Travelodge Barcelona Poblenou

We had a great time in this hotel. Staff were friendly and accommodating. Unfortunately on our first day the air-conditioning wasnt working and it was 25 degrees in our room and outside was about 20 degrees. But the next day it was fixed. The hotel is a good walking distance to the beach which is a plus! It is near the metro station too.

Clean room, comfy bed, convenient location, lots of restaurants nearby

nice professional and friendly staff. Everything is clean. Great location

Dear Sir/Madam, I am writing to make a formal complaint regarding the extremely disappointing and unpleasant experience my family and I had at Travelodge Barcelona Poblenou. Unfortunately, the standard of customer service, room allocation, cleanliness and general condition of the accommodation fell significantly below what I reasonably expected when making the booking. Upon arrival, I dealt with a member of staff at reception named ***. Regrettably, I found his manner unhelpful, dismissive and, at times, unpleasant. Room Allocation I had requested two rooms adjacent to each other, which was particularly important as we were travelling as a family. At reception, I was initially informed that adjacent rooms were not available but was then assured that the two rooms could at least be located close to one another. Despite that assurance, we were subsequently allocated one room on the fifth floor and another on the third floor. I do not consider rooms separated by two floors to constitute rooms located “close to each other”. I had also specifically requested one twin room and one double room. Instead, we were allocated two twin rooms. I raised this issue with *** and requested that one of the rooms be changed to a double room. Rather than making any meaningful attempt to assist us or explore an alternative, he simply refused the request. Conduct of Reception Staff When I explained that I was dissatisfied with the service and wished to make a formal complaint regarding the way we had been treated, the two members of staff at reception appeared unable even to locate the appropriate complaint form. It took approximately 10 minutes for them to find one. This further added to an already frustrating and unpleasant check-in experience. Condition and Cleanliness of the Hotel Our concerns were unfortunately not limited to the reception service. The general condition of the hotel and our accommodation was also unacceptable. There was a particularly unpleasant smell throughout the corridors. The room itself also had a bad smell, as did the toilet/bathroom. The shower appeared to be partially blocked or defective, causing water to spill onto the bathroom floor when it was used. The sink also had drainage problems. These are basic maintenance and hygiene matters which should have been identified and rectified before the room was allocated to a paying guest. Furthermore, there was no meaningful room service facility or telephone in the room through which we could conveniently contact reception. The room facilities and overall experience were therefore substantially below what we had reasonably expected. Requested Resolution Taken together, the poor customer service, failure to accommodate our reasonable room requests, separation of our rooms across different floors, incorrect room configuration, unpleasant smells, drainage problems and generally unsatisfactory condition of the accommodation made our stay extremely disappointing. This was not simply a minor inconvenience or an isolated issue. There were multiple problems affecting both the service we received and the standard of accommodation provided. In the circumstances, I request: A full refund of the accommodation charges paid for this stay; A written apology regarding the manner in which we were treated by the reception staff, particularly ***; An explanation as to why our room requirements were not accommodated despite the representations made at reception; and Confirmation that the cleanliness, drainage and maintenance issues reported above will be investigated. I would be grateful if this complaint could be formally logged and investigated and if I could receive a substantive written response, together with your proposed resolution, as soon as reasonably possible. I hope Travelodge will take this opportunity to resolve the matter appropriately without the need for me to escalate my complaint further. I look forward to hearing from you. Kind regards, Adnan Saeed