-The location is excellent. A short trip to all major Madrid highlights.
- In terms of cleanliness, the flat was quite clean, but the sofa needs professional cleaning. I felt slightly uncomfortable seating on it with my pjs. It is not as seen in pictures.
-In terms of communication, there was a serious issue there. I enquired ahead of booking if baby cots would be available and at what price. They were quick to confirm that they would be available and never mentioned a price. According to the site(under the section amenities), baby cots were available upon request. There was no mention about price. The fact that they come at a price was hidden somewhere in small print apparently. We arrived at 21:00pm to find there were no baby cots. The lady who let us into the flat spoke very limited English. She passed the phone to a lady who also spoke limited English. She was quick to put the blame on me for not confirming I needed cots and not paying the fee, when the need for cots was stated on very first email. Essentially Vanrays blackmailed us to pay them the fee or else we would get cot beds, despite knowing we had two 11 month old babies with us, which were desperate to sleep. I immediately accepted the fee but the payment link would not work. I asked for alternative payment methods, which they did not provide. They still refused to bring the beds, until I escalated this to RBNB emergencies. Eventually we got our cot beds at 23:30 pm and the owner tried to make a point they were “ too kind to bring cot beds that late” as we were to blame for not confirming we needed them. He even raised the tone of his voice in front of the babies. The overall experience we got that night was by far the worse we ever had during our travelling years.
I would have thought that when an apartment is run by professionals, in the event if such misunderstandings, the aim would be quick resolution without a blame culture. Instead I found myself being penalised and blackmailed as a customer. I would advised Vanrays to rethink their customer care ethos because they manage a beautiful property, but have ruined the experience