Arrived at the W Barcelona straight from the airport tired, hungry, and looking forward to checking into our room and relaxing. The hotel lobby was packed with upset customers and once my husband (who has status with Marriott Bonvoy) got to the counter we understood why. We were informed that our rooms were not available and it would be 4 hours before one would be ready. They then promised to upgrade our rooms but only after a lot of back and forth on my husbands part. Finally when the rooms were ready they couldn’t locate our bags which they stowed for us when we arrived. Eventually our bags were located and we were able to enjoy our trip but we will likely not return to this property again.
Just back from a four night stay at the W Barcelona and I couldn't be happier. Check in was easy and the front desk staff were very welcoming. The location is fabulous. Rooms were a decent size, perfectly clean and with wonderful views. Service from the numerous staff was always friendly. Yes sometimes a little slow around the pool area but with so many people that was to be expected. A special thank you is due to Chele who helped me sort out the booking of our antigen tests for the return trip home. My only complaint is about the room toilets - how are they meant to afford any privacy to anyone? Honestly they might as well not have had a door on them! This would definitely have put me off booking this hotel and is the sole reason I will not return.
Having always admired the shiny sail shape of the hotel I was really looking forward to my stay. As all the other W hotels, it’s a bit dark with plenty of colourful lighting installations. Check in was relatively fast, probably too fast, as we were. It told any information on basic services, such as breakfast timings and location, swimming pools, spas, etc. The room was very spacious and with a sea view, filled with all comforts. Overall a very pleasant stay, it is a shame it does not fully live up to expectations
This is a beautiful hotel but very poorly managed in terms of customer service. We were a party of 8 guests occupying 4 rooms, one of which was a suite. We went to celebrate my brother in law's birthday on August 24, 2021. This awful night manager, named Marta, as she called herself, ruined our stay based on a noise complaint that was not even made against one of our rooms - but she assumed it was our suite because we were celebrating a birthday. On our last night, we chilled 3 bottles of champagne and gathered after dinner in the suite at around 12:15am. As we poured the first bottle, and sang happy birthday, there was a loud knock on the door - there was the night manager and the 2 biggest security guards standing in a threatening position. They demanded we all leave the room immediately and only the 2 guests registered in that room could stay. She said there was a noise complaint and we needed to break it up. We told her we were celebrating a birthday and had flown across the world to celebrate here and she said she didn’t care – “EVERYBODY OUT OR I CALL THE POLICE” is what she said. We asked if anyone of them could hear noise coming from our room as they got off the elevator or from the hallway as they walked towards our suite and the manager said: “NO but I want you all out” They escorted all of us out and into our rooms and said we could not gather in the hallway or any other room but our own. I walked back to the suite to drop off a thermos and the manager YELLED: “BACK INTO YOUR ROOM – WANT ME TO CALL THE POLICE?” None of us could understand why she was behaving this way. We are all expert travelers and NEVER, EVER, have experienced anything like this anywhere in the world. The birthday boy and I went downstairs to the lobby to speak to the manager so she could explain why she exercised such an aggressive and unjustified behavior towards us and she said there was a noise complaint and we needed to go into our rooms and be quiet. I told her that even though this was a smoke free property, there were people smoking Marijuana across the hall and they were smoking right outside our rooms by the fire escape exit and they were not doing anything about it even though this was a clear violation of the hotel policy and we were being punished without violating any policy. She said: “THAT IS NONE OF YOUR CONCERN.” She went on to say that the guest making the complaint was refusing to pay because they could not sleep. It was 12:35am by now, and I told her that if she could not hear noise coming down the hallway, how could there be a noise complaint against us. She proceeded to say: “next time you come to Barcelona, I suggest you rent a house far from town!” I told her I would write a review of the hotel and she shrug her shoulders and walked away. I realized that we were not going anywhere with her so I asked her for her name since no one there wears a name tag. She stared at me right in my eyes and said: “You don’t need to know my name - it is none of your business.” I reminded her that she was the manager and I had a right to know what her name was. She said: “very well – if you must know, it is Marta.” My companion asked her for her last name and with a grin, she said: “Marta A Secas.” I found out shortly after that “A Secas” means NOTHING ELSE. So, not only was she rude, hostile, and unprofessional, she mocked me! The next day, when we were ready to check out, with a bitter taste in our mouths and feeling mistreated, we asked for the day manager, Sergio, who helped us at check in. We explained what happened and he listened in disbelief and took some notes. He said that the most astonishing thing is that the only noise complaint registered was made against room 818 – we were in room 819 – SO IT WASN’T EVEN OUR ROOM THAT WAS MAKING NOISE! He then said he would speak with Marta about the situation and offered his apologies, explaining that she was new to the job and acknowledging that the situation was mishandled. He said that he hoped to see us again and wished us a safe trip! The hotel itself is very nice and the views of the ocean are spectacular but if you are looking for good customer service - stay away from the W Barcelona - spend your money somewhere else where you will be treated with respect and your business is appreciated.…
I just arrived here and I’ve been treated so wonderfully by mr Pablo and mr Chele, welcoming me warmly. Definitely 10/10, I would repeat my stay as many times as possible just because of the treatment, not even mentioning the marvellous view and architecture 😊