Avoid this company
Avoid this property and, more importantly, avoid the company managing it.
This management company demonstrated one of the worst examples of customer service we have experienced. We arrived with six pieces of luggage and made a simple and entirely reasonable request: to leave our bags in the apartment while the cleaning was being completed.
Their initial excuse was that they could not allow it because the cleaning staff was inside and they did not want to assume any risk if something went missing. While inconvenient, that explanation was at least understandable.
Once the cleaner finished and left the apartment, we contacted them again. At that point, their stated concern no longer existed. Nevertheless, they refused a second time for no legitimate reason other than a rigid and indifferent attitude toward their guests.
The situation was made worse by the fact that there are no convenient coffee shops or places nearby where a family can comfortably wait with six large suitcases. We were left standing in the street with all of our belongings, surrounded by homeless individuals, with nowhere reasonable to go.
What is most troubling is not the refusal itself, but the complete lack of empathy and common sense. Any company that values its guests would have shown a minimum level of flexibility and courtesy. Instead, we were treated as if our inconvenience was irrelevant.
Companies like this do not deserve your money. Hospitality is about service, professionalism, and treating customers with respect. In our experience, this management company failed on all three counts.
There are many better options in Madrid run by people who actually understand what customer service means.
This management company demonstrated one of the worst examples of customer service we have experienced. We arrived with six pieces of luggage and made a simple and entirely reasonable request: to leave our bags in the apartment while the cleaning was being completed.
Their initial excuse was that they could not allow it because the cleaning staff was inside and they did not want to assume any risk if something went missing. While inconvenient, that explanation was at least understandable.
Once the cleaner finished and left the apartment, we contacted them again. At that point, their stated concern no longer existed. Nevertheless, they refused a second time for no legitimate reason other than a rigid and indifferent attitude toward their guests.
The situation was made worse by the fact that there are no convenient coffee shops or places nearby where a family can comfortably wait with six large suitcases. We were left standing in the street with all of our belongings, surrounded by homeless individuals, with nowhere reasonable to go.
What is most troubling is not the refusal itself, but the complete lack of empathy and common sense. Any company that values its guests would have shown a minimum level of flexibility and courtesy. Instead, we were treated as if our inconvenience was irrelevant.
Companies like this do not deserve your money. Hospitality is about service, professionalism, and treating customers with respect. In our experience, this management company failed on all three counts.
There are many better options in Madrid run by people who actually understand what customer service means.
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