Soggiorno Madrid

The room was spotless and comfortable, though smaller than the photos suggested. Maria was lovely and helpful when we met her on our first day. Getting around was easy: the tram stop is only two minutes away and goes straight to the airport and city centre, which is also about a 15-20 minute walk. We could have used more cutlery for guests bringing their own breakfast, and the clean bathroom feels ready for an update. Messages before arrival were sometimes slow or unclear. We enjoyed our stay and would come back.

The walk into the city centre took about 20 minutes, and the central station was roughly 10-15 minutes away. I like walking, so the location suited me. Our four-person room had plenty of space, including a decent-sized bathroom. It came with a fridge, snacks, a kettle, coffee, and lots of tea. We were also surprised to find fruit, snacks, a microwave, and espresso machines in the reception area. Maria welcomed us before check-in and let us into our room; she also shared a WhatsApp number for when staff aren't at the hotel. Entry is by code at the front and hotel doors, then a key for the room. The only thing I'd change is the smell from the bathroom plumbing, though it didn't bother me much.

We arrived in Florence before 2am after telling the property in advance that we'd be there at that time. Nobody was there, and we waited outside for an hour before giving up and looking for somewhere else. We had four suitcases, two of them large, and ended up carrying them around for two hours. At 6am, you messaged my partner saying you'd waited for us and sent the password and room details. What did you expect us to do, stay outside until 6? If we hadn't told you our arrival time, I'd understand the consequences, but we had messaged beforehand. It was very cold, and we were stuck outside for three hours until we found a room. A really bad experience. I don't recommend staying here.

We booked two nights, June 20th and 21st, and told the hotel our arrival time by email both when booking and on check-in day. We got there around 7:45 PM, but the main entrance was locked and there was no staff around. No one could be reached, so we waited nearly an hour before an email finally arrived with the door code. It was extremely hot outside, with mosquitoes everywhere. Inside, the room was stuffy and smelled strongly of damp. The facilities looked worn and outdated, nothing like the photos on Agoda. We tried to put up with it, but the air conditioning was very loud and didn't cool the room, and there were lots of mosquitoes inside too. No staff were on site to help. Agoda couldn't reach the hotel either and told us to wait 48 hours. We spent about an hour dealing with Agoda while the room stayed at 29.5°C. We couldn't tolerate the heat and mosquitoes, so we left that night and found somewhere else to stay. We emailed the hotel asking for a full refund and asked Agoda to contact them about it. As of July 3, we still haven't received a refund or a response from the hotel.