BYPILLOW Velázquez 45 Guest house

This hotel was comfortable and in an excellent location, but the management was terrible to deal with after my air conditioning in my room broke down for two days out of my six night stay (it got fixed after two days). I asked the reception to email the Manager, Mr. Gonzales about my issue and to request some adjustment to my bill for my two sleepless nights (it was 30 degrees in Madrid) but I never received any response. Even though I was advised on Thursday morning that an email had been sent to him, I did not hear from him that day. When I asked again on Friday, I was advised again that he had still neither responded to the email nor left a message for me. I expected to receive an apology and an adjustment to my bill on Friday. I checked out on Sunday. Only after my return home and my sending a further email asking about this issue did I hear from him with an offer of a fifteen percent credit for the two nights, amounting to 75 Euros towards 500 Euros I paid for the two sleepless nights . Mr. Gonzales also advised that, for some inexplicable reason, a refund to my credit card was not possible – I told him I had no idea why that would be the case as I had booked and paid directly via credit card. I had no interest in a future credit valid for six months, as I did not plan to return to Madrid within that time frame. He then reluctantly, after some further back and forth, doubled his offer to a credit of 150 Euros but still maintained that he could not a credit card refund – again with no explanation. I thought that was dishonest -what kind of business cannot issue a refund on a credit card? While I considered the sum offered to be rather paltry compensation for two nights’ of terrible sleep in a room that cost me 500 Euros for those two nights, I was willing to accept a refund in that amount on my credit card to end this discussion. Finally, I emailed the Manager of Customer care at head office in Barcelona. I didn’t receive an answer from her but Mr. Gonzales then emailed me to say that I would receive the refund on my credit card. I never expected that I would have to work so hard to chase a seemingly reputable hotel chain for an apology and proper refund.

While the people at the reception desk were generally very nice and helpful, particularly Carlos, who was extremely kind and very helpful the guy on duty at the reception desk during the morning of May 27 when I arrived was terribly rude and decidedly unhelpful. On my arrival, I asked him if he could please help me book on my Iphone a rail ticket to Toledo for the following day as I had tried and was unable to complete. He looked at me like I was from Mars and told me in the most condescending way that they did not assist with such things (even though he was otherwise unoccupied). Instead, after I told him that I was surprised he was so uncooperative, he referred me to a non-existent travel agency around t he corner to help me book, and I was eventually forced to take a taxi to the train station to spend an hour try to book in person.

The hotel is under construction and they do not communicate it. The room on their website two days after admission cost me more than 300 euros, because of the location I thought it was worth it... on their website on the day of admission they offer the same room for less than 100 euros, it is an abuse I feel stolen !! The rooms are really bad!! I left the hotel and they refuse to give the corresponding refund!!

I dont recommend this hotel for extremely rude, cruel and disrespectful staff that is able to insult its guests and rise the voice on them! Thats just something beyond, from other world. Like this even in jail nobody talks to their guests. We had to leave it immediately and loose our reservation.