Mars Suites Zapata

We have third-party evidence as well as our own, and our suspicion is that reservations are being forcibly canceled to raise prices. We can't confirm that, and the police will have to establish what happened. Still, after paying around €40 for accommodation, we saw that it's now €120 for a trade fair we're actually going to attend. That feels like another sign this could be a scam. Our confirmed reservation was forcibly canceled, so we'll have to file a police report. Booking.com says it can't help because the reservation was canceled, and hasn't offered support or assistance. The building's concierge told us this has happened to other people, including cases where people were locked out at 3:00 AM. We've already spent two hours trying to sort it out with Booking.com, and soon we'll have to pursue it legally. I'd advise anyone visiting Madrid to avoid this guesthouse. If this has happened to you too, report it to Booking.com and the police.

My parents stayed here for a night because we had no spare room at home and the place was close. Never again. The customer service was rude and not much of a service. They insisted on check-in rules so strict they were unmanageable, seemingly to avoid having a receptionist and paying someone for the job. They don't understand the Booking.com integration, and emails don't arrive, which is a problem with rules that strict. Something smells fishy. Either they don't have a license to operate and can't afford a receptionist, or they don't want to cover the cost. Either way, avoid staying here. RUN WHILE YOU CAN, AVOID STAYING AT ALL COSTS!!

Room 2, I don't know about the others, held a lot of heat from the facade and had poor ventilation, a problem on very hot days. The room was visibly dirty, with dust and hair on the floor. The shower flooded because the drain was poor, and the screen didn't close properly, leaving the bathroom soaked. The TV remote didn't work, and the kitchenware was so limited it was difficult to use. We had a confirmed Booking.com reservation saying check-in was between 3:00 PM and 8:00 PM. When we arrived, there was no reception desk, and we had to contact the property to arrange check-in. That hadn't been clearly explained in advance. The person in charge was slow to respond and gave unclear instructions. They said they were already in the apartment, then left us waiting on the street without telling us how to get to the complex. We waited two hours in the rain. No one even apologized. When I tried to complain directly, a Latina woman refused to give me her name or let me contact her supervisor, and sent me to Booking.com as if it weren't her responsibility. There was no empathy or professionalism. Reading other reviews afterwards, it seems this kind of poor management isn't an isolated incident, but the norm. The whole stay was frustrating and uncomfortable, and not at all recommendable. After all these problems, the least we expected was an apology or some form of compensation, but nobody took responsibility. We won't return and don't recommend staying here. Look elsewhere if you expect to be treated with respect.

This place isn't a hotel or suites, it's an apartment inside a building in Madrid where rooms are rented. There's no reception to help you or take complaints, just phone calls, and no sign showing the location like at most hotels. I booked on Booking.com for a 10:00 PM check-in, but a very rude girl told me check-in ended at 8:00 PM. I had to cancel lots of things to arrive earlier, got there at 8:02 PM, and was told there was nobody to help me. I lost my reservation and money. I came from Malaga and was left on the street, then had to find another hotel for my stay in Madrid. Think twice before booking here. Never again. (NOTE: I'm giving it one star because it won't let me give any!)