We showed up at the Hotel at 11:00 AM and asked at reception if our room could be possibly ready. A nice young lady staff checked on the computer, called someone, and told me to come back at 12:30 PM when our room was going to be ready. We came back at 12:40 PM. The same lady was not there, but a male staff, whom very rudely said that it was not possible for us to use the room early, that his colleague should have not promised that, and that he didn’t know when the room was going to be ready. We sat at the reception; my son and husband passed out at the chairs from jet lag. While we waited, the lady that promised the room to us, showed up. I overheard her explaining to her colleague things like: we were staying 3 nights, that we prepaid for our room, that there were rooms ready. But he told her we needed to wait. She came to us, apologized, and promised another 30-40 minutes wait. After an hour passed, the female staff left the hotel for the day. I went to ask how close we were to be able to use the room and he responded that he did not know. At some point we got our room but this guy ruined our first day in Madrid with his not welcoming and not willing to help attitude. If since the beginning, we would have been told “no” to an early checking, it would have been better than what he did, and probably just for asserting his power. I would not recommend this hotel to anybody and we would not go back to this hotel in the future.