Lujo Silencioso en Plaza Mayor! Nuevo y Diáfano

Poor condition. Poor maintenance. Beds are small and cracking. Paint is peeling. Bed smell of food coming up from floor beneath.

Small shower's space in one of the bathrooms (2 bathrooms). Uncomfortable to take a shower.

Mattress was too soft but the apartment was ok.

Nothing really

I had a deeply disappointing experience with this property. We booked the apartment for September 9th-10th, and the apartment was in an unacceptable state—there was hair in the bathrooms and on the bed sheets, which were stained and clearly not changed. The photos on the booking platform were highly misleading, and it was obvious the apartment had not been cleaned before our arrival. Despite agreeing to check in at 1:30 PM, we arrived at 2:37 PM after dealing with city navigation challenges and traffic, especially since the host provided no assistance with parking. What’s concerning is that the host is now falsely accusing us of arriving at 3:30 PM and claiming we had agreed to check in at 1:00 PM. I mention this because the host is attempting to mislead Booking.com to prevent us from receiving a refund. However, I have proof from our WhatsApp conversations, which clearly show the agreed-upon check-in time and our actual arrival at 2:37 PM. Additionally, the host communicated via WhatsApp instead of the official Booking.com platform, which is important to note. We spent only 15 minutes in the apartment before sending a complaint to the host, including photos that clearly demonstrated the poor conditions. We wanted to leave immediately and requested a refund as the apartment was not in a livable state. However, the host was dismissive and unhelpful. They are now lying to the platform, falsely claiming we stayed for an hour before deciding to leave, when in fact, we checked in around 2:37-2:40 PM and sent the complaint photos at 2:55 PM (I have proof of all this, despite their attempts to alter the narrative). I’ve submitted formal complaints and provided clear evidence of the unclean conditions and false claims, yet Booking.com has not helped resolve the issue or refund our money. I’m extremely disappointed that a platform I frequently use allows this kind of service—beware of this host’s lack of accountability, uncleanliness, and refusal to address issues.