Mario Villanueva Stadium Madrid Tours and Activities

Loved everything beyond amazing customer service

Some pool and restaurant staff were professional and courteous. Unfortunately, our overall experience was overshadowed by how management and poor security handled two incidents. First, pool chairs that staff had reserved for our family were given to other guests while we were briefly away. Although an employee apologized, management required our family to relocate instead of resolving the situation fairly. A more serious incident occurred on our departure day. After approving a late checkout, staff asked us to sign a liability release but would not allow us to retain or photograph the terms. When we requested an opportunity to review the document, management revoked the late checkout and threatened to remove our family and belongings and assess additional charges. Security was then called, and the interaction included comments that we perceived as discriminatory and threatening. We felt intimidated and became concerned for our family’s safety, so we ended the conversation and reported the incident to Expedia. The property is attractive, and several employees provided good service. Nevertheless, management’s handling of these incidents left us feeling unwelcome and unsafe. Based on our experience, we would not recommend this resort to families.