Smartr Madrid Gran Vía Apartments

The hosts were flexible and helpful with our arrival and departure times, and readily gave us the assistance we needed. The apartment was spotless, spacious, and well stocked, in a central area that’s easy to reach by public transport. There’s an elevator for luggage, two supermarkets right across the building, and plenty of restaurants, cafes, and little shops nearby. We had a very pleasant stay and would come back.

I booked this place for an overnight layover, but the property never sent the keys or check-in instructions. There was no reception, sign, or other way to find it. I had to book somewhere else and lost my payment. I’m applying for a refund. This was the worst service I’ve seen so far, and nobody even answered the phone.

We’d paid and arrived but couldn’t find the entrance. There was no sign, and support never answered the phone. I had to file a complaint with booking.com to get relocated. This was close to nighttime, after 16 hours in the air, with my pregnant wife. Just awful service.

My family and I came to Madrid for a wedding, and this was one of the best apartments I’ve ever stayed in. It was peaceful and child friendly, close to shops, and just a seven-minute walk from the High Street. It worked perfectly for our family.