H10 Puerta de Alcalá

Horrible noisy experience with unexpected construction work Arrived on a Sunday and got a nice new room on the 6th floor (616) which was beautiful and I enjoyed the pool and bar area in the evening. The next day everything changed. The following morning I opened the door and found construction workers, materials and cables outside my room. They started banging, sawing and drilling in 615 from 9 am and talking loudly in the hall but as I was leaving I asked the reception who told me it would end by 6pm. I returned to my room at 4pm and spent 2hrs listening to drilling, bagging, loud talking and the smell of cigarettes entering my room. The next day when I saw the crew return I asked to move rooms. They sent me to a room on the second floor which was HORRIBLE - small, dark and overlooking a brick wall, and I ended up settling for room 114 which I was told would be quieter, although was an older style to 616. But that wasn't quieter, in fact all I could hear was banging and noise of rubble falling from above. I have videos of the noise. I am very disappointed because if I had known the hotel was going to be having construction I would not have booked the hotel months ago. I don't think you they should be booking guests into rooms next door to construction without warning them as I wasted a few hours packing to move rooms and continued to experience noise. As well as that the floors and walls are paper thin and I could hear people walking around above me and flushing the toilet. It's really unsettling when you're a female travelling alone to hear people next door hanging up their clothes in the wardrobe late at night. When I went to complain at reception, they told me to email the manager. Actually one of the guys on the reception was quite rude, the young lady who worked there was much nicer. Guess what? A month later I still haven't had a reply, or an apology, so no, don't book this place if you want to be treated with some respect. The only good things were the location, the roof top pool with the fantastic friendly pool attendant and the breakfast was good.

Great hotel for a city break Great location and only short walk from the nearest metro station ‘Príncipe De Vergara’ or ‘Ibiza’ and the beautiful park ‘Parque Del Rel Retiro’. When we arrived we was offered a lovely glass of Cava which was a nice surprise while we checked in. Good sized comfortable bedroom, towels changed daily and rooms made up. Complimentary toiletries and a Nepresso machine in the room. Rooms also have a mini fridge which we used to store water. What was really great about this hotel was the rooftop pool. Yes it’s not huge but great to cool off in after a day sight seeing especially when Temperatures are hitting 35-40 degrees. You do have to book and out of the 4 days there we managed to book sunbeds for two days we used the pool (you can reserve for an hour per day which seems fair to me to give all guest a chance to use the sunbeds). Yes the elevators are slow in the hotel but it’s not the end of the world especially a few trips up and down the stairs to walk off the tapas and Rioja. Really had an enjoyable stay. Very modern clean hotel.

Horrendous service The hotel needs an urgent upgrade both in terms of infrastructure and service: - two maintenance men entered the room without my authorization while my daughter was unclothed to supposedly fix the safe, when nobody asked it to be fixed - the room key wasn’t working and it took them 20 min to realize it was broken and another then to get into the room - the check-in was supposed to be at 2pm. At 3pm my room wasn’t ready and the reception didn’t seem to care at all - I had 2 kids and 5 luggages and no one cared to helped me out with the luggage

Very expensive for a mediocre experience I don't really understand how this hotel calls itself a 4 star other than the way it looks and the fact that the staff brought our luggage to the room. Other than that, we had an experience that rivals that of a more modest hotel for the price of a room in NYC or Boston (which is incredible). Our room was near the elevator/staircase and people were very loud around 1am right outside the door, the room itself was very dark at 4pm because it had a view of the patio, and the whole hotel (8 floors, a rooftop, many rooms) only has 2 tiny elevators. We had to wait 15 min to get an elevator the morning we checked out, and had a taxi/plane to catch so it was annoying. I'm sure they can't do anything about that in particular, but in terms of service, it would have been nice to at least ask us when we would be leaving, and let us know that the elevators got crowded, and to offer to help us bring them down the stairs if that was the case.

Exemplary service in a modern, artsy, pristine boutique hotel This is a 4-star hotel masquerading as a 5-star hotel. I got top notch service here and couldn't wait to rave about it here. We missed our flight and had to find a place stat to call home for one night until we could head back home. We were exhausted and frustrated. They had 1 family room left for us and we made our way there. Our room wasn't ready, so they offered a discount for us to wait in their restaurant. We finally had a chance to relax and stay there for hours! Once I mentioned to them that the room number they gave me matched my son's birthday (which was in a few days), they dropped off a beautiful birthday celebration cake and beverages for us - it was SO nice of them. A very nice touch. And, I had a package I needed to send out before I left the country. It was a weekend and none of the local post offices were open. The front desk did not hesitate to help: they found me a box and put me in touch with a local courier that would handle the shipment for me. This hotel went above and beyond to provide service. It is modern and clean and in the best possible neighborhood. I would love to come stay here again for a longer sojourn!