When we arrived in Madrid we went to the office to collect the key. Mervin was there but he did not even say hello to us. A girl brought us to our apartment which is very well located. A bit small but as there were only two of us it was perfect. I then got a telephone call at 11.30 that night saying that they had put us into the wrong apartment and that we had to move. We didn't want to move but were told that we had no choice. We were given the choice of moving right then or moving early the next morning. To be fair the young man was very pleasant. We moved to another apartment which was not far away but the inconvenience of having to re pack and move that late at night was unfair on us but we wanted to be able to get up the next morning and go whenever we wanted.
When we got up the next morning I could not find the Hair Dryer. I made contact with the office and the rudest person I have ever dealt with just didn't care. It turned out there was a hair dryer but all it would have taken was someone to walk the two minutes from the office to the apartment or to text or speak to me and tell me where it was. Instead I made several attempts to find out where it was from them but was made feel like I was an annoyance. I have to say that the customer service from Mervin and his team was absolutely appalling.
I would recommend staying in the apartments because of the location but if you are expecting someone to fix an issue, forget it.