Riu Plaza Espana

Customer Ratings & Reviews

TripAdvisor Traveler Rating

4354 reviews

• 

  A place to stay, but don't expect to be pampered.

  4 star hotel in a good location but needs to be refreshed. The floors reminded me of a hospital corridor, sheets were dirty and not changed until I noticed that I had to ask for it. I also had to ask for a shower cap. There were no real common areas to relax. The rooftop bar has a great view and breakfast was nice.

  Apr 21, 2026
• 

  Prime location in Madrid

  Located in the city centre, so you can walk everywhere. Friendly staff, great views from our room on the 23. floor and a very nice rooftop bar.

  Apr 19, 2026
• 

  Birthday city break treat

  Good hotel, great location, we would return but have couple of niggles. Room 802, roomsafe, the reset code would not work, despite asking twice, never fixed. Kettle is SO loud when boiling, gave up with that. Room was noisy at times, from room above, 2 am!!!! loud banging I of door and foot steps. Mixed help from reception, asked if I could have real milk in room, was told 'NO, we don't do that, we can't do that, but to go to restaurant on 4 th floor and ask myself, luckily, lovely girl in reception bar helped me. Also asked on checking out if I could have a RUI brochure as in room , again told 'NO' we can't give u one, go online' Do few bits need some attention but overall very nice dtay

  Apr 17, 2026
• 

  This was by far the worst hotel experience I have ever had, and I am absolutely furious. My grandmother forgot her bag i

  This was by far the worst hotel experience I have ever had, and I am absolutely furious. My grandmother forgot her bag in the lobby for literally THREE minutes. When we came back, it was already stolen. Inside were valuables worth around €200. We immediately went to the front desk, expecting at least some basic level of concern or help. Instead, the staff did absolutely NOTHING. They didn’t take us seriously, they didn’t try to help, and worst of all, they were actually laughing at us while we were clearly upset and stressed. Imagine losing expensive personal belongings and being mocked by the very people who are supposed to assist you. We asked them to check the security cameras, which should be standard procedure in a situation like this. They flat-out refused. No effort, no empathy, no professionalism. Just indifference and disrespect. This place clearly does not care about its guests or their safety. If something happens to you here, don’t expect any help whatsoever. Completely unacceptable behavior from the staff. I would NEVER recommend this hotel to anyone. Stay far away.

  Apr 16, 2026
• 

  Theft in the Lobby and Zero Help from Staff

  I am extremely disappointed with my experience at Riu Plaza España, and I would strongly advise others to think twice before staying here. While we were in the lobby, my grandmother briefly left her shopping bags unattended for just a few minutes. When she returned, all of them were gone. These were not small items — the total value was around €200. Naturally, we immediately went to the reception desk for help, expecting at least some basic level of concern or assistance. What followed was honestly shocking. The staff showed little to no urgency, empathy, or willingness to help. We politely asked if they could check the security cameras, since the theft happened in their own lobby — a space that should be monitored and safe for guests. They refused to take any initiative. Instead of helping, they simply told us that we should call the police ourselves. At no point did it feel like they took responsibility or even cared that a guest had been robbed inside their hotel. The staff appeared slow, dismissive, and completely uninterested in resolving the situation. There was no attempt to reassure us, no effort to investigate, and no basic customer service. A hotel of this size and reputation should have clear procedures for incidents like this. The fact that nothing was done — not even a simple check of the cameras — is unacceptable. Guests should feel safe in the lobby, not ignored when something goes wrong. Overall, this experience left a very negative impression. Poor service, lack of responsibility, and zero support when it actually mattered. I would not recommend this hotel based on how they handle serious situations involving their guests.

  Apr 16, 2026