Hotel Olympia Universidades

The tram stop outside was great BUT I’ve never left a negative review for a hotel but sadly this time I will have to. On our arrival at the hotel we checked in to our room. My friend went to use the bathroom and the toilet was wrapped in “disinfected” wrapping. Upon removing the wrapping, we were horrified to find masses of human excrement spread all over the toilet seat! We called reception who came up to see himself, then sent a cleaner promptly to clean it up, however we were already put about worrying about the sanity of the room in general and other touch points from the previous guest. (Unfortunately in the rush to get it sorted, I was unable to get a photo at this point) We left for the day allowing the cleaner time to sort it and came back later that evening. Upon re checking the toilet, there was still excrement on the toilet. It had undoubtedly been cleaned, but not to a good standard. At this point I took a photo, contacted booking.com and let reception know, it was 11:15pm and someone was checking in so he said he would pop up after. The time went by and we heard nothing so we got in bed. At 12:30am, the phone starts ringing and wakes us up. The receptionist said there was nothing he could do because he was busy so we were left unable to use our toilet for the whole first night. The next morning we were then woken up at 8:30am with another call to a disgruntled receptionist, saying booking.com had been in touch and they would send a cleaner again today. Again we left for the day, came back around 8pm and found there was STILL excrement on the toilet!! Again, someone had been in but it was not cleaned to a good enough standard, another photo was taken. We walked down to reception, wasting yet more of our time and explained the situation (the man was the same man from the first night). We started to feel their frustration and a little bit of hostility, as he explained that this was in fact “not poo. it is simply back splash out the toilet from when they are cleaned”…like that’s better, regardless, that is still filthy. I said I wasn’t going to argue with him, it was poo, it was part of the original stain that had been on the toilet seat the day we arrived. At this point he offered to move us to another room and we took it, but weren’t happy at all. It wasted yet more of our time having to pack up and move. The rest of our stay was ok, we didn’t feel comfortable around the hotel staff as we felt they thought we were trying to cause trouble when really, it’s absolutely justified to complain when someone else’s faeces is in your room and on your toilet seat. We respectfully requested the first night be refunded for the fact the room wasn’t fit for purpose as we couldn’t use the toilet, and this request was declined, over and over again. We since read plenty of reviews doubting the cleanliness of this hotel, so be warned, they do not clean to a satisfactory standard! The hotel are now lying in response to our reviews saying they checked the room and it was fine...however they also confirm that they eventually moved us to another room which would suggest otherwise! They're also saying we've demanded a full refund which is not true! AND they're saying we had the option of getting a refund for our 2nd and 3rd night and leaving, but they never offered that to us as an option or we 100% would've left! All we want and deserve is our first night refunded, the room was not fit for purpose, it contained someone else's faeces! It's absolutely not ok