Brach Madrid

I stayed one night at the Brach on a business trip and I wished I could have stayed longer! …

Lovely interior design, outstanding service and great location! Only disappointing point is the restaurant, food is very average unfortunately

Do not stay here if you expect five-star service. We paid $1,100 per night and were forced to sleep with all the lights on because the only way to power our chargers was to keep every light in the room illuminated. The outlets did not function unless the room was fully lit. On our first night, a technician attempted to fix the issue. On the second night, we spent over an hour dealing with the front desk, only to be moved to another room with the exact same problem. Near midnight, they offered us a third room—an unreasonable solution given the hour, the repeated inconvenience, and the fact that we had to wake up at 4 a.m. for an early flight. My in-laws, staying in one of the hotel’s most expensive suites, experienced the same electrical malfunction, which resulted in an electrical burn to their chargers. Throughout the entire ordeal, the front desk made no meaningful effort to resolve the situation. Their attitude was dismissive, repeatedly stating, “We offered you a resolution,” as if that alone absolved them of responsibility. I spent over an hour in the lobby—in a robe, with wet hair—being shuffled back and forth with no empathy or competence shown. The staff member assisting us was indifferent, arrogant, and completely unable to grasp the inconvenience of being asked to change rooms not once, but twice. Beyond the severe electrical issues—present in multiple rooms, including the presidential suite—the service in the downstairs restaurant was equally poor. We waited more than 20 minutes for our first round of drinks and an additional 30 minutes for the second. The staff appeared uninterested and untrained. Once again, an indication of the type of people this hotel hires. This hotel does not value its guests or understand the fundamentals of hospitality. A complete waste of time and money