Hampton by Hilton Barcelona Fira Gran Via — Hotel in l'Hospitalet de Llobregat

Howdy! To start off, this is my family's first time visiting Spain, and a great impression was made thanks to the greatest receptionist of all time by the name of Victoria. She has been nothing but pleasant and kind our entire visit, always greeting us with a smile and willing to help. She went above and beyond, and we can't state enough how great she is. She went out of her way to make us a whole itinerary of places to see in Spain our very first day there. She chatted with us and made us feel welcomed, she gave us water when we needed, she even brought out our food for dinner one evening and offerred to take a picture of me and my family. She is a joy and a pleasure and is definitely a highlight of our stay at the Hilton and in Spain. She should be a manager, she is the golden standard of how to treat others, very kind and polite and friendly. She is the face of this hotel, kind of like how LeBron James is the face of the Lakers. She is The G.O.A.T. She just didn't feel like a friendly worker doing her job, she felt like a friend!!

I also wanted to mention Anais who works beside Victoria. We never spoke with her but she always looked pleasant and had a smile on her face, and we just wanted to thank her as well!

The food was great, the service was exceptional, the staff were extremely friendly, the rooms were very comfy and clean, and there are some nice window views from the room as well. This is absolutely a great hotel to stay at!

BUT - there was a waiter by the name of Roger - who to put it shortly, was very rude and condescending to my brother and parents. Long story short, my brother and I went down to the kitchen in the afternoon and just made ourselves some hot chocolate. A very small cup, some water, and a packet of chocolate sugar - that's it. We passed Roger on the way to the hotel lobby coming upstairs from the kitchen, and I smiled at him and said hello. That was that, or at least I thought it was. 5 minutes later, Roger came up from the basement after we had just passed him 5 minutes prior. He hunted my brother and parents down and came to us and spoke down on us very condescendingly and deceivingly to chastise us for taking a little cup of hot chocolate. Apparently the hot chocolate isn't "complimentary", which none of us knew. However Roger thought we DID know, and he decided to passively aggressively talk down on us because he THOUGHT we knew the coffee wasn't complentary, so basically he thought we were stealing. Why would my family steal anything? We paid for our rooms, we cleaned up after ourselves everytime we ate. We paid for dinner. We paid for snacks. We gave a tip. Why would we knowingly steal a little cup of hot chocolate worth no more than a dollar at a NY 7/11? My family and I have been nothing but kind and respectful and courteous our entire stay, but Roger took it upon himself to hunt us down in the hotel lobby after 5 minutes and talk down on us, and it was an insult to our character. Completely unacceptable and terrible people skills. He could've delivered his message in a more kinder manner and all would've been well, but I guess he was feeling courageous and brave to come and talk down on my family and I. He can learn a few things from Victoria and Anais. I hope he learned his lesson and will take this sitaution into account when he deals with other guests in the future. Just a tip - if Roger took 5 minutes before coming to speak to us the way he did, he should've used those 5 minutes to work on his messaging and come talk to us with some decency.

Regardless of Roger - Victoria was an absolute highlight and she is the only reason i'm not docking points for service, because Victoria was exceptional. The girls were amazing and I appreciate everything they've done. My family and I are glad to have met them and have them be at our service. Anyone who has the privilege of speaking with Victoria and Anais should appreciate what they do for them as guests. I wish them both the best on their journeys! I'm gonna miss this place and the people (except one)!

Your...

MY RESPONSE BACK TO MANAGER AFTER ROBBERY:

I understand that there are things out of our control at times, however this particular event happened right in front of your staff. This could have been stopped, instead your employee watched a man wearing a mask grab my bag and run out your doors. The fact that your employees informed me that this is very common in Barcelona and your property allows random strangers wearing masks to enter the lobby is completely negligent on Hiltons part. Hilton has failed on so many levels on this matter and I'm going to do everything I can to warn future guests to ensure this doesn't happen to them. I was warned to be very cautious while walking the streets in Barcelona, however never would I imagine I had to be on guard while checking in at a Hilton property. While your processing the refund that was an oversight for using your phone, HIlton should be refunding my entire stay as well to make up for my property being stolen on their watch. This costs Hilton nothing and they should be doing everything they can to make up for their negligence. In regards, to your property covering my taxi expense to the police station that was only offered after I told your staff I have no $/phone how do you expect me to get there. It was after 10 PM, I'm not from Spain traveling alone, so imagine the fear I'm feeling at this moment when your staff gave me a piece of paper with the address for the police station telling me this is where I need to go and not offering taxi service to me. Regards,Janelle

BEWARE NOT SAFE. I was robbed when I was checking in to the hotel by a man wearing a mask/hat while the Hilton employee behind the desk watched it happen. The Hilton employee then accused me of not having a bag and the other employee came to my defense while this was all captured on security footage. My bag with my iphones, computer, wallet were all stolen and Hilton claims no responsibility because the lobby is a public area. Hilton should be able to provide a safe environment for guests that are checking in and not have to fear for their safety by a thief wearing a mask to rob them. Hilton’s manager didn’t even check on me to see if I was ok since he was off duty, worst customer service ever and I’m a Diamond member. Hilton refuses to offer any reimbursement or even credit my stay. The icing on the cake is they did bill me for my phone calls to cancel my credit cards that they told me I could use their phone for.

DO NOT STAY HERE, NOT SAFE, WORST CUSTOMER SERVICE….ENTER AT YOUR OWN RISK SINCE HILTON TAKES NO...

My family and I stayed for one night at this hotel. The hotel and my room was nice and clean. When I interacted with the staff, they were pleasant and professional, but nothing special. My issue with this hotel is crime at this place. I witnessed the following incidents during my stay here:

1. A member of one large family sat his bag down and went a few feet from it. I noticed he was frantic looking for his bag, and found that it was stolen.

2. A few hours later, while my family and I were eating in the lobby, after ordering dinner at the bar (it was decent), I noticed another family who was frantically searching for something in their suitcase. I later learned that one of the family member's passport was stolen while they were checking in.

My concern with these two incidents is that the staff did not seem to be overly concerned nor did I hear the police being contacted. The perception of their behavior seemed to convey "it happens all of the time." There's no security in the lobby, and I've seen a young kid come into the lobby (aout 10 -12 years old) without a parent and was not a guest. I also noticed an older lady in the lobby who was there for several minutes, and ask the front desk to use their phone to make a long distance call. The front desk staff asked if she was guest, but she admitted she was not but "I would stay here, since it looks like a lovely hotel.". She ended up leaving on her own (not because she was asked by the staff).

The hotel looks to be located in a business area and on a busy street. I did not see anyone lingering around the outside of the hotel, which may have given me pause for concern.

The breakfast is in the basement (it was ok) and some checks to make sure you are a guest of the hotel.

This is not a good look for Hilton, but these incidents are not isolated and it does not look good for their brand. Guests should feel safe when they come to this hotel. I am just happy I was here only for one night. If I return, I will have to find somewhere else to stay, since I could...