Eurostars Grand Marina — Hotel in Barcelona

Extremely disappointed with the issues I encountered and even more so with the response and service I received while I was there and since I left. If my issue had been sorted at the start, or someone had communicated with me while I was at the hotel as I requested, this could have been sorted very easily and without misunderstanding. Instead they waited until I had checked out and left and then sent me response with outright lies from the management.||I arrived Tuesday 20th of May, the door to the balcony could not be locked at all. After a very long call to reception they sent up the security guard with tools to open up the safe. When I showed him what the issue was, he agreed that the door could not be locked. when we had a look, he realised that the metal bracket that sits inside the door for the mechanism to lock, wasn't there at all. He said that he would send maintenance to the room to sort it, and if it couldn't be fixed then we would be moved rooms as it was a safety concern. I will add at this time that I was with my 8 year old son. We went out for the day and was told that maintenance would fix it while we were out. |When we returned to the hotel that night, there was a card on the table from maintenance saying that they had been in the room and fixed the problem which I accepted and we went to sleep.||In the morning of the 21st when I went out on to the balcony I realised that the issue had not been sorted, and literally nothing had been done to the door. It was still open & unable to be locked. The metal bracket hadn't been attached, there was no safety latch. So we had gone out for the evening and then slept the night in a room that was not secure.|That morning before breakfast I took the card down to reception and informed them that nothing had been done and the door was still unable to be locked. They said that they would sort it with maintenance. Again we went out for the day. When we came back that evening, I tried to open the door to see if it had been fixed and the door could not open at all. On the door there is a button to push up or down depending on whether you want to open or lock the door, with green and red at either end so very straight forward. No matter what I did, the door could not open at all, it was bolted closed meaning that we could not access the balcony at all. it was bolted closed!|I informed reception and they said that they would send someone to fix it, this never happened!||The following day on the 22nd, I again informed them that it had not yet been fixed, they said that they would send someone within half an hour, nearly 2 hours later, no one had been to my room. When I then sent an email with my complaint, I had a phone call from reception and a maintenance man at my door within 5 minutes, I know that this was only because of my email because the receptionist told me that she had been sent my email.||At this time the maintenance man had a look at the door and literally had to break the bolt off the door in order to open it, the bolt flew across the room. He then fitted the metal bracket inside the door which was all that was wrong in the 1st place, a job that took him literally 5 minutes. I told the receptionist that yes it had been fixed but I was far from happy and my request for a partial refund was still valid.||That evening I had a knock at the door and room service had been sent to my room with a bread and meat paddle and a bottle of red wine with a card apologising for the service that I had received. While the gesture is appreciated, I don't eat bread or the meat that was sent and I don't drink red wine, furthermore I was with my 8 year old son, so drinking a bottle of wine to myself would not have been appropriate so the gesture did nothing for me.||I booked the room with a balcony because I wanted to be able to use the balcony and enjoy it with my son. But as a standard I expected a secure room. Instead I had a room that was unsecure for the first day and night, I then had a door that was bolted shut for the 2nd, wasted over 2 hours of my holiday stuck in my room waiting for a maintenance man and then to top it off, got a reply from the management (after I had left despite asking to speak to them multiple times while I was there) about a safety latch being installed which is completely untrue and then a response about being able to get to the balcony through a window..... If you are supposed to access the balcony through a window, which is ridiculous, why would you have a door? |The problem was fixed within 5 minutes, had this been done on the 20th when I 1st raised the issue, there would be no problem. however I have consistently received poor service in regards to this issue.||When I asked for a partial refund due to not having a safe room and then not being able to use the balcony, I received a response from the hotel with a timeline of events that were completely untrue with lies talking about a safety latch. I am horrified at my experience and will never give this group a penny of my...

