UMusic Hotel Madrid

The only person who left me with a positive impression was Ricardo at the front desk. He genuinely tried to help. I hope management will get in touch to sort this out. I stayed at UMusic Hotel Madrid expecting a five-star visit, but it was a very disappointing experience during an already stressful time. I'm from Israel, and with flights being canceled because of the war, I didn't know when I could get home. That day I was offered a job audition that required me to record myself singing. Ricardo and Laura, two wonderful front desk staff members, tried to help and said I could use the theatre room around 1:00 AM to record without disturbing anyone. I stopped drinking, prepared my voice, got dressed, and waited in my room for hours. Reception called at 00:30 to confirm the plan. But at 1:15 AM, after all that waiting, I called the desk and was told, “Sorry, you can’t be there alone.” Nobody had told me the plan had changed. Canceling at the last minute without informing me felt very unprofessional and disrespectful. There were other problems too. I found black hairs in the bathtub as soon as I entered the room. The safe didn't work, and although a technician came, it took almost an hour of my one-night stay and the safe still wasn't fixed. I was also promised compensation, including a record player for the room to fit the hotel's music concept, but it never arrived. For a hotel branded around music, it was odd that there was no music anywhere, not by the pool or on the rooftop, and not even in the background. The whole stay was extremely disappointing.