My family of three including our eight year old son came to Madrid as our final destination after traveling throughout Spain. We were contacted on many occasions to inquire about arrival time. We were let into the property earlier than check in time to let our luggage in about 1 pm. Check in is at 3. The cleaning person was "cleaning" at the time we walked in. The host greeted us and then visually quickly showed me a location on his phone of a place he recommended. He walked us through the apartment and I quickly noticed the apartment was filthy. I figured the cleaning person still had two hours to clean. I also requested to have at least two towels per person. There were a total of 4 large towels and three hand towels. I asked the host "Bstien" if he would kindly leave us some extra towels. He quickly dismissed me and told me to walk to his office which is about 5-10 min away from the apartment to pick them up. Mind you not we had just landed in Madrid and no idea where we were, and it was pouring rain outside. I let it go, but found it very strange that he would ask me to chase after extra towels.
Once we returned at 3 pm, we walked into the apartment and found the place to be disgusting! The cleaners did not sweep, vacuum, nor did they mop. There were pieces of food, small debris, hair, dust balls all over the apartment and the furniture in the living room. The kitchen sink had pieces of soiled food. The restrooms did not have any hand soap, no paper towels, or napkins, no sponge or cleaning material to clean our dishes! We also noticed the restroom counters had not been clean because there was residue of what seemed to be toothpaste from the previous occupants. The sheets were heavily stained, the headboard in the master was hanging on one nail. Also, the plumbing was an issue. There was literally warm water for only 4 minutes, and then it would shoot ice cold water in the showers! No matter how long you would wait in between showers, the timing was always the same.
We quickly notified Bstien and he replied about 30 minutes later via the portal. He asked for pictures. We encouraged him to walk to our apartment since it was only 5-10 minutes away so he can see the condition of the apartment. He responded again about 2 hours later saying he didn't get the pictures! I sent them over again, and didn't hear back for another 4-5 hours and said the cleaning people or in charge of leaving napkins, and that the apartment does not come with papertowels. Then he responded hours after again, and said he would check to see if he can have the cleaning person come the next day. WE DID NOT HEAR BACK FROM Bstien AGAIN! BEWARE THIS IS A TOURIST TRAP! Not sure how these people got good reviews and got boosted through airbnb to being a super host, but this management company managing this place is awful, and the cleaning people are awful! STAY AWAY!