LOCKED OUT, with NO SUPPORT
We arrived at the apartment at 10pm, as agreed. The door code worked for the outer door but the lobby door lock was faulty. We tried several times but could not gain access. We emailed “Daniel” and also phoned but no response. It is a business number operating office hours only. We went to a restaurant with our daughter, who lives in Madrid, to wait for a reply. My daughter phoned and left a message in Spanish. There was no response. We never met anybody and “Daniel” may be a number of admin people for all we know. After midnight, we were about to look for a hotel and tried one more time. Luckily someone left the lobby door unlocked and we finally got to the apartment. I sent a message to “Daniel” to let him know. I expected to hear from him first thing in the morning but got a message mid morning to say nobody else had a problem with the door. I replied that it needed looking into. A very different reply one hour later thanked me and said the lobby door was now left open until it could be fixed. My wife pointed out that were she on her own late at night in Madrid and if she did not know anybody, then this would have been a serious situation. I am offering this feedback so it can be fixed. Air bnb tenants need to know there is support there, especially on the day they arrive.
Otherwise the loft was as advertised, a pleasant space and thanks to the cleaner, it was spotless. There is a good bathroom but the kitchen has no provisions whatsoever. No tea, coffee, salt, pepper, tea towels, nothing apart from the appliances. Very little space to cook anyway, and just 2 chairs and 2 wine glasses, seems a bit mean though most people may not want to cook. The walls are paper thin but if you get an apartment at the back as we did it is very quiet. This is a whole floor of apartments. It is a business, not a private host and I am raising a serious issue with communication here.