Hotel Madanis

My boyfriend and I had two separate reservations, one night apart, both for a king-size bed. The only positive aspect of our stay was the location, which was excellent and very convenient. Unfortunately, our experience with the hotel’s customer service was extremely disappointing. Upon entering our room, we found that the “king-size bed” was actually two single beds pushed together. When we asked to be moved to the room we had booked, we were told the hotel was fully booked and to check again the following day. We were asked to bring all of our luggage downstairs so they could relocate us if a room became available. After carrying everything down, we were immediately told that no rooms were available after all, forcing us to carry all of our luggage back upstairs. Before returning to our room, the staff told us that, since they could not provide the room type we had booked, they would at least secure the two single beds together so they would not slide apart and would feel more like a king-size bed. While we appreciated the effort, it still did not match what we had reserved, and no apology or compensation was offered for the inconvenience. At check-in, we also asked whether we could remain in the same room since our reservations only 1 day apart. We were told that this would not be a problem. The following morning, we specifically asked whether we should move our luggage to storage or leave it in the room, and we were explicitly instructed to leave it there. Instead of contacting us before or at check-out, the hotel only attempted to reach us three hours after check-out time. As we were out of town without phone service, we did not see the message until the following day. We were initially told we would be charged a late check-out fee, but this later changed to being charged for an entire additional night - at a rate almost twice what we had originally paid. When we returned, the staff even suggested that we would not be allowed back into our room unless we paid. Throughout the entire discussion, every staff member denied ever telling us to leave our luggage in the room and refused to acknowledge any responsibility for the misunderstanding. In the end, we agreed to a compromise simply because we did not want to spend more of our holiday arguing with reception. The location may be excellent, but the lack of communication, accountability, and professionalism completely overshadowed our stay. I cannot recommend this hotel to anyone who expects reliable customer service or staff who take responsibility for their own mistakes.

We booked a double room but were assigned a twin room upon check-in. The staff told us the hotel was fully booked and asked us to come back the following morning to change rooms. We trusted their instructions, packed all of our belongings, and brought everything downstairs. However, the next morning they suddenly changed their story and told us that no replacement room was available. We also had a one-night gap between two reservations, so we repeatedly asked how we should check out and what to do with our luggage. Two different staff members told us on three separate occasions that we could leave our luggage in the room. We simply followed their instructions. Later, however, the hotel denied ever giving those instructions and initially demanded an additional €176. After a lengthy dispute, we eventually paid €88 to resolve the situation. In my opinion, this entire issue resulted from the hotel's incorrect room allocation, inconsistent instructions, and refusal to take responsibility for its own mistakes. Instead of accepting responsibility for what appears to have been caused by inadequate staff training, the hotel still charged us additional money. I consider this conduct misleading and have therefore filed formal complaints with Agoda and the relevant consumer protection authorities. The service and customer support were extremely disappointing. I hope other travelers are aware of this experience before choosing to stay here. P.S. Agoda also prevented me from posting a review on its platform. The hotel initially refused to provide us with access to our luggage and room unless we paid the disputed amount. They also stated that they would call the police if we refused to pay. I ultimately agreed to pay €88 solely to avoid spending more time arguing and to continue my trip. Based on my experience, I believe the hotel handled this situation unfairly and unprofessionally.

Everything was excellent, the staff were very friendly, and the breakfast was delicious with a great variety of options. The location is fantastic, in a quiet and pleasant neighborhood, and the metro is very close, just a few stops from all the main sights. I would warmly recommend this hotel.

I have never been in my life in hotel where you need to define 30 min slot when you are going to take a breakfest. Very poor choice of food, only few tables in restaurant and there are 30 rooms in hotel.