Cibeles Luxe in Madrid

The check in instructions were sent beforehand and all the party had to download the app so that their passports could be uploaded. It was very easy to do. This app also opened all doors and so everyone could come and go as they pleased. The apartment was huge with loads of room for our party. It was spotless and very modern also. Considering it was so close to the centre of Madrid, it was very quiet.

I could see this system proving an issue for some people and sometimes it is great to actually meet a person at the premises!

Spacious & well designed

NO ESPRESSO MACHINE Why? It’s obviously a nice property in the center of Madrid - why not spend the 90€ and put a Nespresso machine there? Oh and the sheets, never slept on anything worse honestly, such a shame; even IKEA offers better quality. Simple cotton sheets would be amazing!

Location and quality of accommodation

Access was confusing at the start

Great location

Poor amenities/details inside the apartment compared to most other stays, stressful maintenance issues (my sister got locked in the bathroom because the handle fell off), extremely stressful check-in process due to abnormal interaction that initially made us concerned for our belongings and safety: We were expecting self-check-in through the app, and then within 10 seconds of getting out of our taxi a man swooped in. No hello, did not say who he was, he just asked "MIT house" and asked to see our booking, and then when I opened the booking.com app he immediately said no and grabbed my phone and started navigating it and I tried to tell him we are good we don't need help, and he kept doing it and talking fast all in Spanish. We were concerned he was an outside person and trying to see a code to access our apartment. When I contacted staff they downplayed the issue and said there is no building security person, which made our concerns worse because we did not know who was looking at the check-in app on my phone. After being extremely persistent with staff on who this could have been, we found out this was a maintenance person for the building. The man was very nice later and was just trying to help us, but this was an extremely inappropriate and unprofessional way to approach a guest expecting self-check-in. If there will be someone to meet a guest at check-in, that should be announced ahead of time, and the person should introduce themselves and not insist to touch a guest's phone in a rushed manner especially when they say they don't need help. Especially in downtown Madrid, where I have personally had two phones stolen in the past. It seemed like we had been scammed and caused an enormous amount of stress to me and my family for fear of our belongings and security in the room, which essentially ruined our first day in Madrid.