Complutense University of Madrid Tours

I booked the best room available for a stay with my partner. The room specifically included a jacuzzi, which was the main reason we chose it. However, during check‑in we were informed that the jacuzzi had not been working for months. Naturally, we would have chosen a different, cheaper room (about a 30€ difference) if we had known this beforehand. I mentioned to the receptionist that nobody had contacted me about the issue. She replied that they had posted it on their social media, which I obviously did not check. Later that evening, I went back to speak with her and express my disappointment. She called the manager, who explained that they do not handle reservations directly and therefore could not contact me. He then called his boss. We could hear the boss speaking, and she did not offer any solution. Instead, she seemed irritated by our complaint and repeatedly asked where we had made the booking. Her attitude was far from ideal. I understand that the hotel staff themselves are not at fault — they were actually very kind to us. However, whoever is responsible above them should have a proper solution for this, especially since the issue is recurring (according to the staff). A simple phone call or an email in advance would have prevented all of this. Additionally, I would have at least expected a small discount or an alternative room with a bathtub to be offered.

Staff is extremely helpful and kind. Enjoyed our stay.