smartrental.com Omdömen 

Relative to a stay at Lemonade Santiago, a brand of SmartRental.

Absolutely awful experience.

We left a jacket in the room and called an hour after check out to ask if it had been found. No pick up across 20 attempts between 1:30-9pm, an email at 1:30pm, a message through booking, and two calls to SmartRental (the parent co.) in Madrid who then messaged through the internal system.

We returned a day later, all messages had been ignored, the reception confirmed that these messaged had been logged but were unable to answer the phone… over nearly 8 hours.

The reception was entirely unhelpful until we persisted that we would like to check the room. Most shockingly, the junior team member was left alone to handle our complaint and all incoming / outgoing guests. This is a total failure in process.

The hotel manager did not show his face once. This is totally unacceptable. It’s basic process that the complaint should have been escalated once it was clear that the junior team member was unable to offer a resolution. This reflects both the poor quality of service and a horrendous working environment.

The reception confirmed that we were the last people to stay in the room, that it had not been cleaned, and had not been properly checked. Leading to the quite serious convulsion that the jacket was stolen.

This reflects extremely poorly on Lemonade, SmartRental and its brands: Lemonade, Livit, Evoca, SmartRental Collection, Smartr Stays, Malacuna, Akeah

Hope to help others avoid the same horrible experience. I stayed at the Hotel Akeah Gran Vía in Madrid (one of the properties owned by smartrental.com) for 4 nights (Aug 13-17). On night 2, I got bites on my chest (several clusters characteristic of bed bugs). On night 4, I saw a live bed bug (chinche) on the wall behind my bed. It had all the traits of a bed bug (six legs, not 8 like a tick, visible antennae, etc.). I took photos of it, then put it in a cup and brought it down to the front desk and showed the receptionist. She took a picture of it also. She moved me to a different room and told me that someone would contact me in the morning about laundry service/a refund. No one contacted me. I went down to ask again and was told the manager wouldn’t be in until after 3pm (conveniently when I would no longer be there). I was also told that I wouldn’t be receiving laundry services b/c it wouldn’t be done until too late. I then went to do laundry and heat treat my things and seal them in trash bags. But, of course you can’t heat treat all your things like suitcases, shoes, etc. Then, someone from the hotel texted me on WhatsApp apologizing for the bug situation in my room and offering me a late checkout, as if that was fair compensation.

When I returned, I saw a man who appeared to be the manager. I asked the receptionist if the manager was in, to which she shrugged. The man started to walk away, I believe to avoid me. I asked him if he was the manager, he confirmed he was (I later found out his name was Gelber). He told me that they would not be providing me a refund or any compensation, b/c this was a tick and not a bed bug and there was no problem in the room. When I asked to speak to his boss he told me that he “didn’t have a boss”. When I asked his name to file a complaint he told me that “In Spain we have a law against this” implying I was doing something illegal by asking for his first name. He was disrespectful and unprofessional.

I ran the pictures of the bug and the bite through a bug identification app and they both came back with a result of bed bugs. It’s bad enough for this to happen, but to then have someone tell you it did not happen is absolutely maddening. The worst part is knowing this is probably happening to others. I was on the 5th floor in rm 503; I would leave immediately if you are in that room or floor. What I paid for was a habitable room, what I received was a place with active bugs in it biting me in my sleep. It’s absolutely unconscionable they didn’t give me a refund. I emailed the hotel HQ and received no response.

Everyone knows what a nightmare bed bugs can be and how hard they can be to get rid of. I had to stay at a hotel in my home city to try to make sure I didn’t bring them home with me at great expense. I had to throw away my suitcase and shoes. I had to put everything I traveled with in plastic bags before bringing it into my home. That’s the checkout experience you can expect at Akeah Gran Via.

