Very Disappointed with Eliana Eudes / MovetoMadrid
I hired Move To Madrid for relocation assistance after moving to Madrid and paid more than €2,200 for their services. Unfortunately, my experience was very disappointing.
Throughout the process, I ended up doing a significant amount of the apartment research myself. I was also repeatedly discouraged from pursuing rental companies I was interested in, rather than being given objective information about the available options.
For example, I was particularly interested in Ivory Homes. Eliana described the company negatively, calling them "conceited" and said she had “a very bad feeling” about it, but did not provide a clear, objective reason why I should avoid it. She told me she would visit the company, introduce herself, and view apartments so she could assess whether it was a suitable option. I relied on that representation. She did eventually book a viewing for the Hermosilla apartment, but it was arranged approximately a week after my request, and by then the apartment had already been rented. This was especially frustrating because having someone on the ground to help assess apartments was a major reason I hired a relocation service in the first place.
I also experienced confusing and, in my view, incorrect guidance regarding a Spanish bank account and phone number. I was told that I needed to open a Spanish bank account before obtaining a Spanish phone number, while the bank required a Spanish phone number as part of its process. This created a circular situation. The bank appointment was unsuccessful, and I was asked for identification information that did not apply to me. I ultimately had to find an alternative solution and finalize these matters myself.
There were also disputes about additional charges. The Padrón appointment was included in our services, and we were told in writing that there would be no additional charge for the agent to attend. We were later asked to pay for her train tickets from her vacation destination so that she could attend.
I also paid €200 for legal assistance with appointments. My husband handled his appointment himself, and €100 was refunded. The remaining €100 was not refunded, even though the lawyer was never used. I did not authorize that amount to be converted into payment for another service. Although Eliana later assisted me with my DNI appointment, I had not agreed that this would replace the unused legal assistance. I also did not request that she make multiple trips to the police station, nor did I agree to pay €100 for those trips. Despite her involvement, I still received information about the DNI process that turned out to be incorrect.
We also never received invoices for the payments we made.
Beyond the service issues, I found several of Eliana’s comments and interactions unprofessional. She made derogatory comments about female employees at the bank and at Homeclub, said that men were better to work with, and said that she preferred to work only with “rich, good-looking clients.” She also made personal comments about my appearance, including that I did not look Spanish and that I looked terrible in my DNI photo. When my husband pointed out that we were the clients, she responded, “I’m the boss.” I found these comments inappropriate in a professional relationship.
Overall, the process felt chaotic and stressful rather than supportive. I paid for professional relocation assistance and expected objective guidance, accurate information, transparent charges, and proper documentation. Instead, I had to resolve several important matters myself, and I believe some charges and services were inconsistent with what had been agreed. Based on my experience, I would not recommend Move To Madrid or working with Eliana.