1881 Madrid Ventas Hotel

We had planned to spend Christmas at this hotel, but a serious accident involving my husband meant we couldn't travel. We had a non-refundable booking, so we contacted the hotel to explain what had happened. The management and staff showed real understanding and compassion, and refunded the full amount without hesitation. During a very hard time for our family, that meant more than we can express. It showed the hotel's human and social values, as well as its professionalism and empathy toward guests. We're sincerely grateful for their kindness and support, and hope to visit in the future under happier circumstances.

The elevator seemed unsafe when it stopped, which raised serious safety concerns. Housekeeping was extremely poor too: I found hair on the bed, the room smelled unpleasant, and there were numerous black spots on the walls. Because of these conditions, I left the hotel, but they refused my refund request. This was the worst hotel experience of my trip to Spain.

The team was very good, and the rooms were nice and clean. We had no other problems, but the bathroom drain was clogged and the bathroom flooded. It's very close to the metro. If you're looking for a good price-performance hotel, you could choose this one.

The rooms are spacious and cleaned daily, and the staff are very friendly and helpful. They all speak English too. El Carmen on Line 5 is close by, so you can get into the city center easily. A really nice place to enjoy Madrid.