URSO Hotel & Spa, a Small Luxury Hotel of the World

El desayuno es de una calidad excepcional.

El baño es muy pequeño. La ducha diminuta. Si una persona mide 1,85 mts o mas o es grande no estara cómodo.

Beautiful hotel in a great location, with excellent service and a very welcoming atmosphere. The staff were consistently friendly and helpful, especially Joudy at reception, who was exceptional.

Nothing significant. One of the lifts was temporarily out of service for a few days, but otherwise everything was excellent.

The room was spacious, and the window and bay areas were superb. The lounge area was also very cool The hotel was in an excellent location for walking to various visitor sites. The spa are was also very good.

The hotel is in a beautiful very early 20th-century building with huge windows and lots of ornate decoration - including a wonderful lift. The atmosphere which has been created is tranquil and restorative. The rooms are spacious, elegant and comfortable, with nice bathrooms. Breakfast was delicious. Most importantly, the staff were delightful - thoughtful and attentive but never intrusive. We were greeted very warmly by the charming young men on the door (and later by the night porter); the reception people were very friendly and efficient; those in the lobby bar and serving breakfast were equally so. They all deserve commendation. The hotel is well situated with two useful metro stations very close. We had a terrific stay.

my favorite !

Quarto silencioso, com enxoval de muita qualidade, blackout perfeito e muito confortável. O serviço é atencioso. A localização do hotel tb é um ponto forte, Chueca tem vários dos restaurantes e lojas mais bacanas da cidade.

O serviço do café da manhã pode melhorar, apesar de vários funcionários, nem todos eram cordiais e havia demora na entrega de um simples café. Os banheiros não dispõem de ducha higiênica e o espaço do box é um tanto apertado, mas nada que comprometa o conforto do quarto de modo geral.

From the FIRST step into this lovely Hotel, I felt like I was Home. The Staff was so attentive with great eye contact....willing to do anything for me. Yes, is truly a 5 STAR Hotel. Food and Beverage OUTSTANDING. A wonderful dinner experience at Casa Felisa. AND, the best eggs benedict I have ever had at Breakfast. Thank you Chef. A BIG Thank you to Luciano, Concierge. He was always greeting me and offering his assistance. Suggested a great restaurant to me. I hope to be back. I loved the OLD elevator.

The location, the amenities, the spacious rooms and most of all, the friendly and helpful staff.

Nothing much

The hotel is absolutely beautiful. Our suite had a large terrace where we spent some very nice evenings. Also worth a visit is the spa, it has a fantastic water-hot tub area that should not be missed.

For the price of accommodation, I would have expected a few more free perks. I was surprised to be charged for ice considering it was 40 degrees outside. In other high-end hotel stays, the guest gets a few treats!

I had a wonderful stay at this hotel. Everything was exceptionally clean, well-organized, and maintained to a very high standard throughout my visit. The staff were friendly, professional, and always available to help with any questions or requests, providing excellent service with a smile. One of the hotel’s biggest advantages is its fantastic location. It’s within easy walking distance of many restaurants, cafés, shops, and major attractions, making it incredibly convenient to explore the city without relying on transportation. I highly recommend this hotel to anyone looking for a clean, comfortable place to stay in an excellent location in Madrid. I would definitely stay here again on my next visit.

Rooms were spacious, within reasonable walking/driving distance from most walkable places in Madrid

Excellent location; beautiful very clean hotel. Very comfortable bed; great spa facilities; excellent massage. Very friendly and polite staff

Guests shouldn’t be charged for using the swimming pools

La posizione,lo staff davvero gentile ma un po inesperto.

E’ un 5 stelle lusso,ma in effetti non lo e’,fanno pagare il caffè nespresso nelle camere (mai visto in in 5 stelle),fanno pagare il servizio “spa’ una piccolissima piscina con un idromassaggio.Ho lasciato un pacco da spedire ed ho pagato circa 30€ per averlo in 4 giorni ma sono passati 7 giorni ed ancora non ho ricevuto niente.

The room was so comfortable, we didn’t want to leave the room.

None!

We adored this hotel. The room was so inviting and comfortable and the beds engulfed you like a blanket of clouds. The staff were beyond caring and kind. Sarah at breakfast was an absolute stand out with such friendliness and exceptional service. The buffet selection was excellent and they offered freshly squeezed juices and a menu on top of an extensive buffet offering. The position was excellent. A 10 minute walk to Salamanca the coolest area of Madrid. The bar was also cool and the barman mixed a great cocktail. This was a beautiful hotel in every way and we would highly recommend to anyone visiting Madrid anytime soon.

Beautiful hotel in a great location! We enjoyed our stay there very much!

