My wife, my parents and my mother in law recently went on a visit to Spain. During our stay in Madrid we stayed at Rafael's apartment.
The Good:
It was clean, comfortable and really well located. Its very close to great restaurants and the attractions. Rafael was very helpful in setting up transport for us and in responding to my questions. The building had a lift which was really convenient for my elderly parents and mother in law.
The Bad:
The reason for my rating was when we had an issue, Rafael was very rude. The first night we got there was no hot water, I reached out to Rafael's friend who had let us in and he asked me to reset the heater, which I did. The hot water still didn't work and the next morning I messaged Rafael and his friend telling him that there was still no hot water. We had cold showers, went out and came back and still no hot water. I messaged Rafael who started to accuse me of messing with the heater and causing the failure. After I explained that the hot water never worked, I did what he asked me which was to reset the heater, and didn't understand how he could blame me for this, he calmed down. He then informed me that there was nothing he could do as it was Sunday and impossible to get an Engineer. I was disappointed, freezing showers for two days for my elderly parents was not a pleasant experience. The next day I called Airbnb and explained the situation, they said hot water was a key amenity and I am entitled a 50% refund and I should request it from Rafael. I requested the refund, to which Rafael countered with 25% and lectured me on how 'this was not a hotel, and he couldn't just switch my to new room or get someone to come fix things'. I have screenshots of the conversation cause I couldn't believe how rude he was being. I escalated the issue to Airbnb and they gave me the full 50%.
Overall, the place is beautiful, location great. Just hope nothing goes wrong.