JW Marriott Hotel Madrid
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Fast facts
Check in from: | 15:00 |
|---|---|
Check out before: | 12:00 |
Pets | Pets allowed with an extra charge |
Amenities
Wi-Fi
Parking
Air conditioning
Fitness centre
Spa
Front desk 24 hour
More about JW Marriott Hotel Madrid
JW Marriott Hotel Madrid
This good-value hotel is situated 200 metres from the famous Puerta del Sol, in the cultural and commercial centre of Madrid. Rooms at JW Marriott Hotel Madrid are simple and classic in style.
Reviews from 
Family traveller
Comment: 2 Aug 2026
Stayed in: Aug 2026
Shopping and relaxation
Weekend of shopping in the area, beautiful room with luxury views, the pillows and sheets very comfortable, everything very clean and the staff very friendly, the recommendations from the Concierge Nacho were very accurate, he knows very well how to capture your tastes. The breakfast very complete and the staff very attentive. Thanks for everything. I will return without a doubt.
Couple
Comment: 18 Aug 2026
Stayed in: May 2026
Thank you Noah!
This was our second time staying at the JW Marriott, Madrid.
Noah was assisting us at the Reception Desk.
We shared we we were back here to celebrate our Anniversary. That evening when we returned, we found a gift with decorations in the room. What an unexpected surprise by Noah and his team. It is this kindness that leaves a lasting memory. Thank you Noah.
Noah was assisting us at the Reception Desk.
We shared we we were back here to celebrate our Anniversary. That evening when we returned, we found a gift with decorations in the room. What an unexpected surprise by Noah and his team. It is this kindness that leaves a lasting memory. Thank you Noah.
Family traveller
Comment: 14 Aug 2026
Stayed in: Aug 2026
i would pay only half the price for this hotel
the hotel facilities are very poor, the spa entry costs 85 euros for sauna and jacouzi , the A C system is horrible and rooms feel like saunas, the response to complains is absolutely horrific, except the location i wouldnt give it more than 4 stars hotel which doesnt stand with the price paid.
breakfast is very good.
breakfast is very good.
Hotel response
Comment: 17 Aug 2026
Thank you for taking the time to share your feedback. We’re sorry to hear that several aspects of your stay, did not meet your expectations. Your concerns are important, and we appreciate you highlighting these areas. We're glad to hear that you enjoyed the breakfast and found the location convenient. Your input is invaluable, and we’ll use it to continuously strive to improve the guest experience.
Solo traveller
US
Comment: 1 Aug 2026
Stayed in: May 2026
JW stonewalls consumer complaints
I was disappointed in this property for a number of reasons. Let me start with a few strengths – the shower pressure was phenomenal, and probably the best hotel shower I have ever had. The towels and robes were fluffy and thick. Among the toiletries provided were mouthwash and Q-tips which are too rarely supplied at hotels. I had a junior suite terrace room which was quite spacious. The room was pristinely clean and the housekeeping was consistent. They provided lots of bottled water. The lobby was lovely.
The positives stop there. The shower floor was not angled properly toward the drain, and the shower lip was insufficient to prevent flooding. I needed to use a bath towel on the floor to catch the excess water or the entire bathroom floor would be soaked. I was in the lobby my last evening enjoying a drink and a snack and there was an enormous ruckus coming from the restaurant – loud, repeated cheering and screaming (perhaps for a sports game or a celebration); the staff did nothing and seem unconcerned. Their only response was to turn up the volume on the lobby music.
Aside from the issue with the shower flooding, the room itself had several annoying design flaws, that indicated the design team was oblivious to guest experience. First, despite the fact that there were three sets of lighting controls, all the lights in both rooms worked synchronously, regardless of which switch was used. That is, it was impossible to turn the lights off in one room and keep them on in the other. The relation between the side lamps and the overhead lights was also erratic. I was traveling solo, but if traveling with someone else, this would be particularly annoying. I mentioned this a number of times to different staff, not believing the controls were set up properly, and they assured me this was how the controls were supposed to work. Other design features that were not user-friendly: there was only one full length mirror in the room, inside the cabinet in the bedroom area. The mirror was hung on the side of the cabinet such that it was only accessible by backing up toward the nightstand in the narrow area between bed and wall. The mirror could have and should have been on the other side of the cabinet, so that one could stand in the room to use it. The placement seemed designed for hotel convenience (I’m guessing they just ordered a bunch of identical cabinets for all the rooms, not thinking of specific room layouts) not for guest experience. And the room itself was rather dull and colorless. While they were going for ‘quiet luxury’ or chic beige, they ended up closer to drab brown.
