Be Mate Gran Vía Suites

[UPDATED: It’s frustrating to see the company gaslight us. I’ve added the photo showing our September request for sofa beds in both apartments for our December trip, along with their confirmation. That was definitely more than 24 hours ahead.] We stayed in two apartments over Christmas 2025. The location deserves five stars: they’re central, within walking distance of Gran Via, several metro stops, and lots of attractions. The rooms get four stars. They’re spacious and have what you need for a longer stay, including washing machines, ironing boards, Wi-Fi, enough hot water for several people to shower one after another, and cookware for simple meals on the induction hob. But the cleaning was poor. We dropped a credit card under the pullout couch and found layers of dirt and dust when we lifted it. The cookware was dirty too. Service gets one star. Things began badly: we received an email to register only one of the two apartments for our party of six, then heard nothing else until the day we landed. We were walking to the apartment in the rain, in 40F weather, carrying all our luggage with a tired child after almost 24 hours of travel. We asked them to rush the other registration so we could get inside, warm up, and shower. They dismissively told us to “just go to the other one.” That was the smallest apartment for two people, where we could barely fit the people, luggage, and stroller. It set the tone and made us feel they didn’t care about quickly solving problems. Once we got into the four-person apartment, we found that the bathroom sink leaked badly, with the water pouring onto the floor. Housekeeping must have either missed it while cleaning or known about it and left it unrepaired. When we contacted them, they first asked why we didn’t try fixing it ourselves. We’re not plumbers. Then they said they’d come in a day or two because of the holidays, leaving us to wash our hands and brush our teeth in the kitchen sink for days so the bathroom floor wouldn’t flood. We had requested pullout couches in both apartments, but only one was set up. The first night, someone slept on the couch under winter jackets because there were no pillows or blankets. We set it up ourselves the next night, but didn’t know how and it collapsed onto a 65-year-old woman, pinning her dangerously against the wall. When blankets eventually arrived, housekeeping took them away again after questioning how many people were in the two-person room. We shouldn’t have to justify why a 65-year-old grandmother wouldn’t share a bed with her 18-year-old grandson. It’s none of their business who sleeps together. We had to complain again to get the blankets back. After all that, staff still argued over the 20 euro pullout couch fee, despite our request four months in advance, the couch not being set up, its collapse, and us going without blankets for part of the stay. They made one false claim after another, including that we’d booked for only five people. After hours of arguing, they waived the charge. For a hospitality business, the service was horrible. Be prepared to fight for even the basics.