I booked a duplex suite since I was informed that there is a room upstairs with a bathroom and a lounge area downstairs with the kitchen and fridge directly into a garden. I wanted to have two wonderful days off with my husband and not to feel we were in a hotel room. We were celebrating a very important event.
Unfortunately, this did not happen. To start the garden is not private. We could not sit outside since it is a pathway.
Additionally, to use the kitchen you have to pay an additional fare (approximately 20 euros per day). The kitchen is in a locked wardrobe, so it is the sink. So basically, if you wish to make a coffee you will have to go upstairs and get water from the bathroom. The stairs slope is very steep and it is exhausting going up and down. As a matter of fact, I asked for an iron and the lights were going off constantly. To turn the light on, I had to go downstairs and then go upstairs to continue ironing. In the end, I missed the appointment in the hairdresser due to this incident and the time invested in solving it.
I also booked this room since it had a jacuzzi, but it DID NOT WORK. Hot water ran out off after my bath, so my husband could not have not even a shower. These duplex have a very small boiler which does not make sense if the room has a bath with jacuzzi.
It is also said that there is satellite TV, but it is not. The bed is not double, but two beds put together with very dangerous corners, I hit myself there more than several times bruising my legs. Although mattresses are comfy, the bed was opening constantly in the middle.
There are two doors, one that goes into the bedroom, upper level, and another one downstairs into the kitchen. People were shouting at night time in the corridor where the kitchen door is located.
Additionally, I was charged taxes for two people, my husband did not sleep the first night. It is not too much money, but it is a principle. It has coffee facilities, but the coffee maker is not user-friendly. If you use more than two capsules, you will be charged one euro extra per each additional one. They keep plates, and cutlery locked so basically, you need to ask constantly in the restaurant for those. That is not why I booked a duplex. Overall I recommend, if ever come back to this hotel, a double room, it is much cheaper and you will enjoy it more.
The staff seems not professional. Not only the waitresses, although in the end do what they are told, receptionists or the restaurant manager. One receptionist was showing her bra. I believe she did not realize, but the shirt was asymmetrical with a big open in the middle. Obviously, this is not adequate to work in a four-star hotel.
We were celebrating a very important event, and we did not meet the requirement to have a private function room, but sharing the dining room with other people. That is fine, but we were asked very rudely to move, out, since the table needed to be prepared for the evening services. For Barcelona, it was early, and no-one was there, the rest of the tables were empty. Big or small events, we pay like anybody else. I was informed by the event manager that we could stay relaxing and talking, but as it was seen this was not possible. I also was told my name would be in the table as a reference, but it was not. If I had known this I would have booked in another place. It is clear that there is a lack of communication between the event manager and the restaurant. Finally, they overcharged us, i.e. an agreement was made in advance and I had to claim a refund. The refund was made, but I had to deal at the following day with the same person who asked us to move rudely. Again, a waste of energy.
The food was very nice at the hotel. Thanks to the chef for saving the day.
Unfortunately, based on our experience and essentially since it was a very important celebration that the hotel was aware of, based on the quality of the rooms, and service and price paid, I am afraid I CANNOT recommend this hotel.
The hotel management needs to improve the quality of the service and amenities (e.g., a hotel room cannot run out of hot water). The publicity is not a fair and true view of what you get. I may ask for a refund of one night due to the circumstances. Although the staff may have tried, they must be trained to work professionally in hospitality.