Two especially egregious additional incidents made my stay unpleasant. The A/C in my room stopped working for a full day. It turned out that a unit on the floor had been turned off (so they told me, claiming this had ‘never happened before’). They fixed it but seemed generally unconcerned, responding with a shrug and an ‘oops, sorry’. And, most disagreeably, despite the fact that all the pictures of this category of room on the website indicate that there are comfortable loungers on the terraces, my room came only with a dingy and uncomfortable chair. I had booked this room, and this hotel, specifically to enjoy the outdoor space for reading in the mornings and evenings and the chair provided was madly uncomfortable. Staff refused repeatedly to provide a lounger chair. While I used points for my stay, I paid a steep cash upgrade for the room, and was deprived of use of the feature (the terrace) I cared most about and for which I paid. For those of you who care about the terrace, avoid Room 604 and insist on a better room if it is assigned to you. The room was definitely not worth a paid upgrade (although might be nice as a free status upgrade).
I believe in booking the room I’d be happy with, and this leads me to be especially prudent with how I book point stays. In choosing to stay at the JW, I also considered the Edition (for its public outdoor space and pool), the Palace (newly renovated, in a quieter area, and close to the Prado), and El Autor (newly opened, brightly decorated rooms, and also closer to the museums). I chose the JW specifically for the opportunity to pay the cash upgrade for a room with a terrace. This turned out to be a waste of money and points as the terrace was unusable. The room was 'within its category' in the sense of having a terrace, but the furniture did not match the promised description and the expectations set by the hotel's own posted images of the room category. An e-mail disclaimer about room descriptions being approximations in no way obviates the hotel’s legal obligation to meet consumer expectations, which they did not.
The hotel has stonewalled my direct complaints and Marriott has not adequately addressed the deficiencies of my stay.
The positives stop there. The shower floor was not angled properly toward the drain, and the shower lip was insufficient to prevent flooding. I needed to use a bath towel on the floor to catch the excess water or the entire bathroom floor would be soaked. I was in the lobby my last evening enjoying a drink and a snack and there was an enormous ruckus coming from the restaurant – loud, repeated cheering and screaming (perhaps for a sports game or a celebration); the staff did nothing and seem unconcerned. Their only response was to turn up the volume on the lobby music.
Aside from the issue with the shower flooding, the room itself had several annoying design flaws, that indicated the design team was oblivious to guest experience. First, despite the fact that there were three sets of lighting controls, all the lights in both rooms worked synchronously, regardless of which switch was used. That is, it was impossible to turn the lights off in one room and keep them on in the other. The relation between the side lamps and the overhead lights was also erratic. I was traveling solo, but if traveling with someone else, this would be particularly annoying. I mentioned this a number of times to different staff, not believing the controls were set up properly, and they assured me this was how the controls were supposed to work. Other design features that were not user-friendly: there was only one full length mirror in the room, inside the cabinet in the bedroom area. The mirror was hung on the side of the cabinet such that it was only accessible by backing up toward the nightstand in the narrow area between bed and wall. The mirror could have and should have been on the other side of the cabinet, so that one could stand in the room to use it. The placement seemed designed for hotel convenience (I’m guessing they just ordered a bunch of identical cabinets for all the rooms, not thinking of specific room layouts) not for guest experience. And the room itself was rather dull and colorless. While they were going for ‘quiet luxury’ or chic beige, they ended up closer to drab brown.
Two especially egregious additional incidents made my stay unpleasant. The A/C in my room stopped working for a full day. It turned out that a unit on the floor had been turned off (so they told me, claiming this had ‘never happened before’). They fixed it but seemed generally unconcerned, responding with a shrug and an ‘oops, sorry’. And, most disagreeably, despite the fact that all the pictures of this category of room on the website indicate that there are comfortable loungers on the terraces, my room came only with a dingy and uncomfortable chair. I had booked this room, and this hotel, specifically to enjoy the outdoor space for reading in the mornings and evenings and the chair provided was madly uncomfortable. Staff refused repeatedly to provide a lounger chair. While I used points for my stay, I paid a steep cash upgrade for the room, and was deprived of use of the feature (the terrace) I cared most about and for which I paid. For those of you who care about the terrace, avoid Room 604 and insist on a better room if it is assigned to you. The room was definitely not worth a paid upgrade (although might be nice as a free status upgrade).
