"We rarely write reviews but coming here for our anniversary, we’ve never been more disappointed in the Kimpton. Do not stay here!
We arrived at noon after landing, having called in beforehand for early check in and on IHG app informing of our arrival time (we have IHG Diamond Status + booked on Chase Edit). They said no rooms were ready and they would text when it was. We leave to a cafe to wait, we keep waiting and we come back at 3 PM for the front desk to be like oh yeah your room has been ready! Here’s the key.
??? No text or contact. If we hadn’t come back we would still be waiting and waiting. Okay whatever, get us to our room after our long overseas travel.
We go up to our room and guess what - there are stranger’s suitcases and bags filled in it by the bed - WHAT! On top of that, at the door was MY backpack in it mixed in with 3 other backpacks of other peoples! Are you kidding?? How can they be so irresponsible with our luggage? Whose stuff is in our room? Did they give our actual luggage to someone else? They could’ve given my backpack to another room as well. The least I would expect is for them to take care of our stuff whilst we had to wait.
We go back down and they are barely caring about this situation. They go and take all the other people’s stuff out of our room and then finally find our correct luggage, and told us we’d still have to stay in that room because they can’t offer anything else (we have no idea who’s been in there and other peoples stuff was everywhere).
We finally get in the room with no strangers stuff. We find there are gross stains on switches, there’s hairs on the hairdryer, and the shower water leaks out to the floor after each use, creating a damp puddle area.
This is supposed to be a 5 star hotel!!!
They do provide alcohol wipes at the sink (I guess so you can clean everything yourself)
The walls are THIN. I can hear everything my neighbor is doing, shutting their doors/closets moving around, talking. Your balcony (which we paid extra for) is not private. Our neighbors would literally step into ours unannounced with clear view into our room - a major privacy issue (pics attached).
The first morning housekeeping walked into our room and turned the lights on without knocking, scaring the crap out of us. We told them to come back in an hour when we would be gone, but 15 minutes later 3 different people knocked again and again and tried to come in again. The 4th time someone knocked it was a staff asking if he had received our luggage yet. What? We’ve been here for a day. Just a nuisance.
To add insult to injury, our friends who have the same status and Chase credit who we ran into at check-in, received welcome drinks + the credit voucher when they checked in, where we received neither (the Chase Edit offers the voucher, it’s not optional). No explanation as to why we got different treatment. Just completely inconsistent service and zero extra care offered for all the mistakes and inconveniences.
Out of all the options in Barcelona I am so so so disappointed I picked this hotel."
