AZ El Balcón de Torre Nueva III

The location is excellent and very central, but we won't be back. Check-in was meant to be at 3 PM, yet we didn't get the keys until 5 PM because the apartment wasn't ready. It was dirty, with stained walls and door frames and hair and other things on the floor. Some curtains were missing and others torn. The place needs investment and a much more thorough clean. They also charge a €180 deposit in case you break anything, though it seems clear they won't fix things afterward.

After a long trip with children, the check-in process was especially inconvenient. The apartment and the key pickup are at different addresses, and the office address in the confirmation email was wrong. We went there twice and it was closed. The number on Google Maps didn't work, so we had to find the phone number on the website. The receptionist was very unfriendly. She took a 180-euro deposit first, then told us the apartment wasn't ready and we'd have to wait another 1-2 hours, despite check-in being listed as 3:00 PM and us arriving at 3:00 PM. She argued that they could check us in later because we'd booked that day. I insisted on a refund because nobody had warned us, and after I argued and raised my voice, she apparently decided it was easier to refund us. We immediately rented from another company and didn't regret it; their service was completely different. I wouldn't waste time with this company. Apart from location, its apartments have no advantage over competitors.

Zaragoza. Az Balcón De la Torre Nueva We paid in advance for a stay, but had to cancel when a family member was suddenly hospitalized. We contacted the hotel to see if they could show some flexibility, but they said that because we'd booked through Booking.com, any refund decision had to be handled there. Booking.com then told us the hotel wasn't willing to offer any refund, even after we explained what had happened. The rigid cancellation policy and lack of support left us frustrated and disappointed. We understand there are policies, but hoped an emergency like this might be treated as an exception. We couldn't take our vacation, and the lack of consideration in such a difficult situation has left a very bad impression. I hope the hotel and Booking.com will be more understanding with current and future guests.

A really lovely place to relax, and very well priced. It's a comfortable, clean, spacious apartment in a great location, especially for a family. There are two large bedrooms, two bathrooms with showers, a good-sized kitchen and a living room. It's an apartment, of course, but it feels perfect for a family. 👌