UMusic Hotel Madrid

"Excellent staff, that made me feel welcome."

"Amazing! Friendly staff (especially Anthony at the rooftop bar), amazing breakfast and a nice location."

"I would like to share my experience during my recent stay at your hotel, in the hope that my feedback will be taken into consideration for improving the guest experience in the future. I arrived at the hotel around 11:00 AM, before the official check-in time. The receptionist informed me that my room was ready and that I could check in early. I mentioned that I didn’t mind waiting and would enjoy the pool until the regular check-in time, but she insisted that I go ahead and enter the room early—there was no mention of any extra charge. When I entered the room, I was disappointed to find black hairs in the bathtub. Additionally, the room did not have a remote control for the air conditioning. This may seem minor, but at a 5-star hotel, and especially during hot weather (over 30°C), guests expect to be able to control the temperature comfortably from the bed and not have to get up each time to adjust the system via a wall panel. After raising my concerns, the staff offered to switch my room and said I would receive a private balcony as compensation. When I arrived at reception, the manager—who was very kind and welcoming—explained that the room with a private balcony was no longer available, and instead showed me another option. Unfortunately, it was not up to the same standard as my original room, so I decided to stay in the room I had. As compensation, I was offered an additional drink at the pool, complimentary breakfast, and I was told that the hotel would not charge the €80 early check-in fee. However, that fee was never mentioned before—it was the hotel that offered early check-in without any mention of a cost. I did enjoy the rooftop and pool area, but I found it strange that in a hotel branded around music, there was no music at all—not even quiet background music—either at the pool or on the rooftop. The silence felt unusual and out of place. That being said, the drinks were excellent, and the poolside service was truly outstanding. I am from Israel, and due to a canceled flight, I did not know when I’d be able to return home. That same day, I received an opportunity to audition for a job, which required me to record myself singing a musical theatre piece (which can be quite powerful and loud vocally). At around 21:30, I spoke to Ricardo and Laura at the front desk—two absolutely wonderful people—who tried to help me find a creative solution to film the audition. I even said I’d be willing to do it early in the morning the next day. Eventually, around 22:15, they told me that after an event in the theatre room (around 1:00–1:30 AM), I’d be allowed to use the space, as it wouldn’t disturb anyone. I was thrilled—thinking maybe it was fate, that I was meant to be in this music-themed hotel at exactly the right moment. From that point on, I stopped drinking alcohol, ate something small, drank lots of water, and prepared myself to sing. I even looked for a second phone to help me film. Dressed and makeup also At 00:30, the reception kindly called me to confirm everything was on track and that I’d receive a call at 1:00 AM to head down to the theatre. But at 1:15 AM, still waiting in my room, I decided to call reception. A different staff member answered and simply told me, “Sorry, you can’t be there alone.” I was shocked. I asked why no one had updated me earlier, as I had been waiting for hours. I could have used that time differently—had a glass of wine, gone to the restaurant, gotten a good night’s sleep, or even worked out. Instead, I waited in anticipation for something that was completely canceled without notice. It felt incredibly disrespectful and left me deeply disappointed. The following morning, my breakfast omelet took over 30 minutes to arrive—and when it finally did, it wasn’t even the one I ordered. At that point, everything just felt grey and disheartening. Before leaving the hotel early that morning, I shared my experience at the front desk, but it was met with no real acknowledgment or response. As I now begin the complicated journey back home, I cannot ignore the frustration and disappointment I felt.also because the situation in Israel that at the flights was cancelled and I didn’t knew when I’ll get hit. I truly hope you reflect on this feedback. There is great potential in your concept and your team, but execution, communication, and consistency are key—especially when it comes to treating guests with genuine care and respect. I Want ti say thanks again specially to Ricardo that immediately tried to help me with something that is unusual for guest in a hotel, but it’s the beyond to host someone and make him feel like he metters . I would like to receive financial compensation for the experience I had staying at the hotel. Sincerely, Amit levy"