Smartr Madrid Atocha

Sofa bed was broken. I suffered from back pain for over a week. Linens were dirty.

First, the apartment they gave us was not the one we had selected when booking the place. The apartment they gave us was much darker. The biggest problem was that it only had 3 beds, despite of being 4 people in our group/family. When I called SmartRentals, they asked me to use the sofa bed in the living room. Problem was that the sofa bed: a) didn't have an actual mattress, and b) was old and filthy (see pictures). They did send a mattress after a while, but all beds were very uncomfortable in general, so bad nights all along. Finally, and I know this is not critical, but speaks to the poor quality of service... they only gave us one roll of toilet paper for the entire stay! So all in all... worst experience I have ever had with this type of rentals. I tried to have them move us to a different apartment, but were completely ignored after giving them my feedback. I strongly recommend staying away from any SmartRentals location.

Great location. Check in was not particularly easy.

We were very disappointed by our stay here. Smart Rentals cancelled our booking at Atocha but assured us the apartment was of the same size and quality. Instead we stayed in a very dirty apartment which was noisy and the second bedroom was too small for two people to stay in. The condition of the furnishings and flooring were poor. Indeed we felt dirtier after taking a shower as the floor in the bathroom was so filthy. The toilet seat had been glued before but broke in two after the first days use.There were bare lightbulbs in the apartment, the cushions for the outdoor seating area had disappeared and the safe was broken. The communal areas were worse with heavily soiled flooring and rotten waste smells throughout the stairways. The apartments are sharing a building with a restaurant and bar which means the place is very noisy. We heard noise from the bar still at 3 am. We complained to SmartRentals whose answer to all our complaints was that “it’s legal under Spanish law”. We doubt the unhygienic conditions are. It cast a shadow over our visit but Madrid is a fantastic city..just stay somewhere else! Expedia please help us get a refund.

Great location, perfect condition, spacious apartment.

We enjoyed our visit to Madrid. The location is very close to the Prado, other interesting sights and many good restaurants. The staff at the desk was very nice. The apt is not fancy, but perfect for our visit. My only complaint is that there was very little hot water, about the first 15 seconds of your shower. There is not always a person at the desk so you need to call or email if you have questions. Our first taxi driver had no problem finding the location, but, several of them were confused. Keep your google maps handy to assist them if needed. There is a washer, but, not a dryer.

At the original time of booking in February Madrid Rentals only had pictures that appeared to be for one rental unit. Since our complaint they have added many more photos highlighting the fact that this building houses multiple units that they offer on premise. The VRBO sight for the last two months does not show any reviews for this property and I am not sure if this one will be posted which should be a red flag for you. Due to a computer prompt from VRBO on behalf of Homeaway to complete our booking after a payment was made, we believed our card was declined so we used a second card to secure the booking. This was after checking with VRBO who initially claimed they couldn't find our original inquiry. The result was our booking two apartments two days apart and this VRBO sight booking only allowed for instant booking with NO REFUNDS. There was no option to get money back on this listing. Multiple calls to VRBO help department (who were very responsive and tried to assist) and Madrid Smart Rentals left us with no relief from the second apartment booking which was not refunded despite our attempts to explain the computer error two days apart. I spoke to the manager Javier who was polite and stated he understood and would look into it. He chose to email me and they stood by the fact that their are two bookings and no refunds and wished me luck with our booking agent.(VRBO) I am still waiting for an investigation on my behalf with my credit card company but Madrid Smart Rentals on this location has no reviews for the last two months. They refused all attempts to cancel the one of two booking by me, VRBO and the local law enforcement agency who called in on my behalf. That is their business decision so you make up your own mind on whether you want to do business with them. They do have a front desk staffer (Christina) who was attentive and tried her best to assist us but her efforts were also rebuffed by management. The apartment was adequate and (this is not sour grapes) it was fine for a run of the mill non residence/corporate run unit. The location was central enough but there are plenty of owner occupied places that I believe will give you a more personal and less corporate feel than we got from this organization. I can not recommend doing business with a company that refused to show reasonable accommodations given the circumstances. George

The location was perfect! Close to everything we could possibly want to do! Staff was super helpful and very available. Amenities were excellent. Highly recommend!!!!

Great location and welcoming staff

The hotel was fine for our needs and we really enjoyed our stay, Staff were excellent. However we would have liked a broom or dustpan/brush to enable us to sweep floor, there was also no drying cloth for washing up. Our last night was a little noisy as the people in the room above us appeared to be wearing clogs and spent most of the time walking between rooms