--- Having booked a spa day at this hotel, we expected a standard of service consistent with its positioning. Unfortunately, the experience fell significantly below short at every single stage. It was a diabolical experience. Our coffee orders were mishandled repeatedly. The initial drinks were incorrect, the second attempt was poorly executed, and while the third round was drinkable, all coffees were served lukewarm. This early lack of care proved indicative of the overall experience which was absolutely dire. Following the spa, we dined in the lounge/bar adjacent to reception. The service here was particularly poor. Staff were unprofessional, inattentive, slow to respond, and consistently difficult to engage, I’d say even lazy. We were repeatedly obliged to attract attention simply to place orders or request follow-up. The overall impression was one of reluctance and lack of basic customer awareness. We ordered a starter to share and two identical mains. After an excessive wait of approximately 30 minutes, all dishes arrived together. The starter was cold, and one main course was incorrect. A replacement was requested; however, after a further delay of over 20 minutes, it arrived cold, aside from the fries. Despite clearly raising these issues before eating, there was no meaningful acknowledgment or effort to rectify the situation. Our request to have the incorrect and inedible dish removed from the bill was declined without satisfactory explanation. We asked to speak with a manager and were eventually attended to, but the response was dismissive and lacked the professionalism one would expect. Our concerns were not addressed constructively, and our request to escalate the matter further was not accommodated. Overall, the experience was disorganised and poorly managed, with repeated errors, minimal accountability, and a clear absence of customer-focused service. What should have been a relaxing spa day concluded as a frustrating and unnecessarily stressful experience. This is not a matter of cost, but of standards. Based on our experience, there are far better options in Madrid offering both quality and service.on every level it was beyond a terrible experience.

Staff is very attentive, they are always willing to help, and the location is very good.

Air conditioning in my room did not work, and it was HOT!. I stayed there the week before and everything was great, i had a very good experience. This time, I told them 3 or more times that my room was hot and they said they would fix it and they never fixed it I had to sleep sweating.

The hotel is worth it! Friendly staff, clean and spacious rooms, and nice facilities make it a comfortable stay. Housekeeping and turndown service was impeccable. Location is convenient with good transport and walkability but not perfectly central.

Coffee was good

Extremely disappointing experience. The bed sheets in my room smelled strongly of body odor, making it impossible to sleep comfortably. When I reported it, I was told the valet driver would handle the issue after parking cars. I ended up sleeping on towels. The Deputy Manager, Patricia, responded by offering a bowl of berries and five sample sized skincare products, which felt dismissive and insulting rather than a genuine resolution. For a hotel that claims to be five stars, both the cleanliness issue and management's handling of it fell far below expectations.

Extremely disappointing experience. The bed sheets in my room smelled strongly of body odor, making it impossible to sleep comfortably. When I reported it, I was told the valet driver would handle the issue after parking cars. I ended up sleeping on towels. The Deputy Manager, Patricia, responded by offering a bowl of berries and five sample sized skincare products, which felt dismissive and insulting rather than a genuine resolution. For a hotel that claims to be five stars, both the cleanliness issue and management's handling of it fell far below expectations.

La location ottima, stanza silenziosa e curata, ottimo staff

La Spa (solo una piscina e un bagno turco) a pagamento 36 euro a persona in hotel 5 stelle non l’avevo mai visto. La doccia sacrificata per avere anche la vasca da bagno: meglio o una o l’altra belle e comode che sue piccole a parer mio.

SERVICIO Y ATENCION, CAMA, ZONAS COMUNES, HALL

EL ACCESO HASTA EL HOTEL CON COCHE PROPIO ES MUY COMPLICADO CON CALLES MUY ESTRECHAS, EL PRECIO DEL HOTEL NO SE CORRESPONDE CON LA UBICACION, SERVICIOS Y DEMÁS, ESTA UN POCO POR ENCIMA DEL P RECIO RAZONABLE.

This is a splendid hotel: a gorgeous building in a convenient and quiet location (walk to shops, restaurants, and the Retiro park--even the Prado). Understated elegance in the light-filled rooms, with high ceilings and floor-to-ceiling French doors, every service you could ask for, and warm, personal service from everyone, especially Luciano the outstanding concierge and the gracious hostess in the breakfast room. After the first day, everyone remembered our names and what we like for breakfast. We were sad to leave, and you will be too.

The staff so friendly and exceedingly helpful. The Hotel, super location, rooms really clean and comfortable, service second to none, we will definitely return.

If we could have stayed longer.....

room was extremely large comfortable, beautiful view from the window, shower and bath tub, great coffee machine.

My wife and I stayed at the URSO with family for several days in early March 2026. The hotel is centrally located, the facilities are beautiful and the staff are unfailingly warm and helpful. Luciano, the concierge, was especially helpful!

