Beatrice Mancinelli
Google
Disappointing Experience at One Shot Lucana Madrid
Our stay at One Shot Lucana in Madrid was far from the four-star experience we expected. From the start, we encountered issues that made our stay uncomfortable.
On the second day, we had to change rooms because the window in our original room wouldn’t close properly. This was inconvenient and disrupted our plans. Given that basic maintenance should be a priority in a hotel of this category, we found this unacceptable.
To make matters worse, the hotel refused to grant us a late checkout, even though it seemed clear that they had available rooms. The manager (i don’t remember clearly her name but her surname Was suarez) she was completely unhelpful and inflexible, immediately shutting down our request without even checking for possible alternatives. Her attitude felt dismissive and unaccommodating.
This was especially frustrating because I was running a fever, and given the cold, rainy weather outside and our late flight, staying a couple more hours in the hotel would have made a huge difference. A little empathy and flexibility would have gone a long way, but unfortunately, we received none.
Overall, the hotel did not live up to its four-star rating. While the location might be good, the service and lack of customer care overshadowed any positives. We wouldn’t choose to stay here again.
