Although the flat was really nice , as well as the location, there were some serious communication problems! By arrival, the locker where we had to pick up the key was empty. No problem, anyone can make a mistake but if no one answers the phone or can be reached, in the evening, when you arrive tired and hungry in Madrid, what do you do? By the time we checked in in the hotel, we were called. They were friendly and told us that they would refund the hotel cost for that night, that the first night in the flat would not be charged and that we could check in the next day, we are very happy again. The next day, after a walk in town we returned to the hotel to pick up our luggage and meet to check in. Again, we were waiting... 30 minutes is not a long time but it is if you are only 2days in Madrid. The flat was very nice! 2 days later, when we were on our way home, I got in touch again to ask about the refund and they said they would take care of it that evening... that was October 13th and I am still waiting! I paid for the whole weekend in advance so now I can only wait and hope that at least we will receive the refund ...