I’m sure the manager's response to this will sound something like this, “Thank you for sharing your feedback. We’re sorry to hear you don’t feel like your experience lived up to your expectations. We did everything we could to accommodate you, providing you a room upgrade, having the room inspected, and explaining to you that what was found in your room was a tick. We addressed your concerns as quickly and as best we could. Unfortunately, bugs from the outdoors sometimes make it into our hotel. We wish you better experiences in your future travels.”

Don’t be fooled if they offer a response like this. I know what happened, and they know what happened. I asked for documentation that the room was inspected or treated and they refused to provide it. Any reputable hotel would have the room exterminated if there was even a CHANCE of bed bugs. No amount of convenience or cost savings is worth it. Don’t stay here.

I made an honest mistake selecting the booking month at Lemonad Stays Santiago de Compostela (July instead of August). As soon as I realized, hours before the scheduled check-in time, I tried to reach them. It was completely impossible to contact them by phone or email. They only replied via WhatsApp, and they refused any kind of compromise or flexibility, despite my willingness to pay price differences or fees.
To make matters worse, they offered to 'help me make a new booking' (expecting me to pay twice for the same stay). Even after Booking.com support tried to mediate, the property refused any commercial goodwill. If you value customer care, accessibility, and basic empathy for simple human errors, I highly recommend avoiding this place at all costs.

I booked a room in the Malacuna Liverpool Hostel for a friend and I to stay four nights. Three days before we were due to go, and immediately after we could no longer get our deposit back, I got an email to say I had cancelled my booking. I did *not* cancel the booking! The company just realised they could make more money if they rented out the room at a higher rate! I phoned them to get my deposit back and they refused saying I cancelled! This company will actively gaslight and manipulate you and steal your money. Do not use!

This hotel cannot be trusted! We rented a two bedroom, two bathroom suite just for an overnight - we needed beds and showers. The two showers did not work! No water! No help was provided. Despite complaining at the time and following up with an email complaint, we received no acknowledgement of the problem, no apology, no refund. They don't care. They figure more suckers will come along and rent from them.

We are writing to formally express our deep dissatisfaction following a recent four-day stay at APARTHOTEL SMARTRENTAL COLLECTION GRAN VÍA 42 CENTRIC.
From the outset, our experience was unacceptable. Upon arrival, we were met with major construction work at the hotel’s front entrance—an inconvenience that was never communicated prior to booking. While the apartment itself was clean and adequately furnished, the overall stay was marred by several serious issues that require your immediate attention.

Most notably, the hotel’s elevators were non-functional for several days. We were forced to walk up and down eight flights of stairs repeatedly with no alternative assistance offered. When we addressed this matter with your staff, we were told that nothing could be done and that parts were being ordered. This is not an appropriate response for a hospitality establishment that claims to prioritize guest comfort and safety.

More seriously, our room (802) was broken into during our stay, and my husband’s phone was stolen directly from the nightstand. We immediately reported the incident to your front desk. Your staff assured us that camera footage would be reviewed and we would be contacted. No one has followed up with us. We received no update, no explanation, and not even a basic apology for the theft or the clear breach of security.

The complete lack of accountability and communication from your team is unacceptable. The security of your guests and their personal property should be a top priority. Moreover, the condition of your facilities—particularly the prolonged elevator outage—poses a significant safety risk, especially in the event of an emergency evacuation.

This experience was both frustrating and concerning. We expect a formal response from your management team addressing the lack of elevator access, the security breach, and the failure to follow up regarding the theft. A gesture of accountability is long overdue.

I booked a room over phone talking with the reservation department òf them,I told them I wanted in granvia with kitchen ,she said yes , yes and sent a link to pay from her website for which I paid and got a confirmation for a hostel. When I reached there I found that it was in lavapies madrid and not in granvia madrid.
We were senior citizens but we had to climb two floor no kitchen no lift , my husband is a heart patient so we requested for a refund but they denied so we just left without getting our money back and took somewhere hotel room by paying more money.
Do not believe these people check twice before booking if everything is what u want it to be. Do not book over phone or any link they send or through their website .