Hotel Urban a Small Luxury Hotel of the World

"Excellent hotel in the heart of Madrid. I’ve stayed at several Hilton properties in Spain, and this one is remarkable. Service is exceptional and the design of the hotel is very sleek. We were treated very well. The hotel has many nice touches such as flat irons in the rooms, steam irons, robes, slippers, stocked mini fridge, etc. The breakfast was superb and the fresh squeezed juice blends were delicious. Beds are extremely comfortable. The pool is small, but very nice on a hot summer day. Patricia and Brian at the check-in desk helped us resolve a billing issue with absolute grace and kindness. We will definitely return."

"This hotel is beautiful, and the reception staff is incredibly friendly and helpful. However, a number of things negatively impacted our stay, and for those reasons, I did not enjoy my stay here, and would not recommend it to others, unless some policy changes are made.\n\nFirst of all one of the reasons that we selected this hotel is because of the beautiful rooftop pool and terrace. However, a number of policies made it very difficult for us to utilize these spaces. For example, the pool is only open from 11 AM to 8 PM – the prime hours for working or exploring the city. This means we were unable to take a dip before starting our day, or upon returning from dinner and whatever else we had going on that day.\n\nThe terrace area is attached to the bar, and as such it has very strict rules around its use that prohibited us from making use of it. For example, we pulled out a small board game and we were told that games were not allowed. We came to this area after coming from the pool area (they are right next to each other) and we were told that we cannot wear towels in this area. Then we were very angrily told off for lightly putting our feet on the outdoor ottoman beside the couch--we could only put feet on the small table next to the ottoman, not the ottoman itself. One to two bar staff stood silently not 15 feet from us the entire time we were there, which also made us feel uncomfortable. We were extremely polite, quiet, and respectful to other patrons during our time, but we felt so micro-managed that we quickly finished our drinks and felt confined to our room the rest of our stay, which felt like the only place we could quietly play a game, have some privacy, and relax (without paying for a $20 cocktail).\n\nWe've told several future travellers about this negative experience and advised them not to stay at this hotel for those reasons. Alot of potential and a beautiful space, but very constrained and stressful atmosphere."

"This hotel is one of the best I have ever stayed at. I travelled for business but had to extend my stay due to health reasons. The staff was incredibly helpful and kind.\n\nThe rooms are very comfortable and kept clean to the highest standards.\n\nThe art on display makes the hotel something special. And the breakfast is amazing.\n\nThank you Hotel Urban for a lovely stay, your excellent service and kind attitude. Definitely staying here again."