America Barcelona

"ATTENTION!!!! They are charging you after checkout for damages you did NOT cause! The worst experience we ever had in a hotel. We stayed for 2 nights and, after we checked out normally and had left the hotel, we received an email—**hours later**—that we were charged €200 to our credit card for damage that was already on the room door. We do not know when or how this specific wear occurred, but in no case do we accept being charged for damage we did not cause. And here the truly infuriating things begin. During our stay, cleaners entered the room. Nobody told us anything at all. We checked out. No one informed us of any damage. We left the hotel. And then, when we could no longer be there to ask for explanations or to dispute anything, they charged our card €200 directly. It should be noted that no normal person photographs every door, wall, and piece of furniture in a hotel room when they enter. Unfortunately, we hadn't foreseen that we would have to prove in hindsight that we hadn't caused damage. The easiest thing is to keep a customer's credit card details and, after they leave, charge them €200 for damage. The difficult thing is to prove that this client caused it. Unacceptable practice. No update. No possibility to defend ourselves. And a €200 charge on our card from the beginning. A piece of advice to the management: before charging a client for a damage, it would be good if you could first prove that it caused it."

"We stayed at Hotel America Barcelona for two nights as part of our trip to Spain, and unfortunately, this was the only hotel where we experienced a serious issue. We booked three rooms for three couples. At check-in, one person’s credit card was taken as a security guarantee for all three rooms. After we checked out, the hotel charged €200 to that card for alleged damage to a door in one of the rooms(room 207), without informing us during our stay, at check-out, or before making the charge. The damage was already there when we arrived and was not caused by us. What is particularly frustrating is that the room was cleaned regularly during our stay, so it is difficult to understand how this damage was supposedly only noticed after we had left. We were never shown the damage or given any opportunity to explain or dispute it before being charged. We stayed in four different hotels during this trip, and this was the only one where we had such an experience. After this, we now take photos and videos of every room and any existing damage immediately upon arrival. The hotel itself was fine, but the lack of communication, transparency and willingness to help completely ruined our experience. The issue is not simply the €200, it is being charged for damage we did not cause, without any prior notice or opportunity to address it. Unfortunately, based on this experience, we would not stay here again."

"We had a very bad experience at this hotel! We booked 3 double rooms for a group of 6 people. When we arrived, we noticed that in one of the rooms there was some damage behind the bathroom door. We overlooked it because we never imagined that it would later have any consequences for us. We stayed at the hotel for 2 nights, and during all 3 days of our stay, the cleaning staff entered the room to clean it. On the last day, after checking out, we left our luggage at the hotel until it was time for our flight. We returned about 4 hours later to collect our belongings. During all 3 mornings when the cleaning staff entered the room, as well as on the day we left our luggage there and returned to collect it, we had contact with the hotel reception. And now comes the worst part: AFTER WE HAD LEFT, and despite having daily contact with the hotel staff, THEY DECIDED TO CHARGE €200 TO OUR CARD WITHOUT INFORMING US about the damage to the door — DAMAGE THAT WE DID NOT CAUSE AND THAT WAS ALREADY THERE FROM THE VERY FIRST MOMENT WE ENTERED THE ROOM!!! Obviously, we never imagined that we would need to report the damage or take photographs of it, as if we were renting a car! It is absolutely unacceptable to be accused of causing someone else’s damage, and even worse, TO HAVE MONEY TAKEN FROM YOUR CARD WITHOUT ANY PRIOR NOTICE OR COMMUNICATION!!! They had plenty of opportunities to inform us about the alleged damage during our stay, but they chose not to. It feels like they knew we would dispute the charge and that they might not have been able to take the money from our card later. It is a real shame that the management operates in this way, and even more disappointing that their replies to the emails we exchanged were sarcastic and disrespectful. AVOID STAYING IN THIS ROOM, because you may end up paying for damage that YOU HAD ABSOLUTELY NOTHING TO DO WITH!!! The room is 207, so be careful if you stay there!! You might end up paying for the same damage too 💸"