Hotel Serrano

"Very nice hotel, also good location (not far from a metro station and 30 min walk from the center). Decent rooms and nice service. Breakfast was also very good. The only downside, which is also why I don't give 5 stars, is the fact that we thought breakfast was included which turned out not to be (so we had to pay 16.5 EUR per breakfast per person). This was no where mentioned, nor was this explained to us during the check-in, so giving the fact that there was breakfast we assumed it was included. For the rest, I would definitely recommend this hotel."

"The air conditioning at night started smelling weird but other than that it's a great value."

"Had a terrible experience. Reserved the hotel for two nights and left on the second day to book a different hotel because of A/C not working. This represented additional inconveniences due to lost hours of sleep and additional transportation costs to a new hotel.\n\nWhat’s most disappointing is that management (in this opportunity, represented by Pedro) provided no real solution, and if they can’t find a solution, I would expect a reimbursement, which was never offered, not even a discount or recognition of my additional expenses due to their failure of delivery of a basic feature of their product, air conditioning. The worst part is I only asked to be reimbursed for 50% of the first night I stayed (50 euros), understanding that I did utilize the room (for less than 10 hours and trying to be fair. They denied my request, letting me know they value 50 euros more than a customer’s satisfaction.\nPedro was disrespectful and didn’t want to recognize the issue even though two of the hotel employees recognized the AC wasn’t working. He basically invited me to leave and go look for another hotel. I had to ask him to come up to my room and see for himself that the A/C was not working, after he was trying to blame me and arguing the AC wasn’t enough just for me.\n\nThrough Pedro, this Hotel transmits their lack of care about customer satisfaction.\n\nIn case it’s useful to someone else, and to show my intent of really trying to be amenable and collaborate with staff, I briefly visited rooms in the first, third and fourth floor in order to find one single room with a decent AC. I was with a hotel employee and we both agreed not one single room had a working AC. Clearly, the AC capacity wasn’t properly calculated, or was not maintained throughout the whole building."