Ac Hotel Carlton Madrid

Recent Reviews: 1619

• User:dianne w

  Trip type: Friends getaway

  Change rooms if need be!!

  27 Apr 2026

  Excellent food. But don't have room 505. The aurcon doesn't work and room cannot come down less than 24 degrees. Bed linen therefore too hot , as well as room. Toi noisy outsde all night to open windows. Two single beds pushed together not good either. No sleep each night Guest Relations, Other at Ac Hotel Carlton Madrid, responded to this review Dear Guest,Thank you for sharing your feedback, and we are pleased to read that you enjoyed the food during your stay.We are very sorry to learn about the discomfort you experienced in your room. Please allow us to clarify that our maintenance team has thoroughly checked the air conditioning in room 505, and it is functioning correctly. That said, our team is available 24 hours a day and would have been more than happy to attend your room immediately to assist and ensure your comfort if informed at the time.Regarding the bedding configuration, your reservation was part of a group booking which included both twin and double rooms. Our twin rooms consist of two 90 cm beds placed together, which is a standard setup. However, had we been made aware of your preference, we would certainly have checked availability for an alternative bed configuration, although this cannot always be guaranteed.Additionally, our Reception Manager attempted to speak with you on the morning of your departure to better understand your experience and find a resolution, but unfortunately this was not possible.We truly regret that your stay did not meet your expectations and appreciate your comments, as they help us continue improving our service.Kind regards,Guest Relations Team

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• User:Scott N

  Trip type: Business

  Bad Front Desk

  26 Jan 2026

  I have never met a more ignorant woman than the person at the front desk.The minute I arrived she had attitude.....was "put out" to answer any questions asked.The hotel itself is ok.....limited....but the pathetic person at check in should go work for the YWCA....that might even be too much for her.I'm in the Travel Industry for 45yrs, and have never encountered such a person. Guest Relations, Other at Ac Hotel Carlton Madrid, responded to this review Dear Guest,Thank you for sharing your feedback. We regret that your arrival experience did not meet your expectations.We would like to clarify that we have no record of any reported issue or formal complaint during your stay, either at the front desk or through our established communication channels. Our team is trained to provide professional, courteous, and respectful service to all guests, and we operate under strict values of respect, equality, and professional conduct.While we respect differing perceptions, we would like to emphasize that disrespectful or derogatory language towards any individual is not acceptable. We believe strongly in mutual respect between guests and staff. Had any concern been raised during your stay, we would have welcomed the opportunity to address it immediately.We remain committed to maintaining a professional, safe, and welcoming environment for everyone.Sincerely

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• User:Tracy B

  Trip type: Family

  Regret

  14 Jan 2026

  We did not enjoy this hotel. Rooms are too small and the elevator was smallest we ever saw. We had major regret. Not much common space in lobby. Guest Relations, Other at Ac Hotel Carlton Madrid, responded to this review Dear guest, Thank you for sharing your feedback. I’m sorry to hear that the size of the rooms, elevator, and lobby space did not meet your expectations and left you feeling regretful about your stay. Your comments are valuable, and they’ve been noted.Sincerely

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• User:Robert C

  Trip type: Family

  Good location average hotel

  28 Dec 2025

  Location was very great. Close to the museums, train station, and metro. Rooms were clean, we were able to check in early. Walls are a bit thin so we were able to hear our neighbors. No free breakfast which is a minus. Guest Relations, Other at Ac Hotel Carlton Madrid, responded to this review Dear Guest,Thank you very much for taking the time to share your feedback on TripAdvisor. We truly appreciate your comments and are pleased to know that you enjoyed our location, the cleanliness of the rooms, and the service provided by our team. We are also glad that we were able to accommodate an early check-in and help make your arrival more comfortable.At the same time, we regret that the sound insulation affected your rest. Please accept our apologies for this inconvenience, and rest assured that your comments have been shared with the appropriate team for review.Regarding breakfast, we would like to kindly clarify that, in line with the AC Hotels by Marriott brand concept, breakfast is not included by default. However, we do offer room rates that include accommodation with breakfast for guests who prefer this option. We appreciate your understanding in this regard.Thank you once again for your valuable feedback. We hope to have the opportunity to welcome you back in the future and provide an even more enjoyable stay.Kind regards,

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• User:Michelle A

  Trip type: Couples

  A Great Hotel with Many Personal Touches!

  21 Nov 2025

  We arrived at this hotel via the metro so the 3 minute walk from the station to the hotel was ideal for us. Upon checking in, we were greeted warmly and the process was smooth. Our room was clean and had a nice layout with a large bathroom discreetly tucked away behind a privacy door. I thought the handwritten note left on the bed with a box of biscuits welcoming us to their hotel added a nice touch. The thermostat worked great, keeping our room at our ideal sleeping temperature. Another nice feature was having the elevators opened on the lobby floor when not in use. The buffet breakfast was good and the staff kept everything well stocked. We really enjoyed our stay thanks to the location, amenities and great customer service! Guest Relations, Other at Ac Hotel Carlton Madrid, responded to this review Dear Valued Guest,On behalf of the entire hotel team, I want to thank you for sharing about your hotel experience.It is always encouraging to hear positive feedback, particularly when it comes from those who matter the most – you! Your feedback has been shared with the hotel staff as a way of celebrating the great guest experiences we delivered. Once again, I appreciate you taking the time to share your feedback.We hope to welcome you again soon.Sincerely,Dolores AlcántaraGuest RelationsAc Carlton Hotel

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