Pegaso Suites

Airbnb eventually had to step in to refund me, but I was left without a place to stay on the very day my booking was meant to start. I see this as a completely unacceptable experience, with poor handling, no transparency, and no accountability over a serious error that directly affected me. I booked one of their rooms through Airbnb on 6 April for the night of 10 to 11 April. Both the temporary rental agreement and Airbnb receipt clearly showed those dates. At check-in time, 15:00 on 10 April, the access system incorrectly showed my reservation as being for 9 to 10 April. I contacted customer service, but instead of helping, they insisted it was for the previous day and ignored my official documents. I was also left on hold indefinitely several times. Airbnb confirmed my booking was correct and active for that day. When I called the accommodation again, a worker first acknowledged there had been overbooking, then changed the explanation to an alleged “technical problem.” In either case, they refused to offer a solution or alternative. Based on what happened, my impression is that they manage bookings in a way that can lead to overbooking, and when something goes wrong, they may try to justify it by changing the reservation date to the day before. In practice, that can leave a customer without accommodation on the booked day.

Airbnb managed to sort out my problem, fortunately, because this place didn't provide what it advertises. I wouldn't recommend it. There were issues with the room, and rather than fix them, the host showed up in a bad mood and told us to cancel and leave without a refund.

There are coworking areas and a TV lounge, and the location is convenient, in a safe area near Pinar del Rey metro station. It works well for a few days in Madrid or a visit to an event at IFEMA, which is just two metro stops away. The building and rooms were clean, and the rooms were spotless and fully equipped with all amenities.

The management is friendly and quick to sort out problems.