Our nightmare started the minute we walked into the flat.
The photos on the website are very dated, the flat is missing of the basic comforts that are shown in the pictures. The flat is very filthy, with dirty bed linen, the bathroom was so filthy that we had to clean before using it. The house is falling to pieces; The toilet flush did not work properly as the plastic flush on the wall was ripped off, the shower head was broken and as a result when using the shower the water went everywhere and the bathroom got flooded. We weren’t provided with enough toilet papers (2 rolls for two people for the entire stay), so we had to buy some extra at our own expense. On Friday night we tried to put the heating on but soon realised that this didn’t work and there wasn’t any instruction book like I have seen in all other Airbnb that we have stayed at. We wanted to try and solve the issue before contacting the host. The walls and the doors were grim with dirt all over them, the floor was greasy like hadn’t been washed in ages. There were hair on floor throughout the house. The freezer was full of ice and has a result the fridge door didn’t close and so we were unable to use the fridge.
I have messaged the host, Valentina a few times on Friday night and explained the issue that we were having but we were unable to reach her.
I also asked for a contact number as at that point more issues were discovered but she said that because she could not speak English there was no point to have her number which I found very unprofessional and unhelpful as a host.
To top it all off, we were left stranded in the street in the middle of the night after returning for a night out. In the early hours on Saturday morning we were unable to enter the main building. It was the first time since we had checked in that we had tried to use the keys provided. After attempting to open the door for an hour and speaking to a police car that was driving passed at that time, we were really concerned as the locals did not speak the language. I have contacted the host and she was unable to come to help us, after two hours had passed the next door neighbour woke up and heard the door buzzer and opened the door.
The keys to the main building didn’t work and as a result we were stranded for two hours in the street, called the police and they couldn’t help. Spoken to the neighbours who were also renting from the same owner and were having the same issue with the keys. For this reason were terrified to leave the flat as we were scared that we would be unable to return and collect our belonging and not making on time to the airport to catch our flight. This meant losing a day of our experience in Madrid.
This is far from a luxury flat as advertised on Airbnb and should be removed. We have been concerned for our health - there was definitely no covid protocol nor any hygiene protocol for that matter. This flat should not have a licence to operate as Airbnb or any accommodation provider.