Ingrid T.

I refuse to even rate booking.com or my experience at Apartamentos sol in Madrid. I will be contacting all forms of legal revenues in regards to the experience. First of all, we showed up to an apartment with no air conditioning the weekend of 7/11. We were told it would be fixed, of course it was never fixed. The apartment is literally falling apart. The owner SILVIA LAZARO LOPEZ is not maintaining the apartment in any way shape or form. Every shower floods, the shower heads are so rusted that they are falling apart... I'm surprised the water is not getting to the floors below, you walk out of the shower to step into a lake... and in one of the showers the water doesn't even drain, so you're in a puddle of water through out the entire shower. Only one fan worked the other was literally in pieces, we paid for toilet paper and showed up to zero toilet paper. We were robbed on our first night there of 300 euros, someone went into the apartment while we were out and took money from everyone's luggage. We contacted SILVIA LAZARO LOPEZ and she screamed at us and called us liars. We asked who had access to the apartment aside from the sketchy maintaince guy, we also asked for his name which she refused to give us... mind you there are three doors one must open into order to get into the apartment, so clearly someone with access came in. She screamed and then hung up on us, terrible customer service. BOOKING.COM did not help out at all. We felt unsafe and couldn't checkout because neither the owner nor booking.com replied to us. The owner never answered another call or text until checkout day. She then charged our card 150 euros when asked why she never responded, only booking.com responded with the information, to then inform us they are not responsible for anything. It is pathetic to see a company so desperate for money that they would leave such an unfit apartment on their site. Oh and when SILVIA LAZARO LOPEZ finally brought toilet paper, she brought it while we were gone and went into the apartment without our permission... wonder if she was the one who robbed us. It is scary and disgusting to know that we were being watched and that someone entered as soon as we left. She said she would call the cops to build a report, obviously never did, she was so guilty that she freaked out screamed and avoided us like the plague. Last time I ever use booking.com I will be sharing all posts on all social mediums to advise everyone of the terrible customer service we have received from all parties. The embassy was closed during my stay, I return to Madrid in a few days, I will be visiting and writing a report in regards to this thief.

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