Debating whether or not to give 2 ⭐️ or 3 ⭐️. I gave 3 for the manager. He really tried to make things better! Also not sure whether to say we were here on business or vacation. I was there on vacation, but my husband was there on business. Because he was there on business, his company had 15 rooms reserved in the hotel! Overall, the hotel is beautiful! Nicely decorated, marble everywhere, velvet sofas and chairs everywhere, great views from everywhere. We were there for four (4) nights (Monday through Friday). We had a few problems. One, I really appreciate it when a hotel has a magnified mirror in the room. If you wear glasses it’s impossible to do your makeup with your glasses on, and without your glasses you can’t see in order to be able to do your makeup. So, I was very happy to see that the room had a magnified mirror in the bathroom. However, it was loose, so it just hung down and faced the floor. So, I had to try to hold it up with one hand and do my makeup one handed. I went by the desk at night and asked the young lady behind the desk if she could send someone to fix it. The next morning, as I was going out I went by the desk and again asked that they please have someone come fix it. That evening as I returned I went by the desk and asked if it had been fixed. The man at the desk called maintenance and asked if it had been fixed and they said it had been. I go up to the room to get ready for the night, and it had not been. I went down and asked for a manager and he came and immediately had someone come and fix it. That is just a small problem! It wouldn’t affect anyone else who isn’t blind, like me, without their glasses. What was a much bigger problem was the food/service. On Tuesday 8 of us went to the restaurant, Aire de Mar Bistro. We ordered appetizers, croquettes and the hamon Iberia with bread. We also ordered pizza, a chicken ceasar salad, steak, grilled octopus, the scallops, the Hake fish, a burger and more! Lots of drinks too. The service was horrible! There was only one other table in the restaurant and they had their own waitress. Our waitress had us waiting SO LONG for our food! We arrived at 1:45pm and had ordered by 2. It was 2:45 before our food started to arrive. Everything started arriving at the same time. The croquettes came out COLD! Everyone’s food came out at different times. And every single dish was COLD! I could tell as soon as I saw my food that it was cold and had been sitting somewhere for a long time. At this point we had been eating out 3 meals a day for 10 days and this was one of the more expensive meals we had ordered. My cold Hake and clams were €38. We did not tell the waitress as everyone had work to do and had been waiting for so long that it didn’t matter. We couldn’t wait for her to reheat it or remake it. But it was inexcusable. Clearly she had left it sitting for at least 15-30 minutes. Our bill was about €460. The last issue I had was with the breakfast buffet. We had just come from another hotel in Fira area of Barcelona and this one did not compare to the other. It was basically the same but no omelette bar, no avocado, and the eggs were from a mix. Sometimes they were really runny. It was too cold for us to use the pool, but it should be heated- especially since it’s SO SMALL. So, after discussing it as a company, they will not be staying at the Eurostar again. It’s supposed to be a GL 5 Star rated hotel. I guess our expectations were pretty high. Again, the manager was super nice! Very helpful, and really tried to make everything right! But, even as we were leaving he saw one of his employees go to get our bags, get the wrong ones, and pass us to take them and put them in a taxi. The employee should have confirmed that they were our bags. He read the ticket wrong. So, the manager was very apologetic, but saw firsthand how his employees are a little careless. It is a great location. We walked to a lot of places. Restaurants, museums, the beach, bars and clubs, tourist...

This was one of the worst hotel experiences that my wife and I have ever had. It wasn’t just about the poor quality of service. We believe that we were treated differently because we are Black. This was evidenced by the warm welcome other guests ahead of us received and the ease with which they were checked in on arrival and catered to by the front desk during the interactions we observed during our stay. Notably, we did not encounter any other Black guests during our 3 night’s stay.

When we arrived, it took 20 minutes to check in, yet the two groups being attended to at the same time as us took way less time and received a warm welcome. It was extremely odd as we purchased a City Suite with bed and breakfast over a month prior. They made me re-enter my email (even though it was already displayed on the iPad). The manager sarcastically blamed the “delay” on a glitch in technology, which was untrue.

The next day, we were mildly jet-lagged (we’re from the US) and slept in. We placed our do not disturb sign on the door. A house keeper knocks once and immediately enters our room without permission. My wife speaks Spanish and told her we’re still in the room. Completely freaked out, we immediately put every valuable we have in our locked suitcases and the safe. They called several times requesting to enter the room to clean even though we did not ask for the service. The do not disturb sign remained on the door for that day.

The following day, we left the room at 10:00am to allow staff to clean. We returned to the room at 3:30pm and a housekeeper is still in the room. We were mildly annoyed because we needed to retrieve several items from the room. The housekeeper explained that she was just finishing up so we left to purchase our tickets for a boat tour for the America’s Cup. We returned to the room about 45 minutes later only to discover that our room key was no longer functioning even though the key worked on the elevator. We left for the boat tour and went to the front desk when we returned from the tour about 1 hour later. When we arrived at the front desk, we were dismissed by a man who appeared to be the manager. We were then attended to by a rude representative who condescendingly told us we must have de-magnetized the keys by putting it next to our phones. The representative re-issued the keys and when we returned to the room and our keys still did not work. More than annoyed and fearful for our stuff we went back to the front desk and then staff returned with us and brought a technician, who determined that the battery on the room door had died. No apology for the inconvenience, nothing at all.

We thankfully departed to go home the next day. As we are checking out, the only words from the front desk attendant were “did you use anything from...