In September, my husband Saul and I spent a night at the beautiful, brand-new Madrid EDITION. Located smack-dab in the heart of the city, the location is impeccable. Read on for an in-depth review of our time at the Madrid EDITION.

First impressions

Immediately upon entering, the contrast between the dark walls and stunning white spiral staircase was a sure sign that we’d entered an EDITION property. Once we ascended the staircase, we crossed an expansive, futuristic lobby that can only be described as straight out of the movie Dune. The signature EDITION Le Labo fragrance permeated the entire dimly-lit space and really enhanced the vibe. I felt simultaneously relaxed, and like I was a member of the cool kids’ club.

Chris was the first person to greet us, and consistently provided above-and-beyond hospitality throughout our stay. We also sincerely appreciated the warm welcome we received from Isabel, the Director of Rooms. 

Check-in

We had originally booked a partial view room, but when we checked in, the front desk agent excitedly told us he’d upgraded us to a room with a view because of Saul’s Marriott status. We were disappointed to discover that our “upgraded” room faced the alley between two stores across from the hotel. Thankfully, Chris was able to assist us in changing rooms to one with more natural light and an improved view. Note: because the Madrid EDITION is located in the historic city center, space is limited and the upgrade was actually a bit of a larger room. For only one night, though, we cared more about the view, and were thrilled that we were able to score one.

The room itself

The epitome of hospitality is a mix of better-than-home comfort and the ability of a team to anticipate your every need. Great design can enhance that feeling, and that’s exactly what the elements of this room did. The colors and lines were sleek and minimal, but not harsh. Natural wood furniture and a cream-colored faux fur throw allowed the backlit, custom-upholstered headboard to take center stage. In the bathroom, the shower pressure was heavenly, and the warm lighting and organic-shaped mirror completed the space. It was almost enough to make us want to succumb to jet lag and take a nap. Almost. But, we only had 24 hours to enjoy the Madrid EDITION, so we headed to check out the rooftop.

Birds-eye view: the rooftop pool

The rooftop features a modern infinity pool with beautiful views over the city. The setting was immaculate; the service was not. It was pretty empty up there, but we said hello to the pool attendants, set ourselves up in lounge chairs, and waited for one of the hotel employees to come over. When that didn’t happen, I got up to ask if someone could come to take our order. We ordered two cocktails and a side of fries. The drinks were delightful, but after more than an hour, the fries had not arrived. Still, they appeared on the bill and we had to ask to have the charge removed.

Unwinding at the spa

After the pool, we headed to the spa. The week prior to our stay, I emailed the hotel to notify them that we had canceled the original reservation in my name and instead made it in Saul’s name, to use points and take advantage of his Marriott Bonvoy Platinum status. I received an email confirming the change in name only. However, after we checked in, I received an email saying that because I had canceled my stay, the hotel had canceled the two massages we’d scheduled at the spa. We were able to get this worked out, but it signaled a lack of clear internal communication that would have made our experience more relaxing.

The spa was small and draped with rich, dark velvety curtains illuminated by candlelight. We booked massages one right after the other, which meant that we each had the space to ourselves during our appointment. Yulia was a talented masseuse, making us feel immediately at ease after a full day of travel. The post-massage tea set was a yummy surprise treat that allowed us to linger in the tranquil sanctuary for a few minutes after the massages ended.

Location, location, location

Despite our exhaustion, we decided to take advantage of the property’s amazing location. The famous Plaza Mayor and Puerta del Sol are each a mere three-minute walk from the hotel. We stuffed ourselves with tapas and sangria at Mercado San Miguel, then walked five minutes back to the Madrid EDITION and promptly passed out on the very comfortable bed.

Dining

In the morning, we had breakfast at Jerónimo, the colorful onsite Mexican restaurant spearheaded by Enrique Olvera, who helms Mexico City’s famed Pujol. The food and drinks were great, and again – the design enhanced the experience. Punchy colors and bold patterns contrast with the rest of the Madrid EDITION’s more muted tones.

After breakfast, we took a walk around Madrid and enjoyed excellent iced coffees in the lobby bar before checking out. 

Check-out

Despite our confirmed late check-out time, our hotel key didn’t work to enter the room around noon and we had to return to the front desk to have it reactivated. Then right after we entered the room, housekeeping knocked to come in and clean, which was extremely frustrating. When we turned in our room key a short while later, we were told valet was bringing the car around, but that message was never relayed to the valet, causing another delay.

Bottom line

The Madrid EDITION is beautiful and well-located, and staff members were friendly and responsive; however, it was evident that there is a lack of internal communication at the property. Focusing on additional training and improved internal communication is necessary to facilitate the guest service experience required of a five-star hotel, especially in a city with so many of them. That said, we visited within six months of the property opening and in the midst of the first full-scale tourist season in years thanks to the pandemic. So, perhaps it was unrealistic of me to expect perfection during our stay.

I often say that how something is handled can make or break the experience. In this case, I’m thrilled to say that Marriott did a fantastic job of immediately working to remedy the situation after I sent an email with my feedback. Isabel, the Director of Rooms, emailed to discuss our concerns and explain measures that the hotel is taking to make improvements. She also offered us a voucher to return for a one-night stay sometime this year, which we hope to do. Until then, my bottom-line review is this: This five-star property is not immune to the challenges of the pandemic. Pack your patience, and enjoy the amazing decor, spa, and location. If you are a Marriott loyalist and especially if you have points to burn, the Madrid EDITION is a great option in Central Madrid.