Overall:
Overall the property was attractive, clean, livable and centrally located in the city of Madrid.
The kitchen was sufficiently equipped to cook and serve meals.
The cleaning staff and property manager were friendly and helpful regarding elements of the property.
Suggestions for improvement:
Oven Instructions
We reviewed every piece of appliance paperwork, located in a kitchen drawer, but nothing contained instructions on how to use the oven. Searching for YouTube videos on our mobile devices is how we were able to learn how to use the appliance.
We recommend leaving instructions for the use of the appliance, to avoid confusion for customers, and potential safety and damage risks.
Cleaning Supplies
There were ultimately no dish cleaning supplies in the kitchen, so we purchased them ourselves, only to later discover that some supplies were stored under the mattress in the first bedroom.
We suggest informing customers of the whereabouts of the cleaning supplies, to avoid confusion and inconvenience.
What We Paid For vs. What We Received:
The listing was for four bedrooms (five beds) and three bathrooms, which is what we paid for. However, upon arrival we were immediately informed one of the bathrooms was completely inoperable (and was causing water damage to other parts of the building), due to the previous customers.
Two bathrooms for six guests was an inconvenience, and not what we paid for.
We requested a discount through the property manager, but have yet to receive one.
While we understand the bathroom situation was out of the property manager’s control, how the matter was handled was further inconvenience. Additional feedback is provided below.
Communication - Inconsistent and Inconvenient:
There was inconsistent and inconvenient communication throughout our stay. Below are two specific examples.
The staff texted one of the guests that the staff would visit the property at a specific date/time to examine and take photographs of the inoperable bathroom. However, the staff had already arrived unannounced, before sending the text and while a guest, in the bedroom closest to the inoperable bathroom, was sleeping.
We communicated several times that we would vacate the property on the last day of the rental between 10-10:30am. This was so that the staff could arrive after that time to begin repairs on the inoperable bathroom. However, the staff arrived hours before the agreed upon time, while we were still in the property, packing to leave, and guests were resting. The staff said they wanted to arrive at 8:00am to begin the repairs. We reminded the staff check-out time was 11am, and we’d already agreed to a time that the staff then discarded.
Between paying for a bathroom that we couldn’t use, the poor communications, and how the repairs were initiated on our last day, that entire ordeal was unprofessionally handled.