We did not meet Jaime in person, but he was very accommodating, and did everything he could to help our arrival go smoothly. When we arrived, we met Hector who gladly helped us carry some of our bags up to the room. The place was extremely nice and clean! Just be careful with the beams on the ceiling - they are a bit low (I am 5'11"). The location is absolutely unbeatable. Would stay here again if we are ever in Madrid.