2/10 Terrible
Carlos, Homestead
Travelled with family
1 Dec 2025
Disliked: Staff & service, property conditions & facilities
I have stayed at this hotel many time when visiting Madrid, and until now, my experiences had always been positive. Unfortunately, this last stay was very disappointing. I booked and paid for two deluxe rooms, but upon arrival we were given two standard rooms. Despite repeatedly explaining that the room was not the category I had reserved, the hotel kept my family and me in the lower-category room for two nights.
The rooms we were placed in were dusty, had dirty furniture, and the air conditioning was broken. The hotel staff made no effort to resolve the issue proactively. I ultimately had to contact Expedia who intervened and facilitated the move the rooms that we had originally paid for.
Even after acknowledging that we had been placed in the wrong rooms, the hotel made no attempt to refund the rate difference for the two nights we did not receive the correct category.
As a frequent gust, I expected much better service and accountability. This experience has made me seriously reconsider staying at this property in the future.
Carlos
Stayed 8 nights in Nov 2025
