This appartment has pros and cons.
The pros: 1) its location. It’s close to everywhere, we didn’t need to take any buses nor taxis to explore Madrid. 2) the bathroom. It’s nice and it has a bath. The water works perfectly. 3) it has a washing machine, which is also a drier. This was very convenient for us because we have a 1 year old baby.
The cons: 1) it needs some renovation. One of the chairs is broken, also one of the light walls, as well as the table lamp. 2) it could be cleaner! There is a bogey stuck on the wall next to the bed. It was also slightly smelly… 3) the lift. We didn’t know it was this small… Our stroller didn’t fit in it and that made our logistics a bit shitty. If we had known it was this small, I wouldn’t have booked this appartment. 4) the ceiling. You really have to beware your head!

As for the communications with Ana and (I guess) the company that helps her manage her appartments, it was fine. It was via whatsapp. They answered quite quickly.
Overall, I think that for what we paid, the appartment could be better.