MADRID CENTRO - CALLAO - GRAN VIA - MUY CENTRICO

Small washroom

This was one of the worst travel experiences I’ve ever had. I booked this apartment for a one-night stay with friends, hoping to enjoy our only afternoon in Madrid. The check-in window was ridiculously short – just between 14:00 and 15:00 - which I discovered on the day. He asked me to book a time and said I couldn’t be late (?), I said I would arrive at 15h. I messaged the host well in advance to let them know I would be arriving slightly later, around 15:30, and even shared my phone number for direct contact. Despite 15:30 being a completely reasonable time, the host was rude from the beginning and refused to come then. Instead, they told me they would only come at 17:30 — two hours later. Even though it was unacceptable, I agreed just to avoid ruining our plans. But in the end, they never showed up and cancelled the booking, falsely claiming I was rude when we talked (I don’t speak Spanish and was trying to speak in Portuguese with him as he didn’t speak English) and marking me as a “no show.” We were left outside the property with our bags, extremely stressed, and had to find last-minute accommodation elsewhere – also through Booking. We lost our entire afternoon trying to resolve the situation. I submitted all the proof, including screenshots and photos in front of the property but Booking refused to help, hiding behind the excuse that I arrived “late” — just 30 minutes after the agreed/listed time. It’s outrageous that both the host and Booking used a one-hour check-in window as justification for refusing a refund, as if this is normal or acceptable for travellers arriving from other cities or countries. Their customer service was useless, and the host’s behaviour was dishonest and completely unprofessional. Avoid this place at all costs.

The property was a bit worn out. There were some stains on the pillow cases and towels. We were only given one towel per person (no face towel, just a body towel). The mattress was a bit soft. It seemed to have been used for a long time.