Mosaic by Ona — Hotel in Barcelona

I feel like I have to say something for others to know and have their expectations set accordingly. This was the worst hotel I have ever been to in terms of service. They have ZERO manners. We got there on our first day at 1 pm and check in was at 3 pm which is completely fine by us. As we usually do, we were expecting to at least, just leave our luggage there (not even in the room) as it’s 2 hours pre-check-in and it’s not a cheap hotel. The receptionist (Diego I think) was very rude though, he was insisting on us to pay extra to get the room 2 hours earlier. Honestly, it wasn’t worth paying 20 euros for 2 hours so we just told him we’ll leave the luggage downstairs if possible. The guy wasn’t happy and decided to give us the room earlier “for free” without us even asking for it (at the beginning we were ok but wait and read till the end). We went up to the room, it was WAY smaller than what the pictures show. The shower barely fits one person (for reference, I’m relatively small) and is just 50cm away from the bed. After we showered, the whole room was flooding in water and we ended up cleaning the water from under the bed. When you go to a hotel, you expect to relax and enjoy your vacation but we were stressed about one of the smallest things ever - showering (without mentioning the very low water pressure). Fortunately, we were just staying there for 2 nights. On our second night we asked another receptionist (different than the first guy) if it’s okay to slightly delay our check out or leave our luggage downstairs the next day as our flight is at 10 pm. He said it would be completely fine for both options without mentioning any additional cost. The next day though, the first receptionist was back on shift and when we told him, early in the morning, he wasn’t happy at all. He started attacking us personally with statements like “you guys don’t want to pay”, as if he’s offering us a free stay. We went back to get our bags and bring them down when it was 11:58. He started calling our room for us to go down at 12:01 while we were already at the door with our bags. We got to the reception desk at 12:02. This is when he started asking for money to keep our luggage. This policy is not written anywhere + his colleague didn’t mention anything the night before and when we asked him just why/where this was written, he started yelling mentioning the fact that he gave us the room earlier than check in for free (which we didn’t ask for). When we told him that we overheard him this morning give a room earlier to another couple without even mentioning a cost (at 11:30), he had no words left to say. He was so rude and was shouting at us as if we owe him anything. He kept saying “you don’t want to pay” while it’s none of his business if we want to pay extra or not, we weren’t asking for anything for free, we had just asked for a clarification. The guy was being racist and disrespectful and then, he started laughing and said he’ll give us the service for free again. We just told him we don’t need to leave anything anymore we didn’t care about his “free services” as it wasn’t even the point and we left. He didn’t try to apologize and the whole experience was very bad . This hotel = 0 value for money. We paid a significant amount of money for 2 nights and we did not feel it was worth it at all. We didn’t even feel welcome which is the least, very very least the hotel staff can do. It felt like the ryan air of hotels but x10 the price. Would...

CUSTOMERS BE CAREFUL!!! Luggage Stolen inside the Hotel Reception storage, Bad Management. We had the absolute worst experience during our stay, as Ona Hotel Mozaic reception lost our bag with all our valuables. We left our 2 suitcases and a large tote bag at the reception at 1PM to go on a bus tour in Barcelona. Suhail, the receptionist, gave us 3 luggage tickets and I placed the 3 objects near him by the reception. When we came back from the tour, we provided the 3 tickets to another receptionist (Alicia), but she gave us only the 2 suitcases and she was not able to locate the tote bag. The bag is extremely IMPORTANT and valuable to us, as my wife's wallet and Jewellery box was inside the pink handbag that was located inside the missing bag, which were stored at the bottom of the bag below other items. My wife and I immediately started looking inside the storage area for the bag. We asked to receptionist to call the manager (Melissa) immediately. However, the receptionist refused saying that this was outside the manager’s office hours. Then she raised doubts about us leaving three pieces of bags and obviously our answer was that we just gave you 3 tickets to support our position. After we insisted and after we mentioned that we’re going to the police, she started contacting the manager and the other receptionist: the answer was we don’t know what happened and we did not see anything suspicious. Eventually, we understood that we were not getting any helpful responses, so we decided to call the police. The police responded fast, and we had to go to the police station to file an official report. We provided all the details to the police including the 3 tickets and the jewellery descriptions. The police were very supportive and promised to investigate the missing/stolen bag. Upon our return to the hotel from the police station, the receptionist did not provide any updates or additional information on how they planned to resolve the situation. In fact, 8 days have passed since our check out and the hotel are still waiting on the head office to respond. Responsible personnel would have used recorded CCTV videos to locate the bag, and would already know who entered the reception area. Based on the layout of the reception area, I highly doubt that someone from the street came and stole the bag, which only makes me think that this was an inside job.

My advice to you is, DO NOT STAY AT ONA HOTEL!!! Terrible security and...

We were not able to stay at the hotel - We booked a Junior Suite via booking.com for 3 nights. When arrived, the receptionist did not find the reservation of our room.|I showed him the booking.com confirmation and it came out that our booking was never entered in the hotel’s system.||He gave us an alternative to stay in another room (for one night only as the hotel is afterwards fully booked) and then we would have to check with him again if another room will be available in the hotel (e.g. due to cancellation of other guests). He first did not mention that it is not a junior suite (instead it was a standard room and we paid a lot for the junior suite).||He checked and called another hotel to relocate us to another hotel, but we checked on ourselves on booking.com and found one nearby la Rambla and booked it within 2 minutes. At least it was less expensive but it was not a proper replacement to be honest as it was a standard room.||Furthermore, the receptionist mentioned to just cancel the booking, but we said that their hotel debited already our credit card with the full amount which he did not believe and denied several times. After we showed him our credit card statement with the debited amount, he asked for an email to send to him to confirm all the points and he would forward it to the reservations team to cancel and refund the amount. We therefore send the email immediately in front of him.||It was a horrible experience and we were very very disappointed, the solutions offered were not a proper replacement and the receptionist presented us on accomplished facts. We received an apology but we did not even received any offer to e.g. bring us with a taxi to the other hotel (however, he offered us to have a free coffee if we would stop over during our stay which we would obviously not do after such an experience).|At the end we received at least the refund of the amount.|Not sure if this happens with other guests but I do not recommend this hotel after such...