smartrental.com Arvostelua 4

I booked a room in the Malacuna Liverpool Hostel for a friend and I to stay four nights. Three days before we were due to go, and immediately after we could no longer get our deposit back, I got an email to say I had cancelled my booking. I did *not* cancel the booking! The company just realised they could make more money if they rented out the room at a higher rate! I phoned them to get my deposit back and they refused saying I cancelled! This company will actively gaslight and manipulate you and steal your money. Do not use!

This hotel cannot be trusted! We rented a two bedroom, two bathroom suite just for an overnight - we needed beds and showers. The two showers did not work! No water! No help was provided. Despite complaining at the time and following up with an email complaint, we received no acknowledgement of the problem, no apology, no refund. They don't care. They figure more suckers will come along and rent from them.

We are writing to formally express our deep dissatisfaction following a recent four-day stay at APARTHOTEL SMARTRENTAL COLLECTION GRAN VÍA 42 CENTRIC.
From the outset, our experience was unacceptable. Upon arrival, we were met with major construction work at the hotel’s front entrance—an inconvenience that was never communicated prior to booking. While the apartment itself was clean and adequately furnished, the overall stay was marred by several serious issues that require your immediate attention.

Most notably, the hotel’s elevators were non-functional for several days. We were forced to walk up and down eight flights of stairs repeatedly with no alternative assistance offered. When we addressed this matter with your staff, we were told that nothing could be done and that parts were being ordered. This is not an appropriate response for a hospitality establishment that claims to prioritize guest comfort and safety.

More seriously, our room (802) was broken into during our stay, and my husband’s phone was stolen directly from the nightstand. We immediately reported the incident to your front desk. Your staff assured us that camera footage would be reviewed and we would be contacted. No one has followed up with us. We received no update, no explanation, and not even a basic apology for the theft or the clear breach of security.

The complete lack of accountability and communication from your team is unacceptable. The security of your guests and their personal property should be a top priority. Moreover, the condition of your facilities—particularly the prolonged elevator outage—poses a significant safety risk, especially in the event of an emergency evacuation.

This experience was both frustrating and concerning. We expect a formal response from your management team addressing the lack of elevator access, the security breach, and the failure to follow up regarding the theft. A gesture of accountability is long overdue.

I booked a room over phone talking with the reservation department òf them,I told them I wanted in granvia with kitchen ,she said yes , yes and sent a link to pay from her website for which I paid and got a confirmation for a hostel. When I reached there I found that it was in lavapies madrid and not in granvia madrid.
We were senior citizens but we had to climb two floor no kitchen no lift , my husband is a heart patient so we requested for a refund but they denied so we just left without getting our money back and took somewhere hotel room by paying more money.
Do not believe these people check twice before booking if everything is what u want it to be. Do not book over phone or any link they send or through their website .