Originally Posted by ushela03

I wanted to give a more detailed review of our trip to Madrid here.

We stayed 6 nights including christmas. I am a globalist and sent some emails to the hotel leading up to our stay hoping for a suite upgrade as there were always junior suites and king suites available. I always received a pleasant response that suites were assigned the day of checkin. So the morning of checkin, I emailed saying see you soon and I hope you can have a suite for us.

We arrived about midnight and the people working the front desk were very pleasant and said we've upgraded you into a balcony view room - not a suite. I asked if they had a suite available and they said no. I showed them the suite options available for purchase on the Hyatt app and after some discussion between the staff they said the suite had an issue that they had to check to see if it was fixed. A few minutes later they came back and said it was, but the room needed to be cleaned, so we could go to the other room assigned to us until it was. We did - and they let us know at 1:30am the suite was ready. This was all very frustrating, but when we got to the new room it was worth the wait. We had a corner room with multiple balconies, large bathroom and living room with a couch that both my kids sleep on. Also, it seemed like house keeping visiting the room in the morning and the evening to straighten up.

Breakfast at the Omar was REALLY good as others have said. The staff is wonderful. There was one individual who had limited English and when he was our server I felt like he avoided us due to the language barrier and our orders didn't come out right. I'm thinking about the croissants right now... yum. There was also something that brought out that was a like a quesadilla that was unique and really good - thin bread, cheese, truffle and some sea salt on top.

For those who questioned safety around the hotel in some other posts - the streets were packed with people at all hours. I was there with our wife and 2 young children and we never felt unsafe. Aside from some folks trying to sell things in the plazas we were never approached by touts, scammers, etc. We did a lot of walking and used the metro while we were there. Easy access to the Gran Via and Sol stops.

Later - we did find out what the maintenance issue with the room was that was not in fact fixed. When we turned on the bathtub, the fixture went shooting off the wall and water sprayed everywhere. When we told the front desk about this, they had it fixed the next morning.

Overall - great stay and great use of 15k points per night.