Catalonia Ramblas

For the 3rd time here again 2 nights, lovely! Nice hotel, friendly and helpful staff, nice beds and above all good food! Always a good stay.

Unfortunately, my experience at this hotel was extremely disappointing and, at times, truly distressing. On the very day of my arrival, my mobile phone was stolen right in front of the hotel. I immediately went to the front desk because I urgently needed to make several calls to block my services and inform my family of what had happened. Fortunately, an employee named Daniele immediately offered me his own mobile phone. He was exceptionally kind, helpful, and professional. I cannot thank him enough for the help he provided me during such a difficult time. Unfortunately, Daniele was subsequently absent from work for a few days, and that was when my problems really began. I explained at the front desk that I could not make calls from my room and that, after the theft of my phone, I desperately needed to communicate with my family and resolve several urgent matters. Despite having clearly explained the situation, no one made a real effort to help me. I even asked if I could use a phone at the front desk and made it clear that I would have paid whatever was necessary simply to be able to make the calls I needed. Despite this, I was only allowed to make one phone call. The most surprising moment came when I asked to speak directly with the hotel manager. The response I received was: "The manager does not speak with customers." I have been to many hotels, but I had never encountered such an unacceptable attitude toward a guest. When a customer has a serious problem and expressly requests to speak with the person responsible for the hotel, refusing even to meet with them is, in my opinion, completely inappropriate. Finally, I was allowed to speak with a manager and state my complaints. Unfortunately, this did not resolve the other problems I had experienced during my stay. The housekeeping staff left some dirty, damp cleaning rags on my bed. The soap in my room ran out and, despite having asked for it to be replenished, nothing was done. After four days, I finally had to personally take the empty container to the front desk and ask for it to be replaced. What disappoints me most is not simply that these problems occurred, but the way in which they were handled. The attitude and the responses I received at the front desk gave me the very clear impression that customer satisfaction was not a priority. A hotel cannot expect its guests to feel welcome when the most basic requests are ignored, when a guest who is in an emergency situation is left without proper assistance, and when management refuses to communicate directly with customers. The only truly positive aspect was Daniele, whose kindness and willingness to help were exceptional. He demonstrated exactly the level of professionalism and humanity that I would have expected from the hotel as a whole. Unfortunately, the same cannot be said for management or customer service in general. I would not recommend this hotel and, based on my experience, I certainly would not stay here again.

Perfect service of valeria she helped us very well