Hotel Exe Moncloa

The shower was nice, the bedding decent, and there was a tea set in the comfortable room. But I barely slept over the three days because the teenage club behind the hotel kept going until 4 or 5am every night. There was shouting, bottle breaking, loud singing, all of it. Really annoying. Next time I'll pick a quieter street.

The entrance doesn't look much like a typical hotel, though once you know where it is, it's fine. It's well located near the metro, with plenty of restaurants and grocery stores around, and the staff are friendly. We had comfortable rooms and a good breakfast. Some rooms have a terrace, and the view can be good if you get a higher floor.

I tried to cancel just the last night of my week-long stay, but was told it wasn't possible. Their rule, as they put it, was that cancellations are only allowed in cases of hospitalization or death. This was still a week away. Apparently, I could have cancelled the whole booking 48h before arrival, or booked the last night separately from the start and cancelled that. If I'd known my personal situation would change weeks ahead, I could have planned around it. There was no consideration or sympathy, and no real attempt to help. Customer service doesn't seem to exist at this supposedly four-star hotel.

The room looked very tired and had an unpleasant smell, and the noise made the stay miserable. I was on the 3rd floor facing the entrance, and the insulation was so poor that my wife could hear police sirens through the phone while I was inside with the windows shut. On Sunday evening I asked reception for a quieter room. The receptionist apologized, said they were full, and told me to come back in the morning because a move might be possible. After breakfast, at 07:30, another receptionist agreed the lower rooms were noisy and said she'd try to move me upstairs, but the system wouldn't let her do it then. She asked me to return later, then said room changes had to be made in the morning. I was furious and tried to complain about the morning receptionist, but got brushed off with a promise to add a note to the system, which already seemed unable to handle room changes. I wouldn't recommend this place: noisy rooms and useless staff.