Hotel Indigo Barcelona - Plaza Catalunya

"This was, without question, one of the worst customer service experiences I have ever encountered. What should have been an enjoyable stay in Barcelona turned into an unnecessarily stressful and upsetting experience due to repeated reservation errors and the appalling behavior of two employees, Sipho and Albert. Before arriving, I spent weeks attempting to resolve issues involving duplicate reservations, multiple unauthorized payment attempts, and conflicting information from hotel staff. Despite providing extensive documentation, including my original reservation for three adults, payment confirmation, and email correspondence, the situation was mishandled. The hotel eventually acknowledged the duplicate reservations, canceled them, and confirmed that refunds had been processed. However, upon arrival, I was informed that my room was underpaid because it supposedly did not accommodate three adults. It appeared that the reservation reflecting three adults had been canceled during the hotel’s attempts to correct its previous errors. What made this experience truly unacceptable was the treatment I received from Sipho and Albert. Both employees were incredibly rude, aggressive, dismissive, and unprofessional. Rather than taking a moment to review my documentation or understand the situation, they repeatedly interrupted me, spoke over me, and even laughed at me while I attempted to explain what had occurred. At one point, I explicitly had to tell them that they could not continue asking me questions while refusing to allow me to finish answering. Their behavior was humiliating, unnecessarily confrontational, and completely inappropriate for individuals working in hospitality. I left the interaction genuinely shaken. I have traveled extensively and have never experienced such blatant disrespect from hotel staff. Reservation errors happen, but there is absolutely no justification for treating paying guests with hostility and ridicule, particularly when they have made every effort to resolve an issue before arriving. I was not requesting special treatment, merely basic professionalism, courtesy, and assistance. For a hotel operating under the IHG brand, this level of customer service is disgraceful. The complete lack of accountability, empathy, and professionalism was astounding. I would strongly caution prospective guests about staying at this property, especially if they anticipate needing assistance with their reservations. No guest should have to endure this kind of treatment, and I sincerely hope management takes the conduct of Sipho and Albert seriously."

"For the prices this hotel charges, the condition of the rooms and the level of service are simply unacceptable. The beds are extremely old and uncomfortable, with mattresses that sag noticeably to one side. The rooms have a horrible, rotten smell. I contacted the staff to report the issue, but instead of addressing the problem, they simply sprayed some air freshener. Within five minutes, the unpleasant smell returned, just as bad as before, if not worse. The bathroom was equally disappointing. The lighting is so poor that you practically need a flashlight to see which shower control is for hot or cold water. The sink is peeling, and the shower glass and fixtures show signs of rust and deterioration. The overall condition of the bathroom is unpleasant and completely unacceptable for a hotel in this price range. Unfortunately, the customer service was no better. After housekeeping cleaned our room, they forgot to leave towels. When I requested some, the staff member who delivered them was extremely rude and practically threw them at me. This kind of treatment is disrespectful and unprofessional. The only positive aspect of this hotel is its location. However, a good location does not justify the high prices, poor maintenance, lack of cleanliness, and unacceptable customer service. I expected much better for the amount of money I paid. This hotel is absolutely not worth the price, and I would never stay here again or recommend it to anyone."

"After som difficulties with our original hotel, we ended up having to find a spot for the night on short notice. Luis at the front desk was our hero that night. He got us checked in, found some basic supplies (we were without luggage), and even some wine glasses. We ended up staying 3 more days and the staff and property were outstanding,"