Lack of Empathy and good service!

In general: We were 3 adults and a 18 month old baby, and that is why we chose the family suite. Our stay started on the 14 th of October and it was supposed to end on the 24 th of the same month. So we booked a 10 day stay, which I consider a fairly long guaranteed reservation for Montevideo. The hotel was clean, the room was comfortable, nothing amazing but we could have stayed there until the end of the reserved period. Except that: since the first night there a neighbor of a private building, which apartment leveled with our room, turned on the television at a high volume, and the sound kept coming through the wall into our room until 5 am in the morning. The next day the same thing happened. The sound was so high that it kept my baby from sleeping until he was exhausted, and went on until 5 am again, but this time it was so loud, that it seemed the television was turned on inside my room. At 3am, my husband decided to go downstairs to make a formal complaint, as we could not sleep, and the baby kept waking up and crying because of the noise. So at the front desk, my husband was told it was coming from the other building, and the night manager said he would go to the building and talk to the doormen to see if he could talk to the owner of the apartment. And my husband asked for another room, even if it was not a family suite. The night manager said he would leave a note to the manager asking him to find us an other room in the hotel. In that morning, after a miserable night, we went to the front desk to see what they were going to do about it. First, the night manager did not leave any note about our situation. Then they said that they were going to see what they could do, and after talking to the hotel manager, who did not show up, they said that the responsibility of changing us to another room had to be delt directly with booked.net. That is nonsense! It seems an utterly complex way to deal with your clients. As we insisted, they said they would not change us to an other room because they were fully booked. So we decided to go out and look for a place to stay.I decided to let the employee at the reception of Vivaldi (a lady) know that we were leaving, and why. She got offended and treated me really bad. But, I understand she was nervous as her manager didn't come to see us, at any time, even though we asked to talk to him for at least 4 times during all this annoying process of being dismissed as school kids by the staff. We packed everything, came down with our suitcases 40 minutes later. There was another employee at the front desk. We asked to talk to the manager again but he did not come to see us. So we said we were leaving, and asked him if he could give us any document that proved that we were leaving the hotel. Finally, he gave us the letter and went to get the manager signature and came back saying 'I just heard there was a cancelled reservation I could put you in this other room if you want to have a look. 'And I reply' We have been trying to talk to you and you kept dismissing us now we are leaving, even because we have already paid for the room at an other hotel.' The team at Vivaldi Hotel Montevideo failed on being empathic with my family and me. They were totally incapable of seeing my 18-month baby, or my mother of 75 and didn't care a bit about the quality of my family vacation, or considered that we were a guest of long permanence in the hotel. As for the employees, I pity them, they lack training, and is clear to me that they cannot count with their manager to do a better service. Location and surroundings: good. Service: Lousy!!! Dining: There is no dinning at the hotel! Not even a bottle of water in the the frigobar. Sports and leisure: it was closed for repair. Room: clean. Useful tips: DON'T BOOK THIS HOTEL!