W Barcelona

Great views from the suites, amazing location, amazing food options!

I had always thought it was a good hotel, with spectacular views and service befitting a five-star establishment. However, this last stay was a complete disappointment. I made the reservation through a third party, something I've done numerous times before without any problems. Upon arrival at check-in, there was an error with the reservation, and I waited for about 20 minutes while they tried to resolve it. Later, I had to return to reception to check if it had been updated in the system and ended up waiting another 40 minutes at the counter. What really bothered me wasn't the technical problem itself, because I understand that can happen, but rather the way it was handled. During all that time, no one approached me to ask if I needed anything, if they could help me, or simply to offer an explanation. I saw the employees talking amongst themselves in front of me while I continued waiting, as if my presence were irrelevant. Regardless of whether a customer is a Marriott Gold member or not, anyone who pays more than €500 per night deserves much better treatment. Finally, they asked me to pay for the hotel room again, even though it had already been paid for through the booking provider. The most surprising thing was that no one could guarantee how the initial payment would be resolved. In other hotels, when something similar has happened, they have always clearly explained the procedure and reassured me. Here, the response was simply that they didn't know if the third party would refund the money. I understand that it's peak season and that there might be new staff, but that doesn't excuse such unprofessional service. What's most lacking is initiative, customer service, and empathy. I also tried to speak with a manager to share my experience. They told me they would wait for a manager to call me back, but that call never came, and when I contacted reception again, they informed me that the manager was no longer there. Once again, no solution and no real concern for the customer. The hotel is still beautiful, and the location is excellent, but a five-star hotel is primarily measured by its service. After this experience, I will unfortunately not be staying here again.

An excellent experience from beginning to end. We arrived early, and although there was a queue, the organization was very good. The staff at the entrance were very polite, friendly, and professional, making our entry very pleasant. The security check was thorough, but it's perfectly understandable that it's part of the hotel's regulations and provides peace of mind. However, what truly made the difference was the service at the bar. I want to give a special mention to Camila, who provided us with exceptional service. Her friendliness, approachability, professionalism, and the way she takes care of each customer make you feel truly special. People like her elevate the experience and are a great asset to the W Hotel. If you visit the WET Deck, I definitely recommend stopping by her bar. Thank you for an unforgettable night. We'll be back!