Room Gran Vía

It's impossible to edit a reservation made two minutes ago; the service is terrible.

I made the reservation last week and got the dates wrong. I called two minutes later and they told me to send an email, which I did. I haven't heard back since, despite calling and emailing, nothing. I've filed a complaint, but I know you have to be persistent to get them to pay attention to these things.

I made my reservation a week ago and realized I had made a mistake with the dates. I've been trying to contact someone at the hotel for a couple of weeks now, but I haven't been able to get through to them by email or phone.

Poor management and guest assistance

They don't help people when they make mistakes.

Beware of this establishment's customer service. I made a mistake selecting my reservation date and realized it instantly. I called exactly two minutes after booking to correct the error. The response was that "the manager wasn't available" and that I should send an email. I sent it immediately. The next day, they told me the manager was in a meeting, and since then, there's been no communication at all. They ignore my emails, don't answer the phone, and it's been like this for a week. They're hiding behind a "non-refundable" policy to keep the money for a room that was literally blocked for eight minutes. It's one thing to have a strict policy, but quite another to lack business ethics, withhold money for an error reported instantly, and refuse to offer even the slightest customer support. Deplorable. I've already filed a complaint with the Consumer Protection Agency.

I was assigned a room where all the lockers in the room were broken (room 220). After speaking with the front desk clerk, she came to the room to try to repair my locker and ultimately learned it was broken. She moved me to another bed in the room and that locker too was broken. I went to speak with management about this issue, which is no fault of mine, and the manager gave me such an attitude as if I was inconveniencing her, that she was too busy to resolve the issue, and abrasively responded by saying she’ll call maintenance from another property to come fix the broken lockers and to have me wait in my room with my valuables unlocked. Meanwhile hours have passed since i checked in and first reported the issue and I missed so many events and tours i had already paid for. But the property didn’t care. Offered zero sympathy and made it my problem. I don’t recommend staying here at all. Another issue is luggage storage: if you store luggage for check in, u have to wait until all the people have checked in before you get your luggage. The receptionist told me to wait until she checked in everyone in line before opening luggage room. Anyone can grab anyone’s luggage. They don’t check names or anything and that’s how previous guests bags became missing.

Great hostel, but above all, excellent service from Adriana. I want to highlight her because from the very first minute, she was attentive to every detail, making my stay excellent! I extended my stay several times and had a total of four reservations, in both shared and private rooms. Without a doubt, it's the best hostel in the city. Close to everything and in a prime location. A nice touch: they also provide towels in the shared rooms. I also want to mention Sherly, who was always very kind. I stayed in room 00 in Chueca eight years ago, and I 100% recommend this hostel chain. Spacious rooms, super clean bathrooms. The only thing that would be nice is being able to use the kitchen for storage and/or cooking, like in other hostels around the world.

It just needs a room for prayer, otherwise it's great 👍

There are BED BUGS!!!! The hostel only change my room and DOESNT REFUND FOR THE NIGHT I WAS AFFECTED