Homenfun Madrid Goya

Living Nightmare (Krueger)

1.0

After the check in, virtually nothing. If you are American, stay away from this place. They don't accept American Express --- one of the most secure cards on planet earth --- and they ask you to communicate through social media WhatsApp. So, in the end it was a horrible experience - the worst I've had in all the places I've stayed in - throughout the entirety of Spain.

− The Check-in process was a complete hassle. I gave them my number and email to communicate with me; they insist on going OUTSIDE of the Booking.com process. Then she says, "you knew the policy." Hun, the policy says NOTHING about communication through social media WhatsApp; I'm not 16, I'm a working professional, and if I pay on this platform the communication must originate and be maintained on THIS platform. So then their assistant calls, finally. Very quickly says I need to answer her WhatsApp messages, and then hangs up the phone. The audacity. These young folks have so little respect, and are resistant to talking on the phone? It's not my issue if the company makes their assistants use their 'own' cell phone. Very unprofessional. Then, after the mixup (convenient to them, not the customer), she says, "I can pay for her Uber to shuttle her back" to give me the keys. She says she has "other check-ins." NOT my problem. In full transparency, I was not able to make it right-on-the-dot at their Second rescheduled time, and I walked to the wrong location, but by then the Booking.com communication was already completely broken down. So now we're even. I'm still the paying customer. They blame me for not communicating with their preferred social media App, versus the mechanism with which I purchased the apartment property ---- Booking.com. If this company does not want to use the Booking.com messaging platform; do not list your property on the Booking.com system. Simple! Other places I've stayed at from Asturias, to Madrid, to Barcelona to Sevilla, to Salamanca... all give you a code. You punch in the code, you get your keys on the table. Bam! done... You pay for incidental(s) or deposits through a webportal. This was a complete hassle, lacked professionalism, lacked efficiency, and the Deposit still has not been returned.