Dear Joni, Thank you very much for your kind review. We are delighted to know that you received such a warm welcome from our team and that being recognised upon check-in made you feel appreciated. We are also pleased that you valued being offered a choice of floor for your room. Your kind words are greatly appreciated and motivate our team to continue providing a friendly and personalised service. We hope to welcome you back again and have the opportunity to improve upon your previous experience. Kind regards, Ibis budget Madrid Aeropuerto

Dear Mr. C., First of all, we would like to sincerely apologize for the inconvenience caused. We regret that this double charge occurred. It was caused by a one-time error related to the payment system integration, which unintentionally generated duplicate charges. As soon as we became aware of the issue, we proceeded with the corresponding refund. We would also like to clarify that reservations are charged separately before arrival, as this is how they appear in our system. For this reason, payments are processed individually for each reservation rather than as a single combined charge. As we informed you on 7 September, the refund had already been processed by our side. In fact, the refund was issued on 31 August. Once the refund has been processed by our property, the time required for the funds to appear in your account depends entirely on your bank's internal processing times, and it may take several business days before the amount is reflected in your account. We fully understand your concern and sincerely regret any inconvenience this situation may have caused during your trip. Please be assured that this was an isolated incident, and we acted as quickly as possible to correct the error once it was identified. We hope to welcome you again in the future and have the opportunity to improve your previous experience. Kind regards, Ibis Budget Madrid Aeropuerto

Dear Allen, We sincerely appreciate your positive feedback regarding your stay with us. We are pleased to know that you found good value for money and that our staff met your expectations. Your trust in our brand is very valuable. Sincerely, Ibis Budget Madrid Aeropuerto

Dear Megan, We sincerely thank you for your kind words regarding our service and the quality of our rooms. We are pleased to know that your experience was positive and that we were able to pleasantly surprise you. We look forward to welcoming you again in the future. Sincerely, Ibis Budget Madrid Aeropuerto

Dear David, We sincerely appreciate your positive comment. We are pleased to know that you found our location and prices to your liking. We look forward to welcoming you again at ibis budget Madrid Aeropuerto. Sincerely, ibis budget Madrid Aeropuerto

Estimada Jasmine L., Agradecemos sinceramente sus amables comentarios. Nos complace saber que disfrutó de su estancia y que nuestro personal contribuyó a hacerla placentera. Esperamos poder recibirla nuevamente en ibis budget Madrid Aeropuerto. Atentamente, ibis budget Madrid Aeropuerto

Dear Andrea, Thank you for sharing your experience. We regret to hear that the service you received from our reception team did not meet your expectations. Friendly, respectful, and professional service to our guests is a priority for us, and we take your feedback into consideration. We will conduct an internal review with our team to further strengthen our service and communication standards, with the goal of providing a more positive experience for our guests. We hope to welcome you back and improve upon your previous experience. Sincerely, Ibis Budget Madrid Airport

Dear Ana, Thank you for sharing such a detailed review. We are pleased to know that you found our establishment clean and comfortable, and that both the bed and air conditioning met your expectations. We also greatly appreciate your positive comments about our breakfast. Our establishment offers a functional concept, especially designed for short stays and airport travellers, which is why some additional amenities are not included in the rooms. The room dimensions and features can also be consulted on our website before making a reservation, together with detailed photographs showing the room layout, so that each guest can choose the option that best suits their needs. Regarding transportation, we appreciate you sharing your experience. We offer a shuttle service at a cost of €6 per journey, subject to the established schedule. We understand that, depending on each guest's arrival or departure time, it may be necessary to use other transportation options, and we appreciate your feedback on this matter. Thank you again for your comments, as they help us continue improving and provide increasingly clear information about the services available. We hope to welcome you again to improve your previous experience. Kind regards, Ibis budget Madrid Aeropuerto

Dear Philip E., We sincerely appreciate your positive feedback. We are pleased to know that you found good value for money and that our staff provided you with the necessary attention. We hope to welcome you again at ibis budget Madrid Aeropuerto. Sincerely, ibis budget Madrid Aeropuerto

Dear Abdelouahab, Thank you for sharing your experience with us again. We are sorry that the check-in process was complicated and that the service you received did not meet your expectations. Respectful and professional treatment, as well as clear communication, are fundamental to us, and we have taken your comments into consideration. After reviewing your reservations, we can confirm that you had booked only two rooms with breakfast for three adults. As stated on our website, our rooms have a maximum occupancy of two people. The only exception is the possibility of accommodating one child together with two adults when the child is under 2 years old. For this reason, as there were ultimately six people in total, a third room was required in order to comply with the established occupancy conditions. Regarding breakfast, the receptionist charged for three additional breakfasts, as the reservation only included three breakfasts that had already been paid for, while there were six guests in total. Regarding the room and the lack of hand soap you mentioned, we appreciate you bringing this to our attention, as this is something we need to review with our teams to prevent it from happening again. We are pleased to know that you previously had a satisfactory experience at another establishment of the brand, and we hope to have the opportunity to provide you with a more positive experience in the future. We hope to welcome you again to improve your previous experience. Kind regards, Ibis budget Madrid Aeropuerto

Dear Paul, Thank you for your kind words regarding your recent stay. We are pleased to know that you found our hotel comfortable and clean. Your feedback is greatly appreciated, and we look forward to welcoming you back in the future. Best regards, ibis budget Madrid Aeropuerto

Dear Ju P., We sincerely thank you for sharing your positive experience at ibis budget Madrid Aeropuerto. We are pleased to know that you found great value in our hotel and that our staff provided you with the necessary assistance. We appreciate your observation regarding the availability of water in the vending machine; we take your comments into account to improve our services. Indeed, our location is more convenient for those traveling for specific reasons, such as flights. We look forward to the pleasure of welcoming you again on your next visit. Sincerely, ibis budget Madrid Aeropuerto

Dear Anthony, Thank you for sharing your experience. We are unaware of where you found the information that our hotel is 1.5 km from the airport, as this distance does not correspond to our location. Regarding the shuttle service, its schedules and conditions are indicated on the booking page so that you can consult them before your arrival. Regarding the difficulty contacting reception by phone, during peak times it may not be possible to answer calls immediately, as the team must prioritize in-person service. We hope to welcome you back and improve your previous experience. Sincerely, Ibis Budget Madrid Airport

Dear Eliana L., We sincerely appreciate your kind comments. We are pleased to know that your experience was satisfactory and that we met your expectations. Your opinion is very valuable to us. Sincerely, ibis budget Madrid Aeropuerto.

Dear Angelika, Thank you for sharing your experience. We regret that your interaction with our reception team left you with such a negative impression. We understand that, regardless of the workload at reception, our guests expect to receive courteous, respectful, and professional service. We have taken note of what happened and your comments regarding the service you received. We will review the situation internally with our team to understand what occurred and continue strengthening our customer service standards. We hope to welcome you back and improve upon your previous experience. Sincerely, Ibis budget Madrid Airport

Dear Nancy M., We sincerely appreciate your positive comment about our hotel. We are pleased to know that you found our facilities adequate and that the close proximity to the airport and the shuttle service were to your liking. We hope to welcome you again in the future. Sincerely, ibis budget Madrid Aeropuerto