Ac Hotel Avenida De America

Recent Reviews: 650

• User:Reservarlden

  Trip type: Solo travel

  Awful

  24 May 2026

  Terrible experience at this hotel. Luckily the hotel gains two stars simply because of the location being very good for public transport and access to the airport, there is also a nice cafe with long opening hours very close by and a similarly long hour Lidl. Sadly I was allocated room 612 which is in the very far top corner of the building. Despite this the cleaning daily was excellent in this room and 5/5 to the housekeeping staff. From the first night of four I discovered that the advertised high speed internet was far from high speed and was super slow and frequently cut out completely. It was only during the fourth day that I realised that it was probably the positioning of the room in the building that caused this as on the fourth day I used my phone and accessed very fast Wi-Fi in the corridors of the sixth floor. When mentioning this to the staff they offered a change of room however with only one night to go I didnt want to risk another dud room and having to waste time on switching rooms. I asked if there could be some sort of compensation for the 1990s style dial up service I had been experiencing. Despite spending several hundred euro on the accommodation I was offered a pitiful 2000 Bonvoy points (worth around 12 euro) for my experience with their poorly facilitated Wi-Fi. This was an insult and the front desk would not hear of any further interactions about the matter as they consider the matter “closed”. Well it likely is closed as is any future business I’ll be putting in the direction of Marriott Bonvoy. 2000 points was just a condescending joke when the service paid for was not received. Don’t bother with this venue and don’t be taken in by the location. ACHotel Avenida de America, Guest Services / Front Office at Ac Hotel Avenida De America, responded to this review Dear Reservarlden,Thank you very much for taking the time to provide us with your feedback on your stay with us.Customer satisfaction is our priority, so we are very sorry that we did not meet your expectations.From the moment we learned that you were having Wi-Fi issues in your room, we took the necessary steps to resolve the problem, starting by offering you a room change to immediately fix the connection issue. Upon your departure, The Front desk manager personally reached out to you to learn more about the issue and work with our Wi-Fi provider to resolve it as soon as possible. We are very sorry for the inconvenience caused and greatly appreciate your comments, as guest feedback is often the best way for us to identify issues in the rooms.We hope you’ll give us another chance on your next trip to Madrid, as we understand that your stay was otherwise pleasant.Best Regards

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• User:Ilan M

  Trip type: Couples

  Wouldn't stay here again -- housekeeping lost medication

  23 Jan 2026

  Stayed here for a week and unfortunately had a very stressful experience. A prescription medication went missing from my room after housekeeping, which required me to navigate finding a doctor abroad in order to obtain a replacement prescription. This took a significant amount of time and effort while traveling.The staff did not find the medication, and I received little assistance in arranging medical care or follow-up. Given the circumstances, I would have expected the hotel to take more responsibility in helping me address the situation and arrange access to a doctor, especially considering that the medication went missing during routine room cleaning.I understand that accidents can happen, but the way this situation was handled — given the medical implications — fell well below what I would expect from a Marriott property. ACHotel Avenida de America, Atención al cliente/recepción at Ac Hotel Avenida De America, responded to this review Dear 463ilanm. First of all, thank you for contact us again about the situation happened. We were concerned from the moment we heard about the incident. We helped you look for the medicine in the room, and when you told us that you had already spoken to the doctor to get the prescription, we were relieved, because your health is our top priority. We are sorry about what happened. This is the first time something like this has happened to us, and the person who cleaned the room that day has been working with us for many years, is one of our housekeeping managers and is fully aware of the protocols for handling guests' belongings.Thank you very much and Best Regards

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• User:Catherine D

  Trip type: Couples

  Very Unimpressed

  14 Jan 2026

  My husband and I recently spent five nights staying at this hotel in Madrid and to be honest we were very unimpressed. On arrival we were checked in by a lady who seemed like she wanted to be anywhere but there. Our room wasn't ready so we decided to have breakfast whilst waiting. We found breakfast to be very overpriced and the selections limited. Our room was basic, dark and in need of updating. It had what we needed but nothing more. We visited the bar twice. We found the staff to be unpleasant and in no rush to serve or engage. We only stayed for one drink on one occasion as there were no staff around to order a second. Next door there is a very nice cafe from breakfast. There are also two metro stations nearby. Otherwise we recommend an alternative Marriott in Madrid. ACHotel Avenida de America, Atención al cliente/recepción at Ac Hotel Avenida De America, responded to this review Dear CatherineD614, we are sorry we did not meet your expectations, as customer satisfaction is our number one priority. We are very surprised, as customer service is usually one of the reasons our guests return and why they compliment us. However, we will speak with the entire team with the intention of continuing to improve.Our hotel was renovated a few years ago, and breakfast includes more than 50 items, but we will review everything carefully to ensure we continue to offer excellent service.We appreciate your feedback, which always helps us improve. Have a wonderful day. Thank you and Best Regards.

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• User:Brian H

  Trip type: Friends getaway

  No peace and quiet

  31 Dec 2025

  Worst experience. First you will get no sleep. The walls are paper thin and you hear every noise. The cleaning crew starts early so be prepared to hear a vacuum at 8am. The internet was beyond useless. Could not connect to anything. We went for NYE and were told the hotel bar was closed for a private party. Come to find out that was a lie. The people were lovely but communication was awful and the overall stay was dreadful. You are better off sleeping on the streets. ACHotel Avenida de America, Atención al cliente/recepción at Ac Hotel Avenida De America, responded to this review Dear brianhO156KC, Thank you so much for your feedback, which always helps us improve. We will talk with the relevant departments to ensure this doesn't happen again. However, we were unaware of the internet issue and, we offer 24-hour support. The Restaurant closed at 5pm and only could serve clients with Reservation because there is a special menu in New Years Eve. We are sorry if we were not able to explain that clearly. We would be delighted to welcome you back if your travels bring you to Madrid again. Happy New Year!

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• User:jawsie1

  Trip type: Family

  Reasonable option for central Madrid

  03 Nov 2025

  This is a fairly basic hotel and as it’s part of the AC brand it only offers Elite members a food/beverage credit, not free breakfast. We were leaving early so couldn’t use it for that and needless to say the food offerings were overpriced. Rooms were fine - nothing special and several plug sockets didn’t work properly. Customer service was ok but not exceptional. The hotel is located within a 5 mins walk from walk of a couple of metro stations, and the Bernabeu is less than 3P mins walk away. ACHotel Avenida de America, Atención al cliente/recepción at Ac Hotel Avenida De America, responded to this review Dear jawsie1: Thank you for taking the time to let us know about your experience while staying with us.Providing the highest level of hospitality is our number one priority and I sincerely apologize for failing to meet your expectations. We will keep on working to improve every day. Sincerely.

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