Hotel Madera Hollywood — Hotel in Hong Kong

Forced to sleep next to a couple's all-night 'marathon'

A sleepless night due to the couple next door being busy from 4 AM to 8 AM was already a nightmare, but the way the hotel management handled the situation was beyond frustrating.

On Day 1, we checked into Room #1702, a non-smoking room that reeked of cigarette smoke so intensely that we felt suffocated upon entry. We immediately requested a room change, but due to full booking during Chinese New Year, we were relocated to Room #2702. This room had severe pipe noise issues—something they were clearly aware of but chose to hide from us. (a staff told us later)

Next day at 2 AM, we went to bed late but managed to sleep despite hearing faint, odd noises. However, at 4 AM, things got worse. The sounds from the next room became unbearable, and it sounded like the commotion of a laundry machine. By 6 AM, the noise became intolerable, so I called reception. But the noise only got worse. At 7 AM, I called again, asking what actions had been taken. He claimed he “couldn’t identify the noise.” I asked for their WhatsApp contact to send recordings as proof. At 7:16 AM, sent multiple recordings. His only response? “I checked the rooftop and lobby, but there is no noise.” At 7:36 AM, I insisted that the noise was real and relentless. He kept denying it—until the moment we started speaking in the lobby, and suddenly… BOOM! The banging noise was so loud that we both heard it from there.

The moment he finally acknowledged the noise, he said 'It’s only one male resident staying there, so he probably brought a woman over,“ and he proceeded to ring the bell. 🤦🏻‍♀️ The door swung open violently, and the staff asked the guest to lower the noise. The man slammed the door shut in response. Then he said since he had warned the guest, it would be okay. Seriously? 7:37 AM - 7:45 AM: I returned to my room. Less than a minute later, the couple next door (possibly annoyed) continued the marathon. I sent the recordings again. The hotel’s response was a single “😓” emoji. This frustrated me even more. Soon after, the couple finally finished and proceeded to take a shower—every single sound was clearly audible from our room.

Then, the hotel’s incompetent service unfolded further. At 9:21 AM, after hours of sleep deprivation, the hotel finally texted us to offer a room change. We went downstairs, expecting at least an apology for the entire ordeal. Instead, when we arrived at reception, both of the staffs did not even bother to say sorry. Their first words? “We’re going to change your room, so please pack your belongings.” No remorse. No professionalism. No attempt to compensate for their disastrous service.

At this point, my sister and I had lost all trust in this hotel. We decided to cancel the remaining two nights. However, the female staff refused to guarantee a refund, saying only the manager (who wouldn’t be available until 12 PM) could decide. So after suffering a sleepless night, we were expected to wait until noon for a refund decision?

I began firmly complaining about their terrible service, attitude, and lack of responsibility. When I showed the female staff the WhatsApp conversation I had with the male staff all morning, her demeanor immediately changed. She suddenly became polite and apologetic, admitting she had not been fully aware of what had happened. Apparently, the male staff had misrepresented us to her, making it seem like we were simply being dramatic over nothing. This means that instead of doing their job, the staff had been downplaying our legitimate complaint and treating us as unreasonable customers, rather than acknowledging their hotel’s serious failures.

This was, without question, the worst experience I’ve ever had at a supposedly 4-star hotel. The rooms are poorly soundproofed, making every sound (even from private moments) disturbingly audible. The staff is unprofessional, dismissive, and incompetent at resolving complaints. The management fails to take responsibility for guest comfort, treating customers like a burden rather than...

This hotel is now my absolute favorite place to stay in Central! I’ve stayed at a few other prominent hotels in this area over the years, and Hotel Madera Hollywood is exquisite!

Our room has a spacious living area, kitchenette, washing machine, walk-in closet, exquisite bathroom, and a comfy bed! Basically, this hotel provides all of the amenities you’ll need - might as well live here!

The details in this hotel are immaculate, and reflects the “Golden Age” of Hollywood cinema quite elegantly (Easter Egg - the key card has a silhouette of the legendary Charlie Chaplin). We stayed two nights and found it to be quite relaxed and memorable.

Located in Central - you are just a few minutes away from where you need to be. The hotel is also located around awesome photo landmarks, and delicious restaurants. For dim sum, we walked down Peel street and took a left on Wellington to give Lin Heung Lau a try. Verdict: Solid dim sum that still has carts going around (Check out my review for this place in a separate post). In the evening - it was so easy to walk back from the bustling nightlife of the Lan Kwai Fong scene. Perfect for coordinating with friends!

The staff are very attentive, and communication is prompt via WhatApp. Thank you to the hotel team for the hospitality, looking forward to staying at the Hotel Madera...

I simply cannot imagine staying anywhere else in Hong Kong other than this incredible gem. The rooms are impressively spacious, far exceeding expectations—not just for Hong Kong’s typically compact standards but for anywhere in the world! The design is a perfect blend of vibrant colours and tasteful elegance, creating an atmosphere that feels luxurious yet welcoming.

Every detail in this place is thoughtfully curated, from the impeccable cleanliness to the comfortable furnishings that make it hard to leave the room. The service is unparalleled—friendly, attentive, and genuinely focused on making every guest’s experience exceptional. Whether you’re in Hong Kong for business or leisure, this spot delivers on every front.

The location is unbeatable too—right in the heart of the city, offering easy access to everything Hong Kong has to offer, yet it feels like a peaceful retreat from the city’s hustle and bustle. I would wholeheartedly recommend this place to anyone visiting Hong Kong. It’s not just a stay; it’s an experience. Five stars, without a...