I was very excited to visit the W Barcelona for my boyfriend's birthday two weeks ago. We stayed for 3 nights and the bad experiences at the property started right away. After an early flight we arrived at the hotel at around 12pm - i wasn’t 100% sure what time check-in was but approached the front desk to check what time our room would be ready/enquire about leaving out luggage to go for a walk if it wasn’t ready - the man behind the desk responded very rudely when I asked when we could check in with something along the lines of 'when check in opens' - I responded asking when that was not appreciating his attitude one bit. He then asked for our reservation number and seeing that we had booked through an agent rate (I work in the event industry) he changed his tune completely and said a room would be ready shortly and that they would call us - he even confirmed the high floor that i requested although for me this didn’t make me forget his rude manner at the beginning.
The room was lovely and on the high floor we requested with lovely view over the harbour - that I cannot fault about the hotel. The room was clean and the bed very comfortable. However things soon went downhill whenever we tried to actually access our room via the lift - EVERY time (without exception) the key card would not operate the lift and we had to ask someone from concierge to come and look at it - the problem was never resolved as they simply sent us up to our floor using their key card. This wasn’t a problem exclusive to us and we witnessed four other separate guests having the same frustrations. Also worth mentioning on the lifts - past around 9pm they close of one for the Eclipse night club only - fine, slightly annoying when you are a guest and have to wait but when i tried to enter the lift next to the one cordoned off for the club i was told by a particularly unfriendly bouncer that this lift also was for the club only - I'm sorry, I'm only staying in the hotel. Not acceptable.
We went down to the Wet bar for a drink and waited for so long to be served that the barman gave them us for free as he could see that we were being ignored by the other bar staff that seemed more interested in chatting up two girls at the bar than actually doing their job.
Then the next evening we attempted to go out of the W for dinner - we had a letter posted under our door informing us of a 24 hour taxi strike so approached the front desk to see if they had any other means of transport (considering this is a 5* property that is a 25 minute walk into the centre of town i would have thought they would have put on some kind of bus service - they didn’t) - we were advised that the restaurant we were aiming for could be accessed by the 17 bus - this was incorrect and we ended up miles away having been given the wrong information by the front desk. The front desk also failed to tell us that the buses stopped at 12am and no night buses served the hotel making for a long walk home.
The rest of the stay passed without incident and i did find some of the staff member very helpful and friendly - this was until we came to check out.
The bill was put under our door that morning with internet charges that should have been there - annoying but reception took them off for us. Then we had a simple (i think, maybe I’m asking too much) request: to pay 100 EUR cash, 90 EUR on my boyfriend’s card and the remaining balance on my card and NOTHING to be charged to the card we used when checking in as this is my boyfriend's work card - this was obviously far too much to ask for. The staff member proceeded to ignore the request and take the money from the card we asked him not to - we then had to wait for this to be refunded and for him to ask 3 colleagues how to process the cash - this wasn’t filling me with confidence. He actually gave us a free drink token we had been there so long. Anyway when we finally settled up correctly i thought all was sorted. Until i returned home and 4 days later they proceeded to take another unauthorised £150 from my debit card followed by another £450 three days after that - with no warning and with no authorisation they have managed to take another £600 from my card and when i call the hotel they assure me someone will call me back they haven’t as yet.
All in all it is a lovely hotel but i can't recommend until they look at some basic customer service levels and basic billing. I am very disappointed and wish i had gone elsewhere.
- Official Description (provided by the hotel):
- DIVE INTO THE CURRENT Step inside. See for yourself. Designed by world-renowned architect Ricardo Bofill, W Barcelona sets the scene for a spectacular stay. Located on the beachfront along the famous Barceloneta boardwalk. Check into one of our 473 fabulous guest rooms & suites boasting panoramic views over the Mediterranean and city of Barcelona. Mix it up and dine in style at Michelin-star rated chef Carlos Abellan's BRAVO24. Get glamorous on our 26th floor hotspot, at ECLIPSE rooftop bar, or make your way down to our signature Living Room to find WAVE & the W LOUNGE for a cocktail (or two). Take a dip at our WET pool surrounded by sun terraces, cabanas and enjoy the only beachfront access at any hotel in the city. ... more less
- Reservation Options:
- TripAdvisor is proud to partner with Expedia, Booking.com, Priceline, Hotels.com, Agoda, Lastminute, Odigeo, TravelUp, TripOnline SA, Traveltool, S.L.U., Cancelon and HotelQuickly so you can book your W Barcelona reservations with confidence. We help millions of travellers each month to find the perfect hotel for both holiday and business trips, always with the best discounts and special offers.
- Also Known As:
- w Barcelona Hotel Barcelona
- W Barcelona Catalonia