"I hereby submit a formal complaint regarding the inadequate provision of services during our stay at your hotel in Barcelona.
The quality of service, the condition of the rooms, and the performance of the staff did not correspond to the stated standard of the hotel or to the information presented on the booking platform.
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1. Misrepresentation of Advertised Services
The air conditioning, presented as one of the hotel’s advantages, was in fact non-functional.
The room remained excessively humid and stuffy even with the window open.
The bed linen was damp.
There was a persistent smell of mold throughout the premises.
The bathroom lacked proper ventilation.
These circumstances caused significant discomfort and raise serious concerns regarding compliance with basic sanitary standards.
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2. Breakfast Organization
The entire hotel is served by approximately 15 tables, a fact about which guests are not informed in advance.
As a result, queues form and guests are forced to wait for seating.
The breakfast selection was extremely limited.
Dishes and cutlery showed visible traces of dirt.
Service was slow, and the sanitation of tables appeared inadequate.
Such organization falls far below acceptable hospitality standards.
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3. Staff Conduct
During breakfast, on the occasion of my husband’s birthday, I approached a staff member to request a lighter for a candle on his cake, having clearly explained the situation. The request was denied without any alternative offered or even a minimal attempt to demonstrate customer care.
The hotel possesses guests’ personal data, including dates of birth, yet no gesture of acknowledgment or even a basic congratulatory remark was made by the staff.
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4. Critical Transfer Failure
One day prior to departure, we pre-booked a transfer to the airport for 8:45 a.m. The time was agreed upon with the administrator based on the estimated travel time (approximately 30 minutes).
Fifteen minutes before the scheduled time, it became clear that:
• The transfer had not been booked.
• A marathon was taking place in the city, and streets were blocked.
• We were not informed in advance that the service could not be fulfilled.
• The administrator claimed she had attempted to contact us, which is untrue (no missed calls, messages, or notifications were received).
As a result, we were forced to find transportation ourselves at the last minute, risking missing an international flight.
This situation is a direct consequence of negligence and unprofessional conduct. Had we missed our flight, the financial consequences would have been substantial.
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Conclusion
The only positive aspect of the hotel is its location. However, the level of service, the condition of the facilities, and the conduct of the staff completely negate this advantage.
I request:
• A formal written response addressing the issues outlined above;
• A clear explanation of the circumstances that led to these failures;
• Consideration of appropriate compensation for the inadequate provision of services.
Should no satisfactory response be received, I reserve the right to escalate this matter to the relevant supervisory authorities and to publish detailed reviews on major international platforms."
