The hotel was wonderful, my experience a nightmare. I have written a letter of complaint and 3 weeks later have had no proper reply but of course I didn't expect one as the hotel is run so badly. The room was booked for 3 people but it was only ready for 2. After a bit of a fight we got another bed. But we had to fight for more amenities which we eventually got.
We arrived on St. Valentine's day and my husband wanted to surprise me by sending some flowers. He was expecting my call to thank him but as the flowers did not arrive he had to let me in on the secret. Only after various phone calls did they turn up in a vase without water and the deliverer admitted they had been abandoned for 4 hours in a storeroom. At the same time someone from the hotel rang my husband and lied by saying they had been delivered as soon as they arrived at the hotel.
My nightmare did not end there. I went to the spa with my daughters who were sharing the room with me. Once back on our floor, with our bathrobes on, the card key to the door did not work. There was no one to turn to so I had to take the lift down 20 floors and queue up at reception in my bathrobe to my utmost embarrassment to get another key. We had the same problem with the key 3 times during our 3 day stay and no one apologised.
A friend of mine from Nokia attending the same conference in town, the Mobile World Conference, wanted to see the hotel for an event next year. I warned her about the bad organisation but she still wanted to see it. She was made to wait for half an hour and was then attended by someone who did not know Spanish.
On that subject it is shameful that the seemingly official language in the W. Barcelona hotel is English and not Spanish. I mean it is actually in Spain.
The room was great although I missed being able to open a window. However you got the feeling as soona s you walked in that the hotel was only concerned about getting your money. Literally everything was charged for, even the water at 4 euros/bottle. You expect to pay for what's in the mini bar but not what is outside it. There was a lovely cocktail tray with glasses and enticing little bottles but when you took a closer look there was a label on each of the bottles saying "take for me xxx euros" which is very unhospitable for a hotel that charges already an enormous amount per night. Internet these days should not be charged for and here the price was extortionate. I was also surprised to see there was no turn down service or chocolate or anything to welcome you, just labels with a price on everything in the room including the book on the hotel at over 70 euros!!!
I also didn't expect to pay for using the spa - the jacuzzi and sauna. Yes they charge you 20 euros to enter but nowhere do they tell you about it before. I don't know of any hotel in the world that I have been to that charges you to use the spa facilities. Of course you would pay for the treatments but not for the faciliites.
When I complained I got the feeling the information went no further than the person I spoke to. The only explanation given was that the hotel had not been open for very long and that there were a lot of people. I think that is no excuse for a 5* hotel. If they cannot cope with that amount of people then they should not be running a hotel like the W.
I am still waiting to hear from the Manager and expecting some sort of compensation. I am a PR Communications Manager in Spain and if asked for my opinion on this hotel will give the truth: the buidling is wonderful but in organisation they have a lot to learn.
If you want a hotel for the same sort of price and place, definitely go the Arts, it is a hundred times better.
- Also Known As:
- w Barcelona Hotel
- w Barcelona Hotel Barcelona
- W Barcelona Catalonia
- Official Description (provided by the hotel):
- DIVE INTO THE CURRENT Step inside. See for yourself. Designed by world-renowned architect Ricardo Bofill, W Barcelona sets the scene for a spectacular stay. Located on the beachfront along the famous Barceloneta boardwalk. Check into one of our 473 fabulous guest rooms & suites boasting panoramic views over the Mediterranean and city of Barcelona. Mix it up and dine in style at Michelin-star rated chef Carlos Abellan's BRAVO24. Get glamorous on our 26th floor hotspot, at ECLIPSE rooftop bar, or make your way down to our signature Living Room to find WAVE & the W LOUNGE for a cocktail (or two). Take a dip at our WET pool surrounded by sun terraces, cabanas and enjoy the only beachfront access at any hotel in the city. ... more less
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