Hampton By Hilton Alcobendas Madrid

Recent Reviews: 198

• User:TheChulis

  Trip type: Family

  Go at your own risk.

  12 Mar 2026

  We stayed at this hotel as Hilton Gold members and booked two rooms using our points. Unfortunately, the experience with the morning reception team was consistently disappointing from the beginning.Throughout our stay, the front desk staff in the morning — including Oscar — repeatedly ignored basic greetings such as “good morning.” The lobby was not busy during those moments, so the lack of basic courtesy was very noticeable. Hospitality starts with simple respect for guests, and that was missing during multiple interactions.To be fair, the rooms were clean, housekeeping did a good job, and breakfast was decent for what is included with the stay. Those teams did their part well.However, what truly made this experience worse was how management handled the situation afterward. When we were asked to rate our stay, we answered honestly. Instead of acknowledging the feedback, the hotel responded defensively and attempted to dismiss the issue with long explanations that did not reflect what actually happened.Feedback is meant to improve service, not to argue with guests or try to rewrite their guests’ experience.This stay showed a serious lack of accountability and professionalism from the morning reception and management team. Because of that, we would not return and cannot recommend this property.Go at your own risk. Hampton by Hilton Alcobendas Madrid, Atención al cliente/recepción at Hampton by Hilton Alcobendas Madrid, responded to this review Estimados TheChulis,Gracias por compartir su opinión tras su estancia en Hampton by Hilton Alcobendas Madrid.Sentimos leer que su experiencia no haya sido la esperada, especialmente en lo relativo a la interacción con nuestro equipo de recepción durante la mañana. Nuestro objetivo es que todos los huéspedes se sientan bien atendidos desde el primer momento.Nos gustaría también mencionar que el compañero al que hace referencia, Óscar, es un profesional muy valorado dentro del equipo y por numerosos huéspedes que pasan por el hotel cada semana. Su dedicación y trato con los clientes forman parte precisamente de la filosofía de hospitalidad que tratamos de ofrecer cada día.Afortunadamente, la gran mayoría de los comentarios que recibimos destacan precisamente la amabilidad y profesionalidad de nuestro equipo, algo de lo que nos sentimos especialmente orgullosos. Por ello, lamentamos que en su caso la percepción haya sido distinta.Le agradecemos también que haya destacado aspectos positivos como la limpieza de las habitaciones, el trabajo del equipo de housekeeping y el desayuno incluido.Valoramos siempre los comentarios de nuestros huéspedes, ya que nos ayudan a seguir mejorando, y sentimos que en esta ocasión su experiencia no haya estado a la altura de lo que normalmente ofrecemos.Atentamente,Hampton by Hilton Alcobendas Madrid

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• User:Sightseer37771739150

  Trip type: Solo travel

  Horrible service

  24 Feb 2026

  They tried to charge my card a week before my arrival without my approval, when i was supposed to pay only upon arrival, threatened me to cancel my reservation if i don’t approve it and eventually really cancelled … I have never seen anything like that service in my life and i haven’t even arrived yet… Hampton by Hilton Alcobendas, at Hampton by Hilton Alcobendas Madrid, responded to this review Dear Sightseer,Thank you for taking the time to share your feedback regarding your experience with Hampton by Hilton Alcobendas.We are truly sorry to read that you felt dissatisfied with the handling of your reservation. However, we would like to kindly clarify the situation to avoid any misunderstanding.At Hampton by Hilton Alcobendas, all reservations, including those with “pay upon arrival” conditions and special rates such as Family & Friends, require a valid credit card to guarantee the booking. This requirement is clearly stated during the reservation process on Hilton’s official website, and the corresponding terms and conditions are accepted at the time of confirmation.To verify that the card provided is valid and operational, our team processes a very small charge prior to arrival. This amount is refunded immediately. This procedure is not an advance payment for the stay, nor is it an unauthorized charge, but a standard verification step to ensure that the reservation is properly guaranteed, particularly in cases of late cancellation or no-show, as established in the booking conditions.In this case, the card provided could not be validated. Our team contacted you on several occasions within the indicated timeframe, requesting an alternative valid payment method in order to maintain the reservation. As no valid guarantee was received, the reservation was cancelled in accordance with the accepted terms and conditions.We understand that this situation may have been frustrating, especially before your arrival. Nevertheless, the actions taken were fully aligned with the conditions agreed upon during booking and are applied consistently and fairly to all guests to ensure equal treatment and transparency.At Hampton by Hilton Alcobendas, we remain committed to professionalism, clarity, and the consistent application of our policies. Our intention is always to protect both our guests and the hotel by ensuring reservations are properly secured in advance.We sincerely regret any inconvenience this may have caused and remain at your disposal should you wish to discuss the matter further.Kind regards,Hampton by Hilton Alcobendas Madrid

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• User:Audrey S

  Trip type: Family

  Waste of money.

