When we arrived for check-in, we were informed that we had received a complimentary upgrade to a superior room — which made us really happy at first. However, upon entering the room, we were disappointed to find that the air conditioning was broken. In the scorching Madrid summer heat, with temperatures around 38°C (100°F), the room felt like an oven and the stay became extremely uncomfortable. We asked to change rooms, but were told the hotel was fully booked and no alternatives were available. As a “courtesy,” they only provided a fan, which was far from enough to deal with the heat. A frustrating experience.