"The first morning after check-in we went down for breakfast and had the sign on our door to not enter because we still had our belongings laid out over our beds, purses out, ID, credit cards, medications etc. Before we get our room cleaned we make sure to take these items with us and not leave belongings like this out. To our shock and surprise, we came back from breakfast and housekeeping had cleaned our room, however what is very weird is they only cleaned it partly. They moved all my items off the bed to make the beds, they took one of the hand towels that were not on the floor and did not replace it, we had toilet paper on the roll however when we returned the roll was empty and still on the toilet paper holder. It was very odd especially since we had the sign to not enter the room and are very concerned why they entered and why they didn't leave when they saw our items all over the place. The manager Nuria has been dishonest with us and claimed they stopped cleaning when we entered the room, there was no one in the room when we got back from breakfast. The manager Nuria also contacted us and I told her the best way to reach me since we were heading out for the day was by email and for the next 3 days, and after check-out, I still had not heard from her. She made it sound like I was not being honest until she realized SHE sent this email to the wrong email address - this shows how dishonest and how unwilling they are to take accountability. On our last night we experienced something truly terrifying that staff should have warned us about. We were aware that stops had been cancelled on the Hop On/Hop Off bus due to a planned protest, which was a surprise to your staff when we informed them about this the day before. On the Hop On/Hop Off bus they had to avoid other stops as the demonstrations were spreading but didn't provide much information other than to avoid Plaça de Catalunya. We got off at the Arc de Triumph stop and were able to get to the hotel where we got changed on got ready for dinner. Little did we know at 5 p.m. reports of rioting, fires being set, windows and glass smashing, and looting had been reported on local social media and local news (which we were unaware of due to not having access to local Barcelona news). My elderly mother and I went to go out for dinner at 7 p.m. after the hotel should have been aware of how dangerous it was for hotel guests and did not warn us that areas other than the Plaça de Catalunya have now become dangerous as well. We walked 4 blocks away and avoided the Plaça de Catalunya and while dining the street outside our restaurant had been set on fire, glass was being shattered, electric bikes were on fire and blowing up, pots were being thrown from above etc. Thankfully the restaurant was concerned for our safety and barricaded us inside with their metal garage gate. One of the men working at the restaurant had informed us when the fires were put out for us to be able to try and get to our hotel. We eventually got cornered in by rioters at one end of the street and police and firefighters trying to put out more fires the other way and had no idea what to do. We took the path where the fires had now been put out as more police were there but 5 mins after walking down that street we came across a large group on men putting their masks on to go start more trouble, who were screaming etc and had us scared for our lives. I have travelled the world and this was the scariest situation I have been in and the hotel should have warned 2 women to avoid going out for dinner on their own that night. We watched the news later and saw other hotels had warned guests to eat inside the hotel and locked guests inside to keep them safe and your property let us walk out alone with no warning. This is completely unacceptable and could have ended extremely badly. My mom also just had a pacemaker put in and should have never been put in such a terrifying experience. When we returned to the hotel clearly distraught not only were we shocked that the hotel still had their front door open with no security as this chaos was only blocks away but the staff greeted us as if they were unaware of anything in a cheery tone. Your staff need to be informed of the events going on in your city and need to be proactive in keeping your guests safe! We will never return to a hotel that put our safety in jeopardy like this. In the email they sent to us offering compensation in the form of a spa visit and beverages for the housekeeping issues that were sent to the wrong email address, they are now refusing to take accountability of even that error and not offering a cash refund in lieu as we have now returned home and can't take advantage of this little compensation they did offer. This added arrogance is truly unbelievable, especially after realizing it was THEM that sent the email to the wrong address after accusing me that I received this offer.
The breakfast buffet offers only a small variety of hot items and is more of a continental breakfast. Rooms are very small with the sink near the beds and the fridge that makes noises all night right beside the bed as well. Pool is small and boards on pool deck are not well maintained.
Attached picture is the burned city streets that we got stuck and trapped in because the hotel did not warn us how unsafe it was to leave the hotel that night."