I loved everything… The well appointed lobby, the beautiful breakfast room, the perfect location and our room.

FANTASTIC!! Our stay at the Hotel Urso was truly wonderful in every respect. I’ll break it down, but first a little background. We are 3 couples/family members traveling through Madrid and Andalusia together. Our aunt is a healthy 89 year old and she’s still 89. What did we like about the Hotel Urso? Everything! Location - It can’t be beat. It is a short walking distance to a market, convenience store, different types of shopping streets, restaurants and, if you don’t mind d a little longer walk (20 minutes), various sights. Rooms - Beautiful and spacious. Two of the couples had a suite and a junior suite. One had a room. All of us were completely satisfied. One would imagine the suites would be spacious, and they most definitely were. The room? Also very spacious with two comfortable lounge chairs and a table between them. In most American hotels, you’re lucky to have one seat. Perks - Every day, the staff refill glass bottles with water (for my environmental heart, this makes me happy). We received a fruit platter upon arrival. And every evening there is a turn down service where they leave more water and some dark chocolate. Yum! Every evening there is live piano music in the lobby. Quite lively and delightful to sit in the lobby, have a drink, and talk with music in the background. Restaurant - The hotel restaurant is lovely. Great food, attentive service, beautiful decor. Service - We went to Luciano at the concierge desk for all our questions and he was both knowledgeable and attentive. When we gave him both positive and negative feedback about a restaurant we had just eaten at, he took the feedback and called the restaurant that day. Luciano helped with reservations, directions, everything. The staff at Hotel Urso obviously have been hired for their friendly customer service and ‘can do’ attitudes. And they’ve been trained too. It was always so nice to walk down the stairs in the morning g or walk through the front entrance after exploring and be met with warm and friendly smiles. We cannot recommend Hotel Urso enough! If ever we return to Madrid, this will be our hotel of choice.

La atención del personal en todas las áreas

Bom quarto e pequeno-almoço razoável.

We absolutely loved our stay at Urso. The location is incredible — perfectly situated for exploring Madrid and just steps from easy metro access, which made getting around with our family seamless. The hotel itself is beautiful. The decor is stunning — elegant, warm, and thoughtfully designed in a way that feels both luxurious and welcoming. What truly made our stay exceptional, though, was the service. It was impeccable from start to finish. The team was extraordinarily accommodating to our entire group — including our young children and grandparents. They showed particular kindness and flexibility when my stepmother wasn’t feeling well during our visit, which we deeply appreciated. From the concierge to the bellmen to the front desk, everyone was incredibly helpful, gracious, and attentive. We would stay here again in a heartbeat and wouldn’t hesitate to recommend it to anyone visiting Madrid.

Confort, propreté, équipement, personnel pro

Douche trop petite

Segunda vez que fiquei no Urso. Maravilhoso. Já indiquei para algumas amigas e todas adoraram!

De ontvangst en gastvrijheid waren werkelijk van ongekend goed niveau, je voelde je echt van harte welkom

Great hotel and location. Suites are big and beautiful, with great terraces. Staff is fantastic. Spa is a bit small but treatments and massages are wonderful. Good room service options too.

Spa is pretty small, mostly a pool and a sauna; no cold plunge.

Oui

Suite à mon voyage à Madrid à l’hôtel Urso tout se passait pour le mieux. Le personnel était super mais on m’a volé deux bagages importants, ils étaient sans surveillance à l’intérieur de l’hôtel et mon passeport était à l’intérieur des bagages. J’ai porté plainte à la police, et j’attends que l’assurance de l’hôtel me rembourse totalement Notre voyage était fichu et on est vraiment peiné, on a perdu beaucoup de choses. C’est pas normal qu’on te laisse sans surveillance des bagages de leurs clients

Good location

Everything. A truly special and unique experience. All the details are curated to perfection.

Everything was just perfect.

Everything, great area, great staff

Hard to complain, don’t like the pricing on minibar

El edificio en si, la Decoracion de Navidad, el personal un 10 y el Restaurante Felisa dentro del hotel.

Desayuno no digno de un 5 estrellas Habitacion regular, la ducha pequeña y con problemas de qie fuera constante el agua fria y caliente, se sale el agua de la ducha para fuera con las puertas de madera hinchadas por el agua que sale del plato de ducha. cambiamos de habitaición pero la siguente habitacion tenia los mismos problemas de temperatura de agua y seguia saliendo agua de los platos.

I loved being in a historic building that has been so beautifully restored!!!

