We were supposed to stay for 3 nights. However, on the 2 nd night our room was flooded!! Yes you heard it flooded!! My husband woke me up at 1:00 am, showing the water pouring from the AC vent. I called reception 3 times, this idiot kept telling me sombody is coming up. After 20 or so minutes of waiting (couldn't get out because of the waterfall!), my husband went down to the reception. He didn't come up, or nobody actually! So, I went down and grabbed him. He came up and was shocked. The other guy, bell boy, he just woke from his sleep!!! also came. 15 min. they all disappeared and then the bell boy came and told me to grab my things and came out of the room. I told him he needs to help me. We had 2 suitcases and everyhting I put on the bed, to avoid getting wet. He didn't wanna come in to the room because he was goona get wet. So again, I grabbed him and took him to the room!! What a night!! We went down, other people came down also. The bold guy at the reception told me to walk to another hotel close by. I was bare feet!!! Our clothes were wet and we were wearing bathrobes. He kept saying close by but I insisted and called a cab. Next day, I went to get my cell phone (electricity was gone, and I forgot to take it), I told what happened to the day receptionist, Mercedes. She listened to me and told me how customers should be the priority. I told her I am not going to pay. She said yes, and told me to tell the new hotel receptionist call her. Day 4 we are checking out, the second hotel tells me to pay. They call Mercedes and she sends the front desk manager. I don't know his name but he should not be working at the hospitality business. He walks in and the first thing he says I am going to call the police. I went mad and yelled at him. He keeps saying he will call the police. For what?? We told him call the police and we are leaving. Don't know what happened afterwards. All I can say is, this hotel has a terrible management. It could have been a fire or a robery, worst things could have happenned. So, please do not stay at this hotel. They have no respect for the customer. Front desk manager is so irritating. He looks so friendly with his super American accent, however very uygly when things go wrong...
My fourth time in Barcelona, I work with a Spanish company and I would do my best to make this management suffer for what they have done to us. I already complained to the department of tourism in Catalunya.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
February 26, 2013
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First of all we would like to apologize for our late response and we would like to let you know that we greatly apologize for the incident that occurred during your stay in Acta Atrium Palace*** and all the inconveniences caused. As you know, we made our best trying to make your stay as comfortable as possible.
As you said in your review, unfortunately during your stay there was a flooding in the room right above yours which affected to your room and some others. As soon as we received your alert we had to implement emergency protocol: cutting the water first and then evacuating the affected rooms. This is the reason why it took 8-10 minutes before we could get to your room.
Due to the incident occurred we were forced to make you a reservation you in another hotel with the same category for that night. As we informed you, you clearly did not have to pay for that night and neither for the transport needed to get to the other hotel in compensation for the inconveniences caused during the night, but referring to the rest of the stay, you would have to pay as normal.
The day of your departure, with all our respect we tried to make you understand that the rest of the stay had to be paid as normal. Unfortunately, by your insisting on not paying, and with the confirmation of the responsible person of the reception, we had to call the police to report the situation. As you know it is an offense to leave an establishment without paying and we have the obligation to inform the authorities.
Once again please accept our sincere apologies for the incident and the inconvenience caused. It is important for us to let you know that we tried to solve the problem as soon as possible and made your stay the most comfortable possible.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.