אלעד י.
Google
Title: Avoid this hotel – misleading policy, zero customer service, refused a simple date change
I am writing this review to warn other travelers.
I booked this hotel through an intermediary (Agoda/Booking channel). Within minutes of booking, I realized the date was incorrect and immediately contacted the hotel by email and WhatsApp with proof.
I did NOT ask for a cancellation.
I did NOT ask for a refund.
I asked for ONE simple correction: to move the reservation by 1 day, same room, same rate.
The hotel completely refused to help and hid behind “policy”, even though the request was made immediately and the room/rate were identical.
After days of chasing them, their “Experience Manager” replied with a copy-paste message saying they “applied the policy with the corresponding penalty” and that I must request the invoice from the hotel directly — while at the same time refusing to provide proper documentation and refusing any real solution.
This is not hospitality.
This is a business model based on trapping guests with technicalities and refusing reasonable requests, even when the mistake is reported instantly.
If you value basic fairness, customer service, or transparency, do yourself a favor and book somewhere else. There are plenty of hotels in Madrid that treat guests with respect.
I have full written evidence of every message and refusal.
Final rating: 1/5. Avoid.