"I was traveling with my family, three of whom have medically diagnosed celiac disease and severe dairy allergies. We were very much looking forward to both our stay and dining at Nobu, given its reputation as a premier, world-class restaurant.
As I always do, approximately three days prior to our arrival I proactively contacted your staff to discuss concerns regarding cross-contamination, particularly gluten exposure, which includes soy sauce. I understand that a significant portion of sushi preparation involves soy sauce in some form, which is precisely why I reached out well in advance.
What followed was a very disheartening email exchange. Given Nobu’s stature, we were surprised by the lack of understanding conveyed. At no point did we feel confident that the seriousness of celiac disease or the dangers of cross-contamination were fully understood. There also appeared to be little awareness that traditional soy sauce is gluten-based.
For individuals with celiac disease, even trace exposure can have serious medical consequences. In our case, exposure can result in hospitalization, including high fever and breathing difficulties. Despite numerous emails, it became clear that the severity of these risks was not being grasped. As a result, we felt compelled to cancel our Nobu reservation for safety reasons.
Compounding this, we were shocked to find that there were no gluten-free options available on your room service menu. In today’s hospitality environment, it is highly unusual for a five-star hotel to offer no accommodations for common, medically necessary dietary restrictions. Even more concerning was that staff members did not seem to understand what celiac disease entails.
Ironically, we ended up ordering sushi from a local restaurant in Barcelona that demonstrated a far greater understanding of allergy safety than either the hotel or Nobu.
With respect to our accommodations, the experience did not align with the expectations of a luxury property. The initial room tour felt rushed, and instructions for operating in-room systems were unclear. We had ongoing difficulty operating the blinds and properly setting the HVAC system.
Basic room functionality was also lacking. The bathroom trash receptacle was so small it could barely hold any waste. The only other trash can was hidden under a counter in the master area. For a suite of this size, having only two very small trash receptacles felt inadequate and poorly considered.
We were also surprised to find that the room was stocked with only two bath towels, making it impossible for more than one person to shower without requesting additional towels. This felt unnecessarily stingy and is something I have never encountered at a five-star hotel."
