CIELO Madrid Studios

The automated check-in and check-out were easy to use, and the staff were really nice. The place was tidy and clean, and it’s about a 4-minute walk to the subway, which gets you around Madrid. I’ve stayed once and will be back soon.

It’s a little far from the city centre, but there’s a good range of public transport about a 5-minute walk away. The building was clean and smelled nice, and the room itself was recently renovated, spotless, and excellent. It had great air conditioning and a wide range of appliances: an espresso machine, microwave, fridge, dishes, plates, cups, wine openers, pans, wine glasses, soap dish, and sponges. The bathroom was spacious too. They’d left tea bags and coffee capsules for the machine, which was a nice extra.

The property was new and clean, but that didn’t make up for how little help we got when we needed it. My friends had a terrible stay at this studio-hotel in Madrid, and I deeply regret helping the three of them book it. When they arrived around 7:20 PM, nobody was at reception, despite the advertised desk hours running until 8:00 PM. They also hadn’t received any check-in details beforehand. They waited outside with their suitcases until another guest let them in. At over €100 a night, that’s a miserable welcome. The bigger problem came when they left early on June 15, 2025, to catch a flight. They followed the instructions and dropped their key cards in a box by the elevator. While carrying several suitcases out in trips, the front door locked with one suitcase still inside. They had no cards and no staff to help. Repeatedly ringing the bell got no response. I tried every number on the website and social media with no answer, and the emergency number on the check-in machine was switched off or out of network. After 20+ minutes, they had to leave for the airport without a suitcase containing a laptop and valuables worth over €3,000. Around 20 minutes later I finally reached someone on the hotel's mobile number and suggested sending a taxi right away to collect the bag. The staff member first agreed, but when the taxi arrived she said they couldn’t open the door. There had been a misunderstanding, as she thought I was at the hotel in person, and I explained I wasn’t. Then we were told the guests should have called a different number between 9 PM and 9 AM, though that number was written only inside the room and they were already locked outside. I was also told they’d simply forgotten their luggage and were trying to blame the hotel, and that three adults should have known better. What had started as vague cooperation turned into blaming the guests. They said my friends should arrange and pay for a courier, even though the hotel hadn’t provided basic help. Only after I said I’d recommend filing a police report for damages did they offer a possible solution. This is a studio-aparthotel with reception, keycards, and video surveillance, not a place where guests should expect to be left alone. Yet no one was available to help at check-in, check-out, or in an emergency. Communication was poor, and so was accountability. For over €100 a night, I expected basic support and professionalism, not just walls and Wi-Fi. I wouldn’t recommend staying here. Madrid has plenty of clean, modern places that won’t leave you locked out, ignored, and blamed. I’m happy to share the other opinions and experiences below, which are much like mine, in Spanish or Mandarin if anyone needs them.

Vera, the reception manager, saved our trip. We were there for my daughter’s first birthday, and a booking-platform mix-up left us stuck in the middle of the great power cut. Vera personally called other hotels to find us an emergency room, then rang several taxi services so we could get to the airport despite the outage. She even gave us a couple of breakfast passes to cheer us up. We’re truly indebted to her. STUDIO CIELO, you need to promote this hero! The room was spacious and very clean, and the location was excellent. I’d definitely stay here again in Madrid.