Hotel Indigo Barcelona - Plaza Catalunya by IHG

Unfortunately, I had a very bad experience at this hotel, and I got stolen for the first time ever! I arrived directly from the train station with 8 suitcases. We placed all the luggage right in front of the reception desk and started the check-in process. That’s when we were informed that our reservation was actually at the second branch of the hotel located in Plaza España. The staff offered to call us a taxi to take us there. We sat on the couch directly facing our luggage, waiting for the taxi. As we began loading the bags into the car, we discovered that one suitcase was missing. The lobby was completely empty at the time—just us, the reception staff, and housekeeping employees. We immediately asked the staff to check the security cameras to help us locate the bag, but they refused. The supervisor, Miriam, started yelling at me when I asked her for help. She refused to cooperate and kept shouting that she wasn’t responsible for the bags and wouldn’t help unless the police were involved. She claimed that our question was an accusation of theft. Her behavior was extremely unprofessional and rude, while the male staff member beside her was more respectful and understanding. We returned the next day with a police report and repeated our request to review the CCTV footage—still, no cooperation. On the third day, we came back again to follow up, and once again encountered Miriam, who responded with the same arrogant attitude. She told us we had come too many times and claimed we left our bags on the street (which is absolutely untrue—we never left the hotel lobby). She said this was our responsibility and began yelling again. When I raised my voice to respond, she told me to lower it “for the sake of other guests.” I told her that the stolen suitcase contained sensitive devices with confidential information, and that if the hotel continued to ignore the incident, we would hire a lawyer. At that point, she began to panic, shouted even more, and ordered us to leave the hotel. I refused to leave until the police arrived. When the officers came, she didn’t even bother to speak with them—we had to explain the situation ourselves, and they were far more understanding than the hotel staff. Terrible experience. The hotel is completely uncooperative and provides no protection for its guests or their belongings. The choice of such a rude and unprofessional supervisor only makes things worse.

Oh my goodness, the hotel is fantastic. I was stuck after missing a flight and supposedly the airline booked me here, but I arrived and they didn’t have me in the system. I was distraught and they were so generous and kind. They gave me a low rate but a room upgrade and included my breakfast. The breakfast alone made up for missing my flight, it was fantastic. It’s also in a great location! I wish I had stayed here when I was here earlier in the month. I will next time and I hope you do, too.

If you want to get robbed in front of everyone with zero support from the hotel staff, this is the place to stay. We arrived at the street directly across from Hotel Indigo Barcelona at exactly 1:32 PM, as shown in the attached screenshot from our taxi ride. We spent a few minutes unloading 8 suitcases and waited briefly at the traffic light before crossing to the hotel. Once inside, we began the check-in process and handed over our passports to the receptionist—only then were we told that our reservation was actually at the Plaza España branch. The hotel kindly ordered us a taxi to transfer us there. The second photo shows the luggage inside that taxi at 1:47 PM, just 15 minutes later. It was at that exact moment we realized one of our suitcases was missing. This means the theft happened in less than 5 minutes—possibly even less. We were sitting right in front of the bags the entire time. I showed this photo to the hotel staff immediately to help identify the stolen bag (a green carry-on, seen clearly in the image), and asked to check the security cameras. Shockingly, they refused, even though the manager was present and Spanish law allows authorized staff to review footage when an incident occurs. The complete refusal to help cost us the chance to trace the theft. The hotel staff showed no concern or urgency—and instead, created the perfect environment for the thief to act quickly and leave unnoticed. Sadly, as we’ve seen in multiple other Google reviews, we are not the first guests to be robbed here. We had hope this would be resolved, but the lack of cooperation speaks volumes. Be extremely cautious if staying here.

Excellent all around! The rooms were exceptionally clean, and the service was top notch! The hotel in its entirety is beautiful. Shoutout to Miriam for helping us through a little issue that arose when we were checking in. Everyone at the front desk were absolutely wonderful! The location is perfect, very close to a lot of shops and eateries. Definitely recommend staying here if you’re visiting Barcelona. (Photo is the view from our room.)

My sister had a very unpleasant experience at this hotel—something we never expected to happen in a place that’s supposed to be safe. We had just arrived from the train station and placed our luggage right in front of the reception desk while we began the check-in process. That’s when the staff informed us that our reservation was actually for their other branch located in Plaza España. They offered to call us a taxi to take us there. We sat in the lobby facing our luggage the entire time, not leaving it unattended for even a moment. But when the car arrived and we started loading the bags, we discovered that one suitcase was missing. It was a small, green suitcase—easily recognizable and impossible to mistake. We immediately approached the reception staff and asked them to check the security cameras to help us figure out what happened, but we were shocked by their response. The supervisor on duty, named Miriam, reacted with extreme hostility and completely refused to help. All we wanted was assistance locating the small missing suitcase, but she began yelling at us as if we were accusing someone of theft. That was never the case—we just wanted answers. One of the male staff members standing next to her was much more respectful and calm, but Miriam kept escalating the situation. We returned the next day with an official police report and repeated our request, but again received no cooperation. When we came back a third time to follow up, Miriam confronted us with the same aggressive attitude and claimed we had left our bags outside the hotel—which is completely false. Then she told us we had been coming back too many times and demanded that we leave. I explained that the stolen suitcase contained sensitive devices with confidential information, and that the hotel’s refusal to take responsibility or even investigate was unacceptable. When I mentioned that we would involve a lawyer, she grew even more agitated and demanded we leave the premises. I refused to do so until the police arrived. Once the officers came, she didn’t even bother to speak with them—we had to explain the situation ourselves, and they were far more understanding and respectful than the hotel staff. Frankly, the way this incident was handled shows a complete lack of professionalism or concern for guest safety. A suitcase went missing right in the hotel lobby, and not only did no one take action—they treated us with hostility and disrespect. It was an extremely disappointing and frustrating experience.

I had a fantastic stay at this hotel, largely due to its excellent location and the overall wonderful experience. The hotel is perfectly situated, making it easy to explore nearby attractions and access key areas of the city with just a short walk. The facilities were impressive, with a clean and comfortable suite that provided a relaxing retreat after a day of sightseeing. The amenities, like the well-maintained lobby and FnB options, added to the convenience and enjoyment of my stay. A very special shoutout goes to Mr. Ayman, who truly is the star of the hotel. His professionalism, kindness, and constant availability made a significant difference in my experience. Whether it was offering helpful recommendations or ensuring every request was handled promptly, his exceptional service stood out and made me feel genuinely welcomed. I highly recommend this hotel to anyone looking for a great stay!