Sofitel Barcelona Skipper

leak in the shower to WC, rooms are extremely small to point of uncomfortable , only 1 restaurant available

We booked two rooms for our family for three nights at a cost of over €500 per room, per night. We chose Sofitel because we expected a premium experience, but unfortunately our stay has been anything but.

Before arriving, I exchanged several emails with the hotel regarding our room configuration. I was assured that our booking would accommodate the five beds we required. However, when we checked in on Thursday, none of the staff appeared to know anything about these arrangements, and the rooms were not set up as promised. This was an extremely frustrating way to begin our holiday.

The problems unfortunately continued throughout our stay:

The rain shower in our room did not work, leaving us with only a handheld shower. Despite contacting reception on numerous occasions (at least four or five times), it was not repaired until much later.

The room remained at approximately 27°C. We repeatedly reported that the air conditioning was not working. We were told someone had repaired it, but when we returned later it was still unbearably hot. We were then advised simply to close the curtains as the air conditioning would eventually cool the room. After contacting reception again, we were finally told that the system was in fact broken and I asked to move our second room late in the evening.

While moving into the replacement room, we discovered a dirty bra which my daughter touched underneath the furniture. Finding an item left behind by a previous guest raises serious concerns about the standard of housekeeping.

In addition, there was a persistent sewer smell in our own room for much of yesterday, making the room unpleasant to spend time in. Throughout our stay we have spent a significant amount of time contacting reception, waiting for maintenance, moving rooms, and dealing with issues that simply should not occur at a five-star hotel. Instead of relaxing and enjoying our family holiday, we have experienced inconvenience, frustration :(

A tusolóból WC-be átfolyó víz érdekes egy 5*-os hotelben,illetve hiányoltam a recepció melletti térben ballonos vagy kancsós víz kihelyezését

The bathroom had black mould and wasn’t clean, it was below par for the amount of money I paid to stay there. I did raise this with the front desk and the staff were incredibly lovely and accommodating in moving me to another room, although the entire floor (level 4 I think it was) had a smell of sewerage. The area didn’t feel safe. Even the rooftop pool there was questionable individuals which wasn’t the hotels fault as they were guests. There were several instances where I was on my own there and another guest in the pool area was photographing me, I felt uncomfortable and not safe enough to ask them not to. Wouldn’t recommend for solo female traveller. But couples and families are okay.

The guest elevators were small, slow, and used for staff purposes (luggage, tables, equipment) during core business hours. Underground parking was unclear without clearly posted signs and car chargers were apparently broken. Room service delivered a bread selection without butter or spreads with a cost of 12€ for three rolls. The lower pool area was closed for an entire day when bought out for an event.

TLDR: They have charged an extra 410Euros from my card AFTER my departure ( an overcharge which was made either by mistake or intentional ). It took me countless emails, 10 phone calls and 32 days to get the money unlocked by them.

More detailed:
- We stayed at the hotel for 2 days.
- The day of our departure we had to pay ~410Euros (extra to the 200Euros deposit which u make at check in). Obviously we were okay with this, we knew how much we consumed. All good until here.
- The receptionist was clearly NOT acquinted to how this process works, as she over complicated things a lot, asking a bunch of irrelevant information, overall super weird encounter.She kept insisting to charge the full amount (610euros, more or less). I simply said "do your thing, let's just get this over with". We finally got charged the FULL amount. I asked and she said the initial 200 Euros will just be unlocked (and they did).
- A few days later, checking our bank account, we notice 410 euros in the minus.. What happened ? A few hours after the departure, we had another 410Euros charged from the card !
- Called the hotel, spoke to someone. Got prompted to send an email. Which I did. Waited for 3 days, called again, said they have no email received, maybe I got a wrong email. I spelled it out and then magically they found my email in their inbox.
- I send them proofs and explanation. They replied with a receipt for the 610euros amount and nothing else. Been weeks, phone calls and emails. Finally, after insisting again after 31 days, I told them to call their bank or I m gonna escalate this. Which they did..
- They sent me 2 emails. One was proof of their contact of the bank (where bank said they need to do an action on their side). And another one which in short said "Our bank said is all good, it's all on ur bank to sort". I see this as a big lack of disrespect and a straight up lie (in the 2nd email). Same day, $ got released.

جهاز تنشيف الملابس بالحمام عاطل. الدش جنه مطر يعل القلب مسدود . اسفنج السرير هابط لدرجه جابو غيمه عشان يتساوا مابدلو الاسفنج( يقتحمون الغرفه بدون اذن والعذر يحطون صحن فاكهه ولا كيك مع انه حاطين ممنوع الدخول اقتحموا الغرفه 3 مرات بعشر ايام ) ومع كرت نبي نتطمن ! وانتوا طالعين قفلو على الاشياء بالسيفتي بوكس تحسبا لنفس الموقف

Assolutamente nulla