Having booked a spa day at your hotel, our experience began poorly with coffee orders being completely mishandled multiple times. The initial drinks were wrong; the second batch was clearly made by an inexperienced barista, and though the third round was drinkable, the coffees were lukewarm at best. Following the spa, my daughter and I dined in the lounge/bar adjacent to reception, where the service deteriorated to an unacceptable level. Staff entirely ignored the tables; we had to repeatedly flag them down just to place or reorder drinks. After ordering a starter to share and identical mains, we were subjected to an outrageous wait of nearly 30 minutes before all dishes were brought out simultaneously. The starter arrived cold, and one of the mains was incorrect. After waiting another 22 minutes, a replacement main arrived stone cold except for the fries. Despite informing a waiter before eating, no apology, offer of compensation, or even acknowledgment was made. When we requested not to be charged for the incorrect cold main, we were flatly refused. A female staff member claimed to be a manager, and when we insisted speaking to genuine management, the F&B Manager Matias arrived only to deny any responsibility or rectification. Our request to escalate to the Hotel Manager was also denied on the grounds of him being “too busy,” with Matias claiming he had consulted the Hotel Director to enforce payment for the substandard meal. Matias later compounded the distress by blatantly lying, twisting our words, and fabricating a version of events designed to avoid accountability by saying it was the “hotel direction that we should pay”. This culminated in an unwarranted threat of police involvement, forcing my daughter to call the authorities. The police instructed us to file a formal complaint, which we did. Matias refused to translate his Spanish complaint form, and when pressed, his verbal explanations were evasive and dishonest. We view this behavior as a gross betrayal of customer trust and a stark violation of basic hospitality principles. It is not about the €20.00 charge it is about the principle. Dishonest, ill-trained, and argumentative staff with no sense of service or integrity have left us appalled. We have escalated this complaint to CEO Victor Vacas and the hotel’s stakeholders via LinkedIn, as this level of ineptitude and deceit is utterly unacceptable. There are countless far superior dining options in Madrid. We will certainly not recommend this hotel to anyone and expect a full investigation and an appropriate response to restore customer faith.

Ideal location, close enough to everything, but still on a quiet street.

It’s a pleasant place.

You have to pay €70 for the pool, which is basically a paddling pool. They also charge you for the coffee pods!

Está muy bien ubicado

No me gustó, que te cobran 200 euros de recargo por una noche que me quedé en el hotel. Me parece excesivo.

Großes sehr schönes Zimmer, perfekter Schallschutz durch 2 Türen

Gym

Good location Concierge was excellent really helpful nothing too much trouble

Not being able to use pool as our Grandson was under 1; and as such Hotel restricts use to 9 to 10 am and 3 to 4 pm even though pool is empty

We had a wonderful stay at Hotel Urso. We enjoyed the beautiful rooms, spa, piano in the lobby, and both restaurants. Sara in the breakfast restaurant, Maria, Ana. Valentina, and Peatrice were friendly and helpful at the front desk. Alberto and all the bellmen were courteous. Denise and Luciano were marvelous concierges. Overall, the staff members were all fantastic. Hotel Urso is beautiful and we’d highly recommend staying there!

I stayed at the hotel with my friend for a short trip to Madrid, for watching a Champions League match. The rooms are comfortable. The location is excellent, making it a strong choice for a stay in Madrid.

I booked Urso Hotel & Spa through my Chase Sapphire Reserve points, part of the Edith Collection, which promises early check-in (upon availability), late check-out, an upgrade, $100 credit, and a welcome amenity. On paper, it sounded like a perfect five-star experience. In reality, it was anything but. We arrived at 10:00 a.m. and were told there were no rooms available—and no idea when one might be ready. Fair enough, but when I politely asked which room category we’d been assigned, I was curtly told there would be no upgrade because the hotel was “full.” The receptionist’s only suggestion? “You can sit in the lobby or go out for a walk.” I asked if we could at least have breakfast while waiting and was told, “Of course—but you’ll have to pay.” A warm welcome indeed. When our room was finally ready, we discovered it was a handicap-accessible room, complete with a shower that flooded the entire bathroom floor. So much for comfort. When I asked to move, I was told there were “no other rooms available”—unless I wanted to pay €600 extra for a suite. The so-called “gift amenity” was a single chocolate, the same one given during turndown service. I’ve received more thoughtful welcomes at mid-range hotels, let alone at supposed five-star properties. Breakfast the next morning was chaos. The staff looked half-asleep; my eggs Benedict never arrived even after 30 minutes and three follow-ups. The spa? A single large jacuzzi pool, no sauna, no steam bath—hardly the “spa experience” they advertise. Urso may have the decor of a boutique luxury hotel, but the service standard felt more like a tired three-star property. For a brand under the Edith Collection and affiliated with Chase’s luxury portfolio, this was a glaring disappointment. Perhaps I’ve just been spoiled by what true five-star hospitality looks like in Asia—where guests are valued, not tolerated.