SmartRentals Atocha

We had a great stay in this aparthotel, and the flat suited my husband and me perfectly. It was in great condition, just like the pictures, and the Prado Museum is only a few minutes away. The location is excellent. Communication could have been better, though it was good. Thanks so much. We’d definitely book this place again if we return.

The apartment was clean and spacious, which mattered a lot to us. The location was excellent, and reception responded quickly and was easy to reach through WhatsApp. We’ll definitely stay at SmartAtocha again on our next trip to Madrid.

The location was great, but the apartment was filthy. The key lock was broken when we arrived, and the sofa bed was damaged, sagging in the middle and so noisy that nobody could sleep on it. Its sheet was stained too. Staff were very poor at communicating and didn’t reply to us.

There were about ten Spanish men in the building early on the third day, shouting, singing, banging on our door, floor, and walls, and ringing the bell. They seemed extremely drunk. It was both disturbing and intimidating, especially for a group of women to deal with. The apartment itself was dirty, with peeling wallpaper, a cracked window, cigarette burns on the coffee table, stained chairs, and damaged flooring. There were no bedside lights or cabinets, the oven extractor fan was open and dangerous, and the kitchen sink had no plug. We could feel every mattress spring, and there were only three quilts for five of us. We booked for five adults, but the apartment couldn’t comfortably sleep five. We’d been told there’d be a twin room, a double room, and a sofa bed in the living area. The supposed twin room had a trundle sofa bed, unsuitable for two people because one would have to climb over the other to get out. Staff were unhelpful and wouldn’t change our apartment. When I shared screenshots of the description and pictures online, they said they were for a different apartment or “another type of apartment,” even though I sent a screenshot of our exact listing. We’d never have booked if we’d known there wasn’t a twin room. I think the apartment may have been changed at the last minute after I said only three of us were traveling, but we paid for five, based on the number of guests, and never asked for a refund for the other two. Before the trip, I asked about an airport transfer. They said we’d need a van for 70 euros. When I explained only three of us would travel and a car would do, I asked for a better price. They advised taking a taxi at a flat rate of 30 Euros, and I agreed. At the airport, someone holding an iPad with my name on it was waiting. He said he was from Smartrental and showed me the booking but didn’t explain anything. We went with him, and he charged us 50 euros at the end of the trip. That felt deceptive, since we didn’t think we’d booked a transfer. We were very upset by what felt like false advertising and by the lack of explanation or help with our complaint. I do not recommend this company and will never book with Smart Rental again.