Acta Piramides

The room is spacious and clean. We had a good night sleep here. Bus stop is just outside the hotel, easy to get around to the tourist spots with bus. Next to the hotel has metro station. We prefer to take bus to get around in Madrid, it’s very convenient

Snugged in the quiet corner of Atocha, Arta Piramides is great if you want to explore Madrid via it's efficient public transport system. The metro station is right at its entrance and you have two bus stops both within 30 foot steps! What a location i must say! Rooms were clean, towels were replaced daily even though unrequested and my only qualm was the overly soft pillows, otherwise 5 stars for me without a doubt. We will be back!

With the emissions restrictions in central Madrid, we needed a hotel with parking just outside the city centre. This hotel is well located (25 min walk to the city centre) with a metro station right in front of the main door. Car parking is private and ample. Rooms are clean and spacious, and cleanliness is excellent.

I am writing to formally express my dissatisfaction regarding my recent stay at your property. Upon arriving at my room, I discovered that the balcony/window door could not be locked. At first, I thought it might be a mechanical issue, so I carefully inspected it and found that the locking mechanism was actually broken. Concerned about my safety and the security of my belongings, I reported the issue to a member of staff. Unfortunately, instead of taking my concern seriously or offering a solution, the staff member appeared to find the situation amusing and laughed about it. I was then told that being unable to lock doors or windows is "normal in Spain" because the country is supposedly very safe. Whether this statement is true or not is beside the point. What I found particularly upsetting was the dismissive and disrespectful attitude shown toward my concerns. During the conversation, I felt that I was being mocked for coming from another country. The staff member's comments implied that Spain is inherently safe and that security concerns are only relevant in countries like mine. This came across as condescending, culturally insensitive, and inappropriate. As a paying guest, I believe it is entirely reasonable to expect that the room can be properly secured and that any safety-related concerns will be addressed professionally. Instead, my concern was dismissed, no meaningful attempt was made to repair the broken lock or provide an alternative room, and I was left feeling uncomfortable and disrespected. I am deeply disappointed by both the maintenance issue and, more importantly, the way it was handled by your staff. A broken lock is a legitimate security concern regardless of the country in which the property is located. Guests should never be made to feel that their concerns are ridiculous, nor should they be subjected to remarks that can be interpreted as discriminatory or belittling toward their nationality. I would appreciate an explanation regarding this incident and information about what steps will be taken to ensure that future guests are treated with greater professionalism, respect, and consideration. Thank you for your attention to this matter.