Bruce Tokiwa
Google
While the location and the responsiveness of the staff was pretty good, a hotel/apartment is booked to bring a pleasant end to your day....and this did not occur, so had to go with the one star. We had already been travelling for 2 weeks across Northern Spain and were fortunate enough to have decent stays along the way.
The first night here (after a very long day, 3.5 hr train ride and out all day/evening enjoying Madrid), I would have guaranteed an easy night of sleep.
My side (Couple) of the bed was soft and uncomfortable. The room (#66) was also quite noisy as we faced the street and the windows were single-pane (at best!). I proceeded to take the cushions off the couch and placed them on the floor...what a surprise when doing so (see the couch pic below). After lying down on the cushions, I could feel a draft, but the sliding door was closed and the a/c was set but not blowing.....so I basically got dressed to sleep on those cushions.
My spouse was visiting with relatives and came back and crashed sometime through the night; I maybe slept a total of one hour. The next day started early, as I was visiting family, so I had a quick shower (good!) and went on with my day thinking that maybe the issues were in my head.
Came back the second night, eager for a good night's sleep....bed was no different, so I once again slept on the cushions on the floor.
Same issues, noisy with the single-pane glass, drafty and uncomfortable....little to no sleep + my spouse experienced the same!
We showered and went down to discuss with the front desk. The young lady at the desk was pleasant, understanding and willing to try and rectify the situation. Shortly, a gentleman came out and acknowledge our discomfort by mentioning that they were in the process of renovating those rooms.
He then asked why we did not let them know yesterday....and i asked him why they did not let us know about the room when the hotel knows about it and are in the process of correcting it, especially since we booked and paid for the room almost 6 months ago.
They talked about a refund for 50% of one night, which I did not feel acceptable (I asked for one full night). THere was no response, but they were going to find us another room.
Later that day, Jean Carlo tried to put us in the room next door (#65) which is on the same street side, with little to no window improvements (except for a film across the windows). My spouse had to let know immediately, and then they finally moved us to another room (#58) which had a bedroom door to close off the bedroom for a couple of hours of sleep, and bed was much more comfortable.
In the end, hotel, staff and location are good, but you MUST ensure that your room windows are decent, otherwise you will not sleep.