Smartr Atocha Reina Sofia

“Customer Service has to be improved”

To be fair, the facility is in good shape, clean & well maintained. It's an old building that got retrofitted to somehow comply with modern standards. The elevator as expected, was small & the hallways narrow, with steps that are somewhat tricky to navigate esp. when dealing with luggage. The apa… lisää

To be fair, the facility is in good shape, clean & well maintained. It's an old building that got retrofitted to somehow comply with modern standards. The elevator as expected, was small & the hallways narrow, with steps that are somewhat tricky to navigate esp. when dealing with luggage. The apartment unit we got was spacious but not the bathroom. We chose this facility due to its proximity to the Atocha train station(we took the Ave train from Sevilla), an easy 10 minute walk. El Retiro Park is within walking distance so is the Avenida del Prado. Plaza Mayor is walkable. The nearest Metro station is about 7 minutes away by foot. We gave it a 3-star rating due to its rather poor, inflexible customer service. Briefly, our phones failed to work & we were not able to pay the rental fees before arrival, despite their having the credit card info that secured the reservation. Luckily, the Oxygen Hostel across the street allowed us to use their business phone & even translated for us. The hostel's staff was just awesome; so helpful & kind.(read my review of the hostel in a separate post) The Smart Atocha's staff was something else!! Despite their having my credit card info, they still required me to personally appear at their Callao office in central Madrid to pay, so I can be given the entry code! If they can charge my card for non-appearance, why can't they just charge the whole amount of the rental fee on the same card? What a big hassle to take the Metro in a new city while you're tired & starving. Got to the office & fortunately, Gianfranco spoke English & apologized for the facility's payment policy.

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