Hyatt Regency Barcelona Tower — Hotel in l'Hospitalet de Llobregat

My wife and I had a rough experience here at this "5" star hotel. Upon entering, the red carpet was littered with cigarette butts and trash, and the fountains on both sides had an extreme amount of trash in them. I understand that because of the drought, the fountains are not functional, but some basic cleaning should be done instead of abandoning them completely. The carpet and fountains were dirty all 3 nights we stayed - not once did it it look like anyone had worked on it. It would take less than a minute to vacuum... this is the first impression that everyone gets when they enter this hotel, but anyways...

Since we arrived in Spain early, we initially gave our bags to the hotel so that we could go eat breakfast somewhere. When we came back and got our luggage, my wife immediately noticed that her luggage was busted (it barely rolled), the luggage was obviously dropped from a high place and cracked the entire side and wheel. My wife talked to a staff member about it, and the worker literally just said "ok" and then told us we could go to the mall to buy new luggage.... LOL. I guess I understand not wanting to accept fault, but wow, the emotionless response we got was something else. We told them we would have to leave the busted luggage in the hotel room and asked if they would throw it away, and they said that was fine.

Also, while checking in, they will try to upsell you to having clubroom access and breakfast for $150/night. If you say no, they'll offer $100/night, and if you say no again, they'll offer to "talk to their manager" (I declined, so I'm not sure what the lowest they would go is). So if you're interested in that, make sure to say no twice to get the best deal. We like to eat local when we travel, so weren't going to do that no matter what the price was.

After the first morning, we couldn't find the coffee cups to make coffee, we tried calling guest services multiple times but no one answered, so we left a short note asking for a coffee cup. I guess this offended the housekeepers, because when we came back that night they had turned our room temperature down to 10°, so we thought that was really petty of them.

We still couldn't make coffee, so when I saw a worker cleaning another room I asked if she could help - she came into our room and gestured for me to follow. When she walked in, she thumped her finger several times on the note we had written (not sure why she did that, maybe to let us know that she had read it), and then opened the drawer we didn't notice was above the mini fridge. She gestured towards the drawer and started laughing, and we said thank you. Definitely our fault, but with literally everything being solid black, it's hard to see tiny drawers that can be pulled out. If housekeeping left the drawer cracked open a bit, it would help people find it.

The rest of the stay was pretty uneventful, the elevator is a weird learning curve, I noticed people that wanted to go down going up, and some people not going anywhere lol.. you have to swipe your card before pressing the floor level.. this is another small thing that would help the experience if someone would mention to guests.

As far as a rating, I would rate this hotel a solid 3 star hotel. They're really reaching calling themselves a 5 star hotel, their customer service is nowhere on the level of a 5 star experience and they don't even have basic cleanliness down. I'm not sure how it works in Spain for hotel ratings, but if you normally book 5 star hotels you will be very disappointed in...

**UPDATE: The hotel has not resolved this issue although they responded below saying that they have!!

DO NOT STAY HERE!!!! I REPEAT DO NOT STAY HERE!!!!

I was trying to avoid posting this review because I thought my incident was an isolated incident and that the hotel was going to professionally and properly handle it; however, due to their lack of due diligence here I am.

I stayed at the Hyatt Regency Barcelona Tower from July 17-21. On my very first night there, the night of the 17th, there was a leak from one of the lights in the bathroom area. The morning of the 18th I called the front desk to report the leak. Over an hour and a 1/2 went by and no one came to fix the leak. I called back multiple times and still no response. Eventually someone responded and they sent someone to “fix” the leak. Two men came and said that they fixed the leak and the leak would stop in an hour, and they left. I had to call back down to the front desk for them to send house keeping to clean up the water on my bathroom floor.

Fast forward to the evening of the 18th, I returned to my room only to see that the leak had spread and there was a huge water bubble on the bathroom ceiling that was leaking in addition to the original leak that was coming from the light. Once again I contact the front desk, they sent someone up, the man busted the water bubble (hence the patch work in my pictures) and told me the leak would stop in an hour. One of the hotel managers brought us a card apologizing and some chocolate. We were still not allowed to changed rooms.

I had to take the garbage cans in the room and put them under the leaks to avoid slipping and falling. The leak continues for the remainder of our stay. It wasn’t until our very last night that we got a letter from the front desk stating that we can changed rooms due to a pipe break in our room. However, we were gone all day and didn’t see the letter until 11pm that night. Due to the fact that we were checking out early the next morning, we did not change rooms.

I spoke to numerous managers throughout my stay and they continued to apologize and promised me a full refund. To this date, they have not issued me a refund and have been ignoring my calls and my credit company’s calls (I booked through a credit card portal).

I am very disappointed in Director of Operations IVÁN CASTRO NOVOA, General Manager JORDI MIR, Guest Relations YOMARY POLANCO, in addition to Manager MARIEL who all promised me that they would handle this and give me a full refund and did not. At this point they said anything they needed too because they knew I did not live there to follow up.

I will continue to follow up and post this review EVERYWHERE until the hotel responds. You all know who I am and you know what I went through during my stay, do the right thing and respond to our calls and emails and give me the refund I...

Update: I have changed my rating from 1 to 4 because of Gerard. He has been going above and beyond for us in order to makeup for how this trip and experience here started. He is very professional and kind. He even had a lovely tray of sweets and apology card sent to our rooms, immediately had the sheets and towels changed and waited for us this morning at breakfast to waive the bill (which I find very odd that it’s not already included given we paid $3500 for 4 nights. Nonetheless…We are grateful for his efforts and gestures.

This was meant to be a special family vacation with our mom—our first one together—and while the trip itself will remain special, our very first day at the Hyatt Regency Barcelona Tower has been nothing short of sad and disappointing.

We had arranged early check-in in advance, but upon arrival after nearly 18 hours of travel, we were told this was not possible. The front desk representative showed no professionalism—no smile, no eye contact, and a demeanor that shifted uncomfortably when he saw our names. Even though I speak Spanish, his tone and mannerisms changed in a way that made us feel unwelcome, almost as if our Middle Eastern background was a problem.

When we finally did receive our rooms, we were told we had one of the hotel’s “specialty rooms”—something we had never requested and only learned about at check-in. What we walked into was far from an upgrade: one tiny room with a single bed, despite our confirmed reservation for two rooms with two individual beds each. On top of that, one of the rooms had sheets and pillows with visible stains. When we raised the issue, the dismissive response was: “They’re clean, it’s just permanent stains.” That is not acceptable at any level, let alone from a 5-star hotel.

As if that wasn’t enough, the curtain in our room doesn’t fully close, flooding the room with bright sunlight when all we wanted was a short nap after long travels. A simple detail that makes rest impossible.

This was supposed to be a place of comfort, rest, and hospitality to mark the beginning of a meaningful trip. Instead, Day 1 has left us disappointed and questioning the reputation of such a prestigious brand. Although our stay here is only for a few days, the experience has already shaken our trust in Hyatt. Guests who choose a 5-star property deserve far better. One note to add, is Gerard was the only friendly employee and I felt he was genuinely doing his best to make up for everyone else at front desk and although he was not able to reverse the terrible experience upon arrival and waiting, we appreciated...