SmartRental Collection Gran Via Capital

"Great location on Gran Via near the main shopping streets, restaurants and within walking distance to major sites. Well equipped apartments with everything you need. Great breakfast and friendly staff at the restaurant and reception. The pool is small but nice for a dip to cool off on the rooftop. The apartment could have been more thoroughly cleaned, although housekeeping were quick to bring additional pillows, iron and ironing board when needed. Great apartment in a great location. Perfect for city break for shopping and exploring the nearby sites and neighbourhoods."

"We rented a two bedroom, two bathroom suite. Just for a quick overnight stay, catching a flight the next day. In both bathrooms, the showers did not work! No water flow at all! We were on a tight schedule. The management said that they could do nothing. Despite our complaint at the time and follow-up email to management, there was never any response or apology let alone a refund. Do not waste your money on this place! They cannot be trusted at all. We needed a bed and a shower. We did not get what we paid for and they do not care at all."

"This was one of the worst hotel experiences I’ve ever had throughout my 10 years of travel, visiting 25 countries and staying at over a hundred hotels. From the moment we entered Smarthotel, we were hit with a foul, lingering odor. We had to open the windows just to air the room out enough to stay in it. But that was just the beginning. At 3AM, we were jolted awake by an absolutely disgusting, pungent sewage smell that was so strong we genuinely thought there was a gas leak. We reported it at 9AM, and it still hadn’t improved. When we spoke to Kevin at the front desk, he was rude, dismissive, and shockingly unprofessional. He brushed off our concerns and said he’d send a “contractor.” The man came, agreed there was a smell, and said he’d return in five minutes. He never did. When we followed up, Kevin blatantly lied and said the contractor was “in the room right now” — which was clearly false. We returned to find the room had simply been doused in chemical fragrance as a poor attempt to cover the smell, not solve the issue. To make matters worse, Elena at the front desk doubled down by telling us there was “no smell” and essentially accused us of lying. No empathy, no accountability — just gaslighting. We remained patient and were told to “wait until 12PM” to see if the smell comes back rather than being offered a refund. Thankfully, Expedia stepped in and helped us resolve the situation — otherwise, we’re confident this hotel would have done nothing. The manager was the only reasonable person we interacted with, but it was clear her staff withheld the full story to cover their own tracks. To top it off, the pool was tiny, dirty, and nothing like the photos. Stay far away from this hotel. Between the revolting odor, the blatant lying, and the horrible customer service, this place doesn’t deserve your money — or even a second chance."