Eurostars Madrid Tower

"Ery comfortable experience, knowledgeable and helpful staff. Rooms are superior, really clean and provide dimming options. Air conditioning is weak but sufficient over long periods of time, bed - you're not waking up. Blackout blinds, some spills in the shower due to the pressure jets, but can be easily mediated. Wonderful functionality and really clean coffee machine, free water and a great value on top."

"The staff at this hotel were really kind and made our stay special! They went out of their way to accommodate us for various needs including providing a lovely birthday surprise for my boyfriend. The breakfast was tasty and views from the room and restaurant really amazing. We had a great stay and would return. Thank you to all of the team that work there ☺️🩷"

"DO NOT TRUST THIS HOTEL WITH YOUR SAFETY OR YOUR MONEY. Eurostars Madrid Tower is actively exploiting international tourists during a government-declared natural disaster, refusing basic accommodation for a severe medical and environmental emergency, and lying to cover their tracks.We booked a 7-day stay here, but a cascade of severe crises outside our control prevented our arrival: our flights were severely delayed, the airline completely lost our essential luggage at the destination, and the overwhelming stress triggered a severe medical emergency on board, causing a major anxiety attack and respiratory distress. Furthermore, Madrid is currently under a government-declared National Emergency due to severe wildfires. The authorities have explicitly ordered people to stay indoors and limit outside activities due to hazardous, toxic air quality. Because my prescribed anxiety medication slows my respiratory system, traveling into an active wildfire smoke zone is a documented, direct threat to my life.Despite providing official medical documentation, flight cancellation notices, and proof of the natural disaster, Eurostars Madrid Tower has shown zero humanity or professional ethics:Complete Lack of Compromise: We acted in good faith and offered a compromise to pay for the first day we missed due to transit delays if they would refund the rest. They flatly denied it.Refusal to Correct a No-Show Status: We asked them to simply cancel the reservation in their system so it would not be wrongfully penalized as a "No-Show" since we were actively communicating. They denied this basic bureaucratic adjustment.Lying and Deception by Front Desk Staff: When we called, front desk agents (who identified themselves as Ilba and Jasmine, though later representatives gave conflicting names and completely false information) lied directly to us. They claimed they were the "reservations team" to prevent us from transferring. When caught in the lie, they admitted they weren’t, flatly refused to provide their legal department's contact information, and hung up the phone on a guest experiencing a medical emergency.Ghosting and Ignoring Communication: They told us the corporate reservations team would review our documents via email. The team replied exactly once with a generic refusal. When I replied back with my official medical paperwork and detailed the misconduct of the front desk, they completely ghosted me and stopped replying altogether.They are intentionally forcing a 7-day non-refundable charge to stay open on a room they know is physically impossible and life-threatening for a guest to occupy. They are taking complete advantage of overseas tourists because they know you are thousands of miles away and cannot defend yourself in person.This hotel does not care about human life, basic safety, or corporate ethics. If you experience an airline failure, a medical crisis, or a natural disaster, they will steal your money, lie to your face, and hang up on you. Safe travelers, stay far away."