Cibeles Beachfront - EaW Homes

No staff at all

We paid a deposit but it was never returned nor they explained why they didn’t reply, we have contacted them through phone and WhatsApp and still no reply , it is kind of a rip off. Beware please don’t leave a deposit.

That they didn't clean and change on the bed as we were told. The water was stopped without that we had got any message. We also have to pay 200 Euro if we damage anything before we could get inside. Nobody came and looked before we left the apartment to see together with us that everything was ok. That is not how I like it.

No paper towels in kitchen and only a couple of rolls of toilet paper in the bathroom. The place had two coffee machines, but no filters for one and no coffee-tablets for another. Kitchen is well equipped with pots/pans/silverware, it would help if there was salt/pepper/spices/dry stuff that doesn't get old easily ready for food preparation.

Me and my friend stayed here for one week. They had put up signs in the bathroom to be careful with the towels, if the towels got damaged they would charge you from the deposit (200 euros). This was not a problem and we were very careful with the towels and only used them for the shower and drying of the hands. 9(!) days after we checked out - we get a clearly standard message telling us that we have ruined the towels and they will charge us from the deposit (550 euros). They sent us pictures of the dirty towels that we have left in the apartment, still with some residue make up and bodylotion with sunless tanner on them. They hadn’t even tried to wash them and they said that they used a professional cleaning service. I have white towels at home and get makeup och sunless tanner om them all the time - it goes away easily after one wash! Otherwise we wouldn’t have used them. The pictures they sent of the towels were still wrinkly from laying in the apartment where we left them so this is clearly a way of scamming custumers because they want to make an extra buck. When we said that it was bodylotion with sunless tanner and makeup residue - they very rude and wrote us ”We can not believe that you used our towels with sunless tanner!!” Even when I talked to the staff at Booking.com who read all of our conversation and saw the pictures they said that they acted Very unprofessional and agreed that you can not claim a charge after 9 days after check out and clearly they hadn’t tried to clean them. We also ordered a transfer through them at 4:00 in the morning to the airport that didn’t show. We had to get an Uber and this caused us to be late and extra charges. They are not to be trusted and they will do anything to get you to pay extra.