Hotel Catalonia Gran Vía Madrid — Hotel in Madrid

TL;DR Hotel overbooks rooms, sends you to cheaper, rubbish hotel far away, and has the WORST customer service. Does not refund, reimburse, or credit for paid price difference to alternative hotel. Unprofessional company. Beware of this scam.

THIS HAS HAPPENED TO OTHER PEOPLE, PLEASE SEE OTHER REVIEWS

No review is going to express my anger and hatred towards this hotel and I hope you stay as far away from the Hotel Catalonia company as possible, specifically the Gran Via BCN/Vueling BCN by HC.

I booked my hotel in advance for two nights stay and upon attempting to check in late at night, at 22:00 (with my wife and our very tired 7 month old child), we were told there was “a water issue” on the upper levels of the hotel and we were to be placed at an alternative hotel of superior quality and location (we were also later told they overbooked, had been doing renovations, etc. etc). We had watched an individual check in immediately prior to us and get a room and we also watched a couple check in after us and also get a room. Of note, you were still also able to book a hotel room online.

Without questioning the up-sell of a superior hotel in a superior location we agreed to be transferred to the Catalonia Barcelona Plaza (same ownership group). This was a MISTAKE!!! Rather then getting the nice boutique hotel in a good location we were were stuck in a dated, chain-like hotel requiring a significant walk/transit to any key landmarks. The room was awful with a shower that hardly worked and a room that smelled of paint thinner. There was several issues with our hotel which I will leave out of this review but it was NOT what we booked. I had paid $207 USD/night and the hotel which we ended up staying was advertised at $104 USD/night.

This hotel refused to refund, reimburse or credit any money and/or let us check out early without forfeiting our money. There was also no management onsite during the weekend to resolve my concerns - and when we finally did speak with a manager - whom was extremely argumentative - I was treated with disrespect and unheard - I was finally offered €20/pp dining credit; we did not end up eating at their restaurant for fear of having the kitchen spit in our food, this was also not enough for the shortcomings of being scammed out of $208 USD and ruining our trip to Barcelona. I’ve never been treated with such I professionalism from three of the front desk staff and hotel manager.

This seems to be quite common at this hotel per other reviews. It also seems the hotel deals with this on a daily basis. Avoid this place!!! Not...

This hotel has falsa marketing. They uploaded the picture of the suite with jacuzzi to the “general hotel pictures” making it seem like they have a hot tub for all. Which is why I booked. The only reason. Upon arrival, after check in, I ask about the hot tub & they say it is just for the private suite. I mentioned that this is “marketing engañoso” and the receptionist didn’t respond much. I think they are trained to try & appease when customers come thinking there is a hot tub for all, to then realize it was an engaño. Secondly, the lobby, bar and the surrounding areas as entrance are beautiful and a complete deception to what the halls and rooms are like. The halls of the rooms on every floor had siding that was coming undone, dirty and the rooms had uncomfortable beds and a non-working tv. I really wanted to watch the 2024 olympics. I decided to go to the “pool” for a while, which actually felt more like the hot tub that doesn’t exist. It was small, so crowded that there was no space for me, and the space around it was unclean (people half eaten pizzas and drinks sitting on tables near pool (for hours). No one from cleaning crew or hotel seems to come around during the day to supervise that the space is flowing and clean. There are much better hotels for this price range that can give you a thoroughly excellent experience. Lastly, before when I went to bed, I put “el típico sign of DO NOT DISTURB” to sleep- and the cleaning person knocked on my door at 8:15! But I was actually already awake and annoyed by 8 with people unrolling painter’s tape and taping walls and corners up. I was never told that anything was being remodeled or fixed. That noise was the first thing to wake me up. Many other posts mention that the cleaning crew knocked on their doors even with a DO NOT DISTURB sign. Which is a sign to me that their cleaning crew ignores the signs in order to get what they need to done, and not respect customer’s sleep. There is another door that gives way directly to Gran Via, with absolutely no security. Anyone can get in off the street with direct access to rooms. When I mentioned my concern at the front desk, I was told “well, we try to close that door, but sometimes it stays open.” I decided to cut my stay short by one night, it was hard to get good rest, the amenities were mediocre and “el marketing más falso que los ojos de espinete.” A disappointment indeed. I can see how this hotel is a...

DO NOT BOOK A ROOM AT THIS HOTEL, BURGLARS HAVE KEY CARDS.

A short summary of our horrible night at the hotel (January 8 and 9).

When arriving at the hotel we got in line to check in at the reception. Unfortunately, we immediately encountered an unfriendly staff member. Perhaps this member of staff was new or could not cope multiple check ins, but her tone and facial expressions were simply rude and not welcoming at all.

After about half an hour we finally got the keys to our rooms. After stowing our luggage, we went downstairs and had a bottle of Cava at the hotel bar. The female bartender there was friendly and cheerful, which was a huge contrast after meeting the receptionists earlier.

The hotel’s location is central which meant we could walk to local tapas bars. We visited one at Playa de Meyor and the food court next to Four Seasons hotel and had a wonderful time there. Visiting these sights are true recommendations.

When we came back to our room, we were shocked to find that someone had been in our room and had stolen money from a locked suitcase. The suitcase had forcefully been opened, probably with a crowbar. Strangely our room door had no signs of theft which leaves us to the assumption that a staff member with a key card must have entered it. We understand that this is a terrible situation for any hotel owner/manager. However, the way we were treated by the receptionist was rude and a reason to never visit this hotel again. When reporting the crime to a mid-forty female hotel receptionist, the first thing she asked us was whether we had grabbed anything from the mini bar. As you imagine we got angry and asked her to call the hotel manager. Instead of offering us a drink or showing any signs of empathy she simply started helping other costumers and completely ignored us. When the hotel manager arrived, he apologized and told us to file a report at the local police station and hand him a copy. After filing the report and giving the hotel a copy we grabbed our, completely broken, suitcase and headed to the airport to catch our flight home.

Feeling safe while staying in a city you do not know is crucial. Therefore we recommend everyone to keep on looking. DO NOT BOOK A ROOM AT THIS HOTEL but find one in...