Serrano I

The staff were great, the breakfast was delicious, and I felt comfortable and cozy. I can’t complain about anything.

The hotel is very nice, with decent rooms, good service, and a very good breakfast. It’s not far from a metro station, and the center is a 30-minute walk away. My only reason for not giving five stars is the breakfast charge. We thought it was included, but it cost 16.5 EUR per person per breakfast. Nobody mentioned that it wasn’t included or explained it during check-in, so seeing breakfast there, we assumed it came with the room. Apart from that, I’d definitely recommend the hotel.

I had a terrible stay and left on the second day of a two-night booking to find another hotel because the AC wasn’t working. That cost me hours of sleep and extra transportation expenses. Two hotel employees agreed that the AC wasn’t working, but management, represented this time by Pedro, offered no real solution, discount, or recognition of the added costs. After I asked Pedro to come to my room and see the problem, he still tried to blame me and argued that the AC was only insufficient for me. He was disrespectful, refused to acknowledge the issue, and basically told me to leave and find somewhere else. I only requested a refund of 50% of the first night, 50 euros, since I had used the room for less than 10 hours and was trying to be fair. They denied it. It felt like they valued 50 euros more than customer satisfaction. To try to work with the staff, I briefly checked rooms on the first, third, and fourth floors with an employee. We agreed that none had working AC. It seemed the system wasn’t properly sized or maintained throughout the building.

The staff and location are both excellent, so I’d recommend it for a couple of nights. Just be aware that the rooms look different from the photos, feel quite old, and have poor lighting.