  31 May 2025

  Two staff on reception were miserable one male ,one female no personality at all.All they wanted to do was continue scrolling computer.On arrival at hotel was asked "what room number?" No hello or anything.How would I know my room number when I had just walked through door.Had asked in advance for connecting rooms,told they weren't ready.On returning back told by rude young man ,who looked at me gone out,they weren't available now.Then my family get put in the connecting room with a couple adjoining and I end up opposite.No apology,what a shambles.Rooms were noisy,pillows were flat as pancakes.Carpet on stairs worn.Breakfast was like Piccadilly Circus,mess every where.Best part was underground parking.Stop somewhere else ,plenty of places,these don't deserve your custom. Hampton by Hilton, Guest Services / Front Office at Hampton by Hilton Alcobendas Madrid, responded to this review Dear Audreys556,Thank you for taking the time to share your feedback.We are truly sorry to hear that your recent stay with us did not meet your expectations. At Hampton by Hilton Alcobendas, we aim to offer all our guests a warm, welcoming experience, and it’s disappointing to learn that you felt otherwise.We sincerely apologize if any member of our team came across as unhelpful or impolite — this is certainly not the level of service we strive to provide. Our staff is generally recognized for their friendly and professional attitude, and we regret if your interaction felt less than courteous. Please be assured that your comments will be reviewed internally to ensure our service consistently reflects our brand values.Regarding the connecting rooms, we do our best to accommodate all special requests, although these are subject to availability and can sometimes be affected by last-minute changes or operational constraints. We understand how important it is for families to be close together, and we’re sorry this couldn’t be arranged as originally planned.We also regret to hear that certain aspects of the facilities and breakfast experience did not meet your expectations. Concerning the pillows, we offer them based on brand standards and guest preferences, but we appreciate that comfort is subjective and will take your feedback into consideration.Your observations will be shared with the relevant teams to help us improve.On a positive note, we’re pleased to know that you appreciated the convenience of our secure underground parking. We do hope you’ll consider giving us another opportunity in the future to provide a much more pleasant stay.Warm regards.

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• User:NeddSMN13

  Trip type: Family

  A perfect memorable stay at Hampton by Hilton

  26 May 2025

  After five consecutive years of visiting Madrid we can confidently say that Hampton by hilton has been our best accommodation experience yet. The location is incredibly convenient—just a short walk to plaza Norte. Despite feeling under the weather during my stay, the comfort and accessibility of the hotel allowed us to enjoy the city to the fullest.The staff truly made our stay exceptional. A heartfelt thank you to the whole team for their outstanding hospitality and assistance. Their kindness and professionalism did not go unnoticed.The rooms were very clean, modern, and well-maintained, providing a comfortable retreat after a day of exploration. I would definitely come back and highly recommend the hotel to any travelers.

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• User:6530bx4

  Trip type: Solo travel

  Could and should be better in many ways -- and hotel management is the problem.

