Smartr Las Palmas

A great place to be in the city centre

Understanding is the last thing they are. I cancelled a reservation just an hour after making it because my companion was admitted, and they didn't refund my money. They're completely unprofessional. It had only been an hour since I made the reservation, and I still don't know if that's legal or not; it's currently in the hands of the consumer protection office. What I do know for sure is that I'll never book with them again, and if possible, my reviews will always be negative.

Despite its good location, I would NOT RECOMMEND it for several reasons. First, check-in was a nightmare, requiring numerous calls (more than 16). Second, when I arrived at the apartment I was assigned, there were other travelers' belongings. After reporting the issue, an hour and 40 minutes later, the solution was to move my group to another apartment, although they did leave everything as tidy as possible. They told me to contact them by email to seek compensation, and a week later they haven't even bothered to reply. Third, apartment 301 is fine, but it shows its age and lack of maintenance: the sofa bed cushions are torn, the sofa bed mattress is saggy and very noisy, and right at the entrance to the bathroom, where the tile meets the parquet floor, everything was broken. I tripped several times when entering the bathroom. Some friends stayed in apartments located near Smartr Las Palmas, in very good condition and without any issues with check-in or other travelers' belongings in the apartment.

At 9 PM, we received a red alert in Valencia. After the previous week's DANA storm, all private vehicles were prohibited from circulating, except for emergency vehicles. So, we found ourselves unable to travel for safety reasons to catch our flight. We informed the hotel that we wanted to cancel, at least to avoid being charged €140 just for canceling, but they told us it wasn't possible. This wasn't something we chose; 250 people died in Valencia during the DANA storm. Do they seriously think we're capable of risking our lives for a flight? We're simply asking that we not be charged the €140 cancellation fee for something we didn't choose.

Hello, good afternoon. My name is Alba Ramiro, and I made a reservation at this accommodation. Today at 9 PM, a RED ALERT was issued for the DANA storm in the Valencian Community, so we cannot leave our towns. For this reason, it is impossible for me to attend my reservation. As soon as I found out, I contacted Booking.com, and they told me they understood the situation and that if they had the OK from the hotel, there would be no problem refunding the €150. I contacted an employee named Caroline tonight, and she offered no solution whatsoever. She said it was Booking.com's fault and they weren't responsible (which isn't true). After calling a second time, she was rude and even hung up on us. I believe that, given the extremely difficult situation we are experiencing and due to exceptional and unavoidable circumstances, they should issue a refund, as other establishments do, and provide us with an extraordinary solution (this is not a typical cancellation). The service has been appalling. I am very disappointed.

Due to the second DANA in Valencia and the RED ALARM activated from 9 p.m. on November 13th My daughter has been trying all afternoon to cancel her reservation, as we are prohibited by said alarm from leaving our home. The reservation is for a room at this property, for tomorrow with a charge of €150. The poor girl is trying by all means to get her money back. We have spoken to Booking, where the reservation was made, where they very kindly inform us that only the hotel is the only one who can handle this procedure. After speaking with them several times, they are debating what to do. It is regrettable that for a pittance of money and for a greater reason of a RED ALARM in which we are and beyond our control, they are considering whether to return my daughter. We called the establishment tonight and the girl named Caroline, who HE ANSWERED US AND HAD TO EXPLAIN EVERYTHING AGAIN... He hung up on us... HE HAS NO SHAME TO TREAT A CUSTOMER LIKE THIS. I'll make whatever they do public on this page as well as others to publicize their actions.

I find it very unsympathetic that after being unable to attend due to a major event such as Dana in Valencia, they refuse to refund the reservation. The booking platform has taken responsibility and informed us that everything depended on the hotel's decision, which opted to refuse. It's clear that if you cancel at short notice, a cancellation policy must be applied; however, I believe these conditions are not standard, and in these situations, empathy must be exercised. I do not recommend this hotel at all.

The place is pretty average; it looks like it wasn't bad when they renovated it, but it's starting to show its age and neglect. The cleanliness left a lot to be desired, and the maintenance was lacking too. One of the funniest things was that if you plug in the toaster and turn it on, it trips the circuit breakers for the entire apartment. Overall, it does the job, but nothing special.

They canceled my reservation on the same day I was scheduled to check in, leaving me without accommodation and offering contradictory information. It's unfair.

Entire apartment ✔️, well maintained and clean.