Verified
2/10 Terrible
Christopher
Jul 18, 2026
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
Avoid this hotel.
I booked BYPILLOW Castellana because of its location and because it advertised air conditioning. With Madrid at 35°C, this was essential. At check-in, I specifically asked the receptionist to confirm the air conditioning was working and was assured everything was fine.
It wasn’t. The air conditioning did not work, the room was unbearably hot, and I endured one of the worst nights I’ve ever had in a hotel.
The following morning I was then told the air conditioning was broken. Had the staff been honest when I checked in, I would have found another hotel immediately instead of suffering through the night.
I had no choice but to check out, even though I had already paid for a second night. The hotel manager instructed me to contact Expedia and assured me the hotel would authorise a refund for the unused night. I followed every instruction, but the hotel has failed to honour that promise and I am still out of pocket.
The worst part wasn’t that the air conditioning broke—these things happen. It was being misled by staff and then having the promised refund refused.
I can’t afford legal action, so I can only warn other travellers. Madrid has many better hotels with honest staff who stand by their commitments. I recommend avoiding this one.
Christopher
Stayed 2 nights in Jul 2026