Cubillo Holidays from £301

The location was good, but unfortunately the attitude of the front desk lady completely ruined our experience. We stayed for five days and will NOT return. One afternoon, while we were simply talking in our room, she knocked extremely hard on our door and rudely told us to be quiet. It was the middle of the day, not quiet hours, and we were not being excessively loud. We understand if someone complained, but there is a professional and respectful way to speak to paying guests. Her aggressive knocking and tone made us feel extremely uncomfortable and unwelcome. Ironically, the shower and bathroom noise from the room next door was louder than our conversation. We also reported water leaking from the AC. she immediately blamed us, saying it happened because we left the AC running all day and that now it was broken and had to be replaced. It was over 99°F outside. Using the AC in that kind of heat is completely normal. Guests should not be blamed for a maintenance problem or made to feel responsible for equipment that is not working properly. Housekeeping was also disappointing. They emptied the trash and provided clean towels, but during our five day stay, our sheets were never changed. They simply made the bed using the same sheets. The location may be good, but customer service matters just as much. Management seriously needs more professional and respectful front desk service. Paying guests should never be spoken to or treated this way. We will NOT return.

Highly recommended, nice place to stay and very attentive and professional staff

The room I stayed in was very comfortable and the staff made sure to keep it clean every day. The hotel is also located in a centric place with easy acess to the Complutense University and other areas of the city. There are also a lot of restaurants cafes, and bars nearby. If I come back to Madrid, will definitely look to stay at this hotel again.