Smartrental Collection Gran Via Centric

Unfortunately, our experience at this hotel was extremely disappointing. We originally booked this property by mistake, and we fully acknowledge that the booking error was ours. However, on the very same day, we went in person to another hotel from the same group to explain the situation and ask if there was any possibility of changing our reservation. We were told that they would contact us, but that call never came. There was absolutely no follow-up. From the moment we arrived, the first impression was not good. The entrance immediately reminded me of a run-down hotel in New York — certainly not what we expected based on the impression we had when making the reservation. Unfortunately, things did not improve once inside. The cleanliness was well below acceptable standards, there was an unpleasant smell, and the bathroom was in poor condition. The toilet was actually loose and moved when being used, which made us feel very uncomfortable. At that point, this was no longer simply about having booked the wrong property. The condition of the accommodation, combined with the lack of communication and customer service, made us decide to leave and pay for another hotel for the remaining two nights of our stay in Madrid. We were traveling on vacation and wanted to enjoy our time in this beautiful city, not spend it dealing with problems at our accommodation. We understand that mistakes happen, including our own booking mistake, but cleanliness, proper maintenance, and basic communication with guests should be expected from any hotel. Sadly, this property did not meet those basic expectations, and our experience was very disappointing.

The location is amazing; we had studio 903 with a private terrace and amazing view of the city and square. We also had Breakfast and dinner booked which was great idea with a mobility challenged spouse. Food included was outstanding and the staff was beyond wonderful. Thank you to Michael in the restaurant, Yassin and the rest of the amazing staff that made our 5 days the BEST!! Couldn't be more pleased !"

We are having a wonderful stay at this hotel and were truly satisfied with every aspect of our experience. From the moment we arrived, the staff was incredibly friendly, welcoming, and always ready to help. The apartment was spotless, spacious, and very well equipped with everything we needed. The location is very central, making it easy to explore the city, and the view is absolutely perfect. We traveled with our toddler, and the apartment was ideal for our family. There was plenty of space, making our stay comfortable and relaxing. We can't wait to try their breakfast tomorrow morning! Based on our experience so far, we would highly recommend this hotel to anyone looking for a comfortable, family-friendly stay with an excellent location, outstanding service, and breathtaking views.

Amazing friendly staff. Ready and very willing to help. I am from USA and don’t know Spanish they were understandably kind and worked with me to understand me. I travel a lot and definitely would give these staff the highest ratings without reservation. The rooms are clean and very accommodating. Even after checking in the staff came and asked if everything was good and if I needed anything. Definitely recommend this hotel