I believe in booking the room I’d be happy with, and this leads me to be especially prudent with how I book point stays. In choosing to stay at the JW, I also considered the Edition (for its public outdoor space and pool), the Palace (newly renovated, in a quieter area, and close to the Prado), and El Autor (newly opened, brightly decorated rooms, and also closer to the museums). I chose the JW specifically for the opportunity to pay the cash upgrade for a room with a terrace. This turned out to be a waste of money and points as the terrace was unusable. The room was 'within its category' in the sense of having a terrace, but the furniture did not match the promised description and the expectations set by the hotel's own posted images of the room category. An e-mail disclaimer about room descriptions being approximations in no way obviates the hotel’s legal obligation to meet consumer expectations, which they did not.
The hotel has stonewalled my direct complaints and Marriott has not adequately addressed the deficiencies of my stay.
Hotel response
Comment: 5 Aug 2026
Thank you for taking the time to share such a detailed review of your recent stay with us. While we are pleased to read that you appreciated aspects such as the exceptional shower pressure, the cleanliness of your suite, the quality of our housekeeping, the amenities provided, and the comfort of our linens, we are genuinely sorry that your overall experience did not meet your expectations.
We sincerely apologize for the inconveniences you encountered during your stay. The issues you describe regarding the shower drainage, the air conditioning, and the terrace furniture are certainly not the experience we strive to provide. We also regret that the atmosphere in our public areas during your final evening affected your enjoyment and that our response did not meet the level of attentiveness you expected.
We understand your frustration regarding the terrace. We recognize that you selected this room specifically to enjoy the outdoor space, and we are sorry that the furniture provided did not align with the expectations created by the room images. Your comments have been shared with the relevant departments, as feedback like yours is invaluable in helping us review both our product presentation and the guest experience we deliver.
Regarding the room design and lighting configuration, we appreciate your detailed observations. While some of these features are part of the original room design, we understand that functionality is just as important as aesthetics, and your comments will be taken into consideration as we continue to evaluate opportunities for improvement.
We truly appreciate you choosing JW Marriott Madrid and hope that, despite this disappointing experience, you might consider giving us another opportunity in the future to provide the level of service and comfort that we are committed to delivering.
Best regards,
We sincerely apologize for the inconveniences you encountered during your stay. The issues you describe regarding the shower drainage, the air conditioning, and the terrace furniture are certainly not the experience we strive to provide. We also regret that the atmosphere in our public areas during your final evening affected your enjoyment and that our response did not meet the level of attentiveness you expected.
We understand your frustration regarding the terrace. We recognize that you selected this room specifically to enjoy the outdoor space, and we are sorry that the furniture provided did not align with the expectations created by the room images. Your comments have been shared with the relevant departments, as feedback like yours is invaluable in helping us review both our product presentation and the guest experience we deliver.
Regarding the room design and lighting configuration, we appreciate your detailed observations. While some of these features are part of the original room design, we understand that functionality is just as important as aesthetics, and your comments will be taken into consideration as we continue to evaluate opportunities for improvement.
We truly appreciate you choosing JW Marriott Madrid and hope that, despite this disappointing experience, you might consider giving us another opportunity in the future to provide the level of service and comfort that we are committed to delivering.
Best regards,
Couple
Comment: 30 Jul 2026
Stayed in: Jun 2026
Beautiful views, movie-like balcony.
Beautiful room, excellent location, the staff is so friendly that they make you feel welcome, they support you from check-in. Highly recommended for enjoying the downtown area in quality facilities
Excellent location
C. de Sevilla, 2, Centro, Madrid, 28014, Spain|0.03 km from city centre
Check in and check out
Check in from:
15:00
Check out before:
12:00
Good to know
Pets allowed with an extra charge
Please note that under Royal Decree 933/2021, effective February 1, 2025, hotels in Spain may request certain personal information at check-in, including but not limited to identification, address, email, and phone number for guests 14 and older, as well as proof of relationship with minors under 14.
Please contact the hotel for details about adding extra beds.
JW Marriott Hotel Madrid: FAQs
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