Acevi Villarroel

The receptionist with glasses handled my brand-new suitcase on Friday. When she gave it back, it was torn. I told her about the damage, and all she said was, “Oh, I can do nothing.” That response was unacceptable. I expect much better care, responsibility and service from a hotel. I was very disappointed with the stay. The mattress was extremely uncomfortable, and the room felt old and poorly maintained, which made everything more unpleasant.

The spa was amazing, and the facilities overall were great. When we mentioned it was our anniversary, the staff booked it just for the two of us, even though it's usually for four people. It was included with the booking. Great hotel, and very friendly staff.

We were surprised by how big the room was. It had a separate sitting area, and the bed was large and comfortable. The neighborhood felt friendly, with amazing restaurants and an accessible location, just a five-minute walk to the metro. The breakfast wasn't worth the money. There's a good coffee shop around the corner I'd recommend instead. Still, it was a great experience and good value for money. We'll definitely stay at this hotel again.

The sewage smell was awful, both in the hallways and in my room. The air-conditioning vent seemed to send it right into the room, mixed with a musty smell. The carpets need replacing, and it felt like the hotel wasn't cleaning and maintaining things enough for the number of people staying there. They tried to move me, but that was pointless because the smell was throughout the hotel. The front desk person wouldn't have the manager contact me. I emailed twice, and only at the last minute did they want me to switch rooms, which made no sense. I asked for one night's credit on a four-night stay, a reasonable request, but they refused, so I disputed the charge with my bank. At 200+ Euros a night, I expected proper service. Refusing that just makes the hotel look worse. All I can do is give one star and dispute the charge. I strongly suggest finding another hotel until this place does major renovations. The spa is nice, but it wasn't worth the price or the horrible sewage smell.