Pousada Casa Madrid

The staff were polite and helpful, and the rooms we got after the renovation were new and in decent shape. The hotel is in the city center, but other things let it down. We stayed the weekend of January 18 and 19, and breakfast had stale, rancid items like French toast, cake, and tapioca bites that were hard and seemed three days old. The bread was bought fresh that day, and tapioca and eggs were made to order. For the price, it left us dissatisfied and with no intention of returning.

A very nice setting, with a really good breakfast. The staff were helpful and polite.

We were treated disrespectfully from beginning to end. The owners refused to speak with us or explain anything, and simply told us to seek legal action to recover our money. The manager called us liars, and the customer service team seemed completely unprepared. The manager supposedly couldn’t talk because she was sleeping, and, according to what she said, better rooms go to long-term residents while new guests get whatever is left. That was never disclosed when we booked. The stay was nothing like the Instagram advertising, which showed modern rooms, welcoming service, and attractive areas to visit. Our room smelled musty and had several defects, the TV didn’t work, and the terrace with the pool was locked and out of service. I wouldn’t recommend this inn to anyone. I’m going to pursue my rights over the psychological and financial harm done to me and my family.

The best thing here is the location, and the rooms are clean and spacious. But a lot needs improvement before the hotel can justify its prices. Staff didn’t know how to help tourists with directions, information, or local guides, so you’re left to figure it out online. The hotel was under construction, with lots of daytime noise, and guests weren’t told at booking. Breakfast was inconsistent. On some days the cheese was past its best and the butter was rancid, although they did make tapioca and eggs to order. My room looked out onto a roof, and the double bed was behind a wall where the air conditioning didn’t reach, so I ended up sleeping in a single bed. They advertised the terrace, but the pool wasn’t cleaned, making it impossible to stay there in the sun. The hotel also isn’t accessible.