  18 May 2025

  My baseline for hotel reviews is one question: Is it clean and does everything work as it should? The answer is adjusted on a hotel specific curve because you don't expect a Motel 6 to be a Marriott but, then again, you also don't expect a Marriott to resemble a Motel 6. The negative grading of this hotel is in large measure because of what it fails to do that it should for the type of property it is as well as the rude and utterly condescending dismissiveness given to prior reviews about things that could easily be fixed. On the surface, my room, though small, appeared clean. Appeared clean but there was a lot of dust that was easily inhaled. The room needed a deep cleaning. The room was well lit and there were ample power outlets. The shower could have been stronger and the door leaked water onto the bathroom floor. There was a nice wall mounted television though for a hotel that welcome international guests CNN should have been in the channel lineup. No pen or paper. Window cannot be opened. I did not encounter the noise some people complained of. There was an adequate (and cute) mini fridge in the room but no microwave. This was mentioned in prior reviews and the hotel response shows its rude condescension toward its customers.The hotel management said staff "went out of its way" to warm something up for a guest who complained that it wasn't warm enough. While it may not be feasible to have a microwave in every room it certainly is doable to have at least one for guest use in the lobby area. Carrefour down the street had one selling for 55 Euros. It would cost the hotel next to nothing to have at least one microwave available for customer use. 55 Euros is cheap and not cost prohibitive. Yet instead of fixing the problem hotel management responds in a rude manner to feedback here.The fitness center is a bit above average except that it needed a bench in the weight area which is a curious omission. There is no guest laundry. The hotel location is within 15 minutes of the airport but there is no airport shuttle. The hotel would instantly be more popular if it did have a hotel shuttle. The hotel is designed for people with cars and parking is fairly good. The underground garage is 11 Euros per day but surface parking on and off the hotel grounds is free and the on street parking is often better than the hotel's own spaces. Neighborhood appears safe. Grocery stores and a mall are six minutes away if you have a car. What is seriously lacking is public transit. There is no bus, train or metro stop nearby and no hotel shuttle. The nearest bus stop is fairly far away and the service is like one bus per hour. The Madrid public transportation is extensive but poorly coordinated. City restrictions make if difficult to drive into Madrid. The available public transit options require several transfers and what would be a 20 minute drive could take 80 minutes or more. A hotel shuttle would be popular with guests. There is a gas station next to the hotel.I found the hotel staff to be mostly pleasant. The desk people were nice and helpful but the breakfast area staff appeared sullen and not very friendly. The sullen and not very friendly attitude is prevalent in much of the Madrid area beginning at the airport where people whose job it is to assist travelers act like they are doing you a favor if they should do what they are supposed to do which they often don't. It's too bad that all of the hotel staff isn't as good as the front desk people but even then there are issues. For example, when I checked out this morning I was advised that someone else's meal was billed to me. Not good and I certainly wasn't pleased by this. Although it was taken care of it should not have happened in the first place. If someone else did charge something to my room the staff could easily have had the guest sign the slip with their name as one example of carelessness.The noise that some people complained about in the rooms didn't seem to be much of a problem and I was on the third floor. What was a big problem is what goes on downstairs. It's bad enough when people stand around the entrance doors smoking cigarettes which sends cigarette smoke into the lobby, dining area and even the elevators but even worse when they are smoking marijuana blunts. This is very unhealthy and disrespectful yet hotel staff and management permits it. Very wrong.There is no business center. For any hotel these days that's a big omission and even worse when it's near an airport. At a minimum there should have been at least two computer terminals and a printer for public use, maybe more. This is 2025. It's a newer hotel. Act like one.There is a decent hotel breakfast that is complementary with many choices. There were prior reviews complaining that some of the food wasn't hot enough. I checked this out and it's true that the eggs and bacon trays are more lukewarm. It would not take much to turn up the heat on the warmers for those two trays. But, as I said, when people wrote reviews complaining about this the hotel management takes "note" and then does nothing to fix the problem. In summary, this hotel deserves a diminished rating for failing to do simple things that could make it better and for being not only inattentive but also rude and condescending toward customer feedback. The microwave issue is illustrative of this. 55 Euros for a little microwave is not going to make the hotel go broke. Go down the street and buy one. While this hotel has good points that is attenuated by the fact that they are just things that it should have so it's not like they are exceptional. Not every issue is easily addressed, to be sure, but some are and those that are should have been rectified long ago. (As I said, the microwave is a good example of this. Not only it is a cheap fix but the hotel could kill two birds with one stone by getting one and putting it down in the breakfast area so the people who say their food isn't warm enough could put it in the microwave.). Instead, the hotel management blows off and insults its guests who take the time to provide legitimate feedback. Shame on them. They are definitely in the wrong business. Hampton by Hilton, Guest Services / Front Office at Hampton by Hilton Alcobendas Madrid, responded to this review Dear 6530bx4,Thank you for taking the time to share such a detailed and thoughtful review. We truly value feedback from all our guests as it helps us improve and maintain the high standards expected from a Hampton by Hilton property.We are pleased to read that you found many aspects of your stay satisfactory, including the cleanliness of your room, the pleasant demeanor of our front desk team, the convenient location, and the range of amenities such as the mini fridge, complimentary breakfast, and fitness center. We also appreciate your recognition of the safe neighborhood and available parking options.We would, however, like to address several of the points raised in your review.Firstly, we want to clarify that under no circumstance have we ever intended to be rude or condescending in our responses to guest feedback. We take all comments seriously and aim to respond with respect and professionalism at all times. If any of our previous replies came across otherwise, we sincerely regret that impression, but we can assure you that no guest has ever been insulted by our team.Regarding some of the facilities you mentioned—such as the inclusion of microwaves in rooms or public areas, a guest laundry, a business center, or an airport shuttle—some of these are matters governed by Hampton by Hilton’s global brand standards. While we understand the convenience they may offer, we are committed to maintaining the consistent experience expected at all Hampton properties worldwide. That said, our team is always happy to assist guests on a case-by-case basis—for example, helping to heat food upon request, as we have done previously.The matter of a public-use microwave has indeed been raised by a few guests, and while we appreciate the suggestion, introducing appliances for shared use in public spaces also requires compliance with safety, hygiene, and brand protocols. We will continue to share this type of feedback with Hilton’s brand team for their consideration.With regard to the breakfast service, our team strives to keep all items fresh and at the appropriate temperature, though we understand there may occasionally be fluctuations during peak hours. Your feedback has been noted and shared with our kitchen team for review and adjustment where possible.We regret any discomfort caused by external smoke near the entrances. While smoking is only permitted in designated areas outside the hotel, we will continue working with our staff to ensure these policies are enforced more strictly to maintain a comfortable environment for all guests.As for the billing error at check-out, we sincerely apologize for this oversight and appreciate your understanding. Mistakes can happen, but we are committed to resolving them promptly and professionally, as we did in this instance.Finally, we want to assure you that cleanliness remains one of our highest priorities. Your note regarding dust in the room will be followed up with our housekeeping team to ensure deeper inspections and cleaning routines are enforced consistently.We genuinely appreciate your suggestions and the time you took to share your thoughts. While not every feature you mentioned is within our ability to change due to brand guidelines, your feedback is important to us and is shared with both local and corporate teams for ongoing review.We hope to have the opportunity to welcome you again and provide an even better experience in the future.Kind regards,Hampton by Hilton Alcobendas

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