Canopy by Hilton Madrid Castellana

"I am writing to formally express my deep dissatisfaction and concern regarding a distressing experience I had during my recent stay at your hotel. I was in town for a short business trip and checked in around 11:30 PM. Upon entering the lift, I encountered a male guest who appeared to be intoxicated. Without provocation, he directed an extremely abusive and disrespectful comment toward me before exiting the lift. I was shocked and frightened, especially since he had seen my room number on the key card I was holding.\n\nOut of fear for my safety, I immediately returned to the lobby to report the incident. Unfortunately, I was met with a completely unhelpful and dismissive response from the staff member on duty, named Maximo. He appeared poorly trained and indifferent to the severity of what had just occurred. I was told there were no cameras inside the lift and, astonishingly, that he could not access the lobby cameras either. When I suggested contacting the police, his response was dismissive and inappropriate, claiming that “things get stolen from the lobby all the time and the police never do anything.”\n\nAt no point did Maximo offer any help, reassurance, or even basic empathy. He did not provide any solution or escalate the issue to a manager — instead, he simply told me the manager was unavailable. Feeling completely unsafe and unsupported, I had no choice but to leave the hotel room immediately, fearing for my personal safety.\n\nAs someone from London, where CCTV is standard in public and private spaces, I was appalled by the lack of security and the complete absence of protocol for handling harassment or abuse. That a guest can be verbally assaulted with no recourse or action from hotel staff is unacceptable.\n\nIf you are considering staying at this hotel, I urge you to think twice. Their disregard for guest safety, lack of accountability, and dismissive attitude towards serious complaints make this a deeply unsafe and unwelcoming environment — especially for solo travelers.\n\nThis experience was not only disappointing but also frightening, and I sincerely hope the hotel’s management takes immediate steps to improve its staff training, safety protocols, and guest support systems."

"Service was spectacular. Dani the welcome and security guy was amazing. We flew in on an overnight flight and were able to shower and change in their lobby transfer room. We hung out at the pool while the rooms were getting ready. Clean rooms, real espresso in room, great bar. It’s a short taxi ride, or walk to train around corner. Recommend this hotel for families."

"The room was clean, modern, and sleekly designed with the exception of placing the toilet near the front door making everyone walk in and passing the toilet with no ventilation. I appreciated the water bottle, glasses and filtered water filling station. The water in the shower teetered from hot to cold and the water drained slowly pooling up a bit.\nLuckily breakfast was included due to my HGV Gold status, otherwise I would not have wasted 25Euros per person on dried out mediocre food.\nThe service was not great. Spaniards in general do not speak English, but you would think that the Hilton brand would test for Fluency since English is a common universal language. Also, my key card stopped working a couple different times and instead of apologizing that I needed to come down to get it re-keyed, the front desk was visibly and verbally annoyed. The keys were no where near my phone or wallet and I wasn't rude so I'm not sure why I needed to deal with a bad attitude when I was inconvenienced, not them. I think it was the difficulty with language communication that made the front desk seem negative.\nThe location is very nice, but walking distance to more downtown activities and restaurants was a minimum of 45 minutes. I wouldn't have minded if the rooms were quiet, but the paper thin walls and echoing hallway let me hear all conversations and arguments around my corner room. I'm so glad I wasn't in the center of the hallway."