"Copy of Complaint Letter sent to our booking agent re Catalonia Sagrada Família
I am writing to raise a formal complaint regarding the unacceptable conditions and significant disruption experienced during our stay at Catalonia Sagrada Familia from 25 June for three nights, which we booked through Love Holidays. The issues we encountered resulted in substantial inconvenience, safety concerns, and additional costs, and we expect appropriate compensation for the impact on our holiday and the expenses we incurred.
1. Failure of Air Conditioning and Room Comfort
Upon arrival at approximately 8pm, we found our room extremely hot. Although the air conditioning was switched on, it was ineffective throughout the entire stay. Despite leaving the keycard in the slot continuously to allow the system to run, the temperature remained unbearably high. At around 12.30am the air conditioning cut out entirely, and although it later restarted, it never cooled the room to a habitable level.
This was not a minor inconvenience — it made sleep extremely difficult and left us exhausted during what should have been a short, enjoyable city break.
2. Unsafe and Disruptive Construction Work
On the morning of 26 June, we were met by multiple tradesmen working directly in communal guest areas. This included:
Spray foam being applied above the lift door as we attempted to exit
Tools, wiring, wood panels and debris scattered across the floor
A door being hung in the corridor
Exposed wiring and partially installed smoke alarms visible in shared spaces
These conditions were unsafe, unsightly, and wholly inappropriate for a hotel accommodating guests. We have photographs and video evidence documenting the hazards left in place even after the workers had “tidied up”.
3. Electrical Failures and Loss of Facilities
By mid‑afternoon, the hotel experienced electrical outages affecting reception, the lift, air conditioning, and WiFi. Reception staff confirmed that parts of the hotel had no power, and the lift servicing our floor was out of order, forcing us to climb six flights of stairs repeatedly in extreme heat.
Many guests were complaining at reception, and new arrivals were being diverted to other hotels due to the ongoing issues.
4. Failed Promises and Miscommunication
We were assured by reception staff that we would be moved to a sister hotel later that evening, allowing us to attend our pre‑booked show and dinner without missing our reservation. However, upon returning, the night staff had no knowledge of this arrangement and informed us that the promised hotel move was not an option.
Only after further discussion — and after assessing two alternative rooms with equally ineffective air conditioning — did the night receptionist, Pau, arrange a transfer to another hotel within the Catalonia chain (Catalonia Mikado). He also confirmed that Catalonia Sagrada Familia would cover the cost of taxis, as the alternative hotel was located outside the city centre and would require additional travel for sightseeing. Pau was extremely helpful and it was a trying time for him, as there were a number of customers complaining of the same issues and he had been left alone to deal with the issues which the day staff were all well aware of.
5. Further Attempted Return and Continued Disruption
The following day, we were informed that we were expected to return to Catalonia Sagrada Familia as the electrics were “now working”. Given the previous assurances that proved unreliable, the unsafe conditions we had witnessed, and the fact that this would have been our fifth room change and second hotel move, we declined. We had scheduled time‑specific activities and could not reasonably pack and relocate again.
6. Impact on Our Holiday
Our three‑night break was significantly disrupted by:
Unsafe construction work.
Repeated electrical failures.
Inadequate air conditioning.
Miscommunication and broken assurances.
Multiple room changes and hotel transfers.
Additional taxi costs due to being moved to a hotel outside the city centre, which Catalonia Sagrada Família promised they would cover the cost, and then reneged on.
This was not the holiday we paid for, and the disruption materially affected our experience."
