Paseo Suites Hotel

The room was clean and really spacious, which we liked a lot. But getting inside and checking in was a mess. We stood outside the locked gate in the heat with no advance information about the code, and the phone connection was so choppy that it took five or six tries to understand it. Nobody was at reception. We called again, only to find out later that the hotel entrance used the same code as the gate. We were told our key was in a lockbox, but no one had given us its number or the opening code. After we got those details and opened it, there was no key inside. The woman on the phone said she'd call reception, then hung up. We waited, and when another group arrived, we had to let them through because they didn't know the gate code either. Eventually I went looking around and spotted a housekeeper from a distance. I asked where reception was, and the receptionist answered from nearby. She said the woman we'd been calling hadn't contacted her, so she didn't know we were waiting. Please send guests the codes and check-in information ahead of time. It was really hot to be standing outside waiting for someone to answer the phone. There should also be someone at reception when guests are due to check in.

The filthy windows and dirty fabric hung in place of proper shades made the room feel awful. This felt like a two-star motel at best, despite being presented as a four-star hotel. It's beside train tracks in a rough neighborhood, and check-in was extremely frustrating. One of the worst hotels in Madrids. I do NOT recommend this dump.

We had to change our dates because of health issues, but Paseo Suites wouldn't adjust the booking and just relied on its terms and conditions. I know there are rules, but I expected some understanding in a situation like that. Their answer was simply no, with no flexibility. A little humanity matters in hospitality. I wouldn't recommend this place to anyone who cares about customer service or flexibility.

They even emailed me asking for €360, although my company had already paid for the room. The room itself was nice, but check-in and checkout were dreadful. I had to stand in the street with my passport and bank card while trying to check in over the phone.