Mark W
Google
I wrote an email to this hotel 2 times after a poor stay and they didn’t even have the decent courtesy to reply so I will just put the email below. Will not stay here again despite it being my “go-to” BCN hotel for a long time
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Dear Hotel Manager
I think this is the first time I have ever had to email a hotel to make a complaint and I've stayed at many hotels worldwide.
Indeed, I am not the type of person to post negative and exaggerated reviews online which bear very little resemblance to the truth.
However, I must write to bring to your attention an issue I found when staying in your property recently. I have stayed before at Barcelona 1929 and have always been happy with my experience.
However, what let you guys down this time was the amount of time it took to check in each guest. I waited for well over 45 minutes to check in. The check-in process per guest should take 3-4 minutes maximum, but on my recent stay at your hotel it took 15 minutes per guest to check-in. This process needs to be optimised and simplified asap. In every property that I have stayed in worldwide, this is the longest I have waited to check in. What is even more crazy, is that you are asking guest to fill in a form with pen and paper containing name, email address, address etc - all this information is on the booking, so why is there a requirement to fill it all in again? Your check-in process is a significant barrier to the enjoyment of the hotel. If you need all this duplicate information then guests should be asked to provide it in advance.
Moreover, the check-in staff I witnessed appeared to be working with zero urgency to check people in and totally oblivious to the queue in front of them. There was lots and lots and lots of tapping away at the computer. I struggle to understand what information they are taking when everything is in the booking. Crazy
That aside, when I went to check out, there was then another queue to do this. Not wanting to repeat the poor experience I had, I left the hotel without checking out as I could wait no longer in the queue. The check-out process should take 60 seconds - what information do you need? I am happy to mail the room card back to you. Which hotel in 2025 does not have self-service checkout i.e a box to drop the key at and just go? It is a shame as I wanted to leave my bag with you, but realised the queue was moving too slowly.
There needs to be a big shake up of the check-in and check-out process to speed this up.
As mentioned, I have stayed at your hotel before and always recommended this to others when in Barcelona. However, after the above experience, I don't think I will stay again.
You will get many customers complaining and moaning about very silly and basic things and expecting 5* luxury, but I think the above complaint is valid.
I will await your comments and response to the above.
Best wishes