Puerta de Toledo

I booked this hotel for three nights but had to leave after two because my grandmother passed away and I needed to fly back to the United States. Before leaving, I spoke with customer service and was assured that I would receive a refund for the unused night. I then contacted Expedia, who said they would work on the request. However, about 24 hours later, I received an email saying the hotel had refused the refund. What disappointed me most was being told one thing in person and then receiving a completely different answer afterward. During an already painful family emergency, I expected more compassion and for the hotel to honor what its staff had promised. The hotel itself was okay, but it was constantly busy, especially with outside visitors coming to the rooftop. In my opinion, the rooftop did not make up for the disappointing customer service. There are plenty of other hotels to choose from, and after this experience, I will not book here again.