Smartr Atocha Reina Sofia

Restaurants are nearby, and Atocha is close, so the location worked well. The building itself was a problem for us, especially with a stroller: it’s very old and not adapted for modern needs. We booked quickly after seeing an 8.3 rating on booking.com, but our stay was nothing like that score suggested. The toilet wouldn’t flush properly, the microwave didn’t work, the sofa had yellow stains, and there was a strong sewer smell in the bathroom. I reported it and was told maintenance knew about it and would come in a couple of hours. No one came during our three days there. My takeaway is to check Google Maps reviews too and not rely on booking.com ratings alone. I wonder if some comments might be generated by bots, but that’s only a suspicion.

Everything else in the room was working well and felt perfect. The only issue was the shower: the water drained slowly and spilled out of the tub onto the floor.

The bed and kitchen were fine, but the rest of the room made it hard to feel comfortable. The sofa, coffee table, and rug were filthy and badly stained. Getting to the room was awkward too: no lobby check-in, a code to enter, about ten steps with heavy bags, then a tiny elevator and narrow, gloomy hallways. It felt like a hostel. The toilet flush button was stuck down and water kept running, so we couldn’t flush. I texted to ask for a repair or another room. They said someone could come in the morning and that no other rooms were available. We arrived at midnight and left at 6 a.m., so that offered no help. I’m not convinced the hotel was actually full; it seemed they simply didn’t care to help. I wouldn’t stay here again.

Once inside, we were hit by an intense urine smell, like a public restroom. There were stains and hairs on the sheets, towels, and floor, and I’m confident the sheets hadn’t been washed. Getting in was confusing too: we had to contact the property, receive a WhatsApp message, and fill in all the details online. After many calls, we still couldn’t cancel. I feel awful bringing my family here for a holiday. I rarely write reviews, especially negative ones, but this place really needs to be heard. I can’t recommend it.