"When we first entered the hotel, we repeatedly and very clearly stated our dates. The receptionist, a Black man who was helping us with our luggage (I’m describing him this way because I unfortunately don’t remember his name, so I apologize), and a blonde, middle-aged security guard all clearly heard our check-out date. In fact, when we accidentally mentioned a date that had already passed, they laughed and said something along the lines of, “I think you meant the 31st, right?”
After that, without knowing that this would cause us such a serious problem, my sister signed the paper that was given to her. We thought our check-out date was the 31st. However, on August 30th, our door suddenly opened. Luckily, there was a safety latch behind the door, which prevented it from opening completely.
At the time, my sister was in the shower. I had put a “Do Not Disturb” sign on the door, so I assumed it was the cleaning staff and walked toward the door. The same Black staff member who had helped us with a smile on the first day now told us, in a much more serious manner, that we had to leave that day. I looked at him in complete confusion because I had just woken up and was still in my pajamas, and I felt extremely vulnerable.
I told my sister what had happened, and we went downstairs. The man insisted that we had said August 30th and refused to back down. The two other staff members who had clearly heard us state the date when we first arrived—and had even corrected us by saying that we probably meant the 31st—now claimed that they hadn’t heard anything and simply walked away.
This was an extremely inhumane way to treat us. Since our return flight was on the 31st, we had no choice but to pay an additional €100 because we didn’t want to end up stranded on the street. The man then told us that we had paid less than we should have and said, “Be happy.” The way he treated us made it feel as if we were trying to stay at the hotel without paying, which was extremely disrespectful.
After we made the payment, I told him that he had come to our door and opened it directly without waiting. He called the same person again. The man then started saying something in Spanish and tried to walk toward me in an aggressive manner. This was strange because he knew English, so I don’t understand why he approached me speaking Spanish in that way.
He claimed that he had knocked on the door. After that, my sister and I went back to our room. He then sat in the exact spot where I had been sitting, and I knocked on the door myself to demonstrate it. The sound of the knock was very clearly audible.
Although the location is good, they gave us an absolutely terrible Madrid experience. I definitely do not recommend this hotel."
