving to friends that this gem is the place to stay in Madrid.

I stayed at Hotel Plaza Mayor with my sister for four days, and while the location was convenient and the general ambiance was decent, I had a very disappointing experience that left a lasting negative impression. During our stay, I ordered room service. When the staff arrived with the food, I asked for the charge to be billed to the room — as is standard in most hotels. Instead of confirming or clarifying, the staff member insisted that I had “no credit” and took the food and drink back with him without so much as a discussion. I was shocked — I have never experienced a situation where a cooked meal was brought to a guest’s room and then taken away simply because of a billing miscommunication. My sister had to call reception to sort it out, and only then did they realize it was a mistake on their part. They did send the food back afterward, but by that time. I had already lost my appetite. I was especially uncomfortable with the idea of being served food that had already left my room — it raises hygiene concerns, and it felt disrespectful. What made it worse was that no one from the hotel personally apologized to me, not after the incident, not when the food was returned, and not even at check-out. I would expect more professionalism and courtesy from a hotel at this price point. Unfortunately, this incident really colored the entire experience. For the amount we paid, I expected better service and more respectful handling of guests.