elenalP2010LN
Google
We arrived at W Barcelona at 4:00 PM, even though the official check-in time is from 3:00 PM. First, we had to wait in line at the reception for 15 minutes. Then, once it was our turn, we were informed that our room was still not ready - an hour and a half after the official check-in time.|The check-in process itself took another 30 minutes. We were exhausted after a long journey and just wanted to take a shower and go to the pool - children are only allowed in the pool until 6:00 PM. Unfortunately, because of the delay, we completely missed that opportunity.|The front desk staff treated the delay as if it were no big deal and offered no real solutions. We were given wristbands for free drinks and food while waiting, but nothing was done to actually solve the problem or make us feel like valued guests.|At 5:00 PM, I asked again when our room would be ready, and the young man at the front desk told me he couldn't say, as he had no contact with housekeeping and didn’t want to “lie” to us. This level of disorganization and lack of professionalism was shocking, so I asked to speak with the manager.|The manager also offered no meaningful compensation. She mentioned the complimentary wristbands and then offered extended access to hotel facilities after our checkout - but we were staying only one night with a child, so this wasn’t relevant or helpful. I asked for a partial refund due to the late check-in, but she claimed there was nothing she could do because the booking was made through Booking.com. Later I found out that this was a lie - hotels can easily issue refunds through Booking.com if they choose to. W Barcelona simply chose not to.|We were finally given our room at 6:00 PM. They had taken our phone number but never called us. We had to go to the desk again and ask - and were told with a big smile that our room was finally ready. After three hours of waiting, we felt more like beggars than paying guests.||IN SUMMARY:|* Paid €800 for one night in a 5-star hotel|* Check-in supposed to be at 3:00 PM, we got our room at 6:00 PM|* Missed the pool because it's only open to kids until 6:00 PM|* Staff and manager were entirely unhelpful and indifferent|* Told a lie about refunding through Booking.com|* No apology, no respect, no service|I absolutely do not recommend W Barcelona. This is not a five-star experience - it’s a disaster.