Hotel Sofia

We had a horrible and disturbing experience where a staff member forced our door open after midnight. I woke up to the sound of someone repeatedly trying to unlock the room. There’s a screen between the door and the bed, so I could only see the man’s shape when he entered, and I yelled. The man, who claimed to be staff, apologized and claimed he thought the room was empty and was trying to open the adjoining room for a family next door. I really don’t understand how this could happen, but it was an absolutely terrifying experience. In the morning, my husband told the front desk staff about the incident, and they offered us free breakfast which we couldn’t use. They also suggested they could refund points to the booking account, but there has been zero follow up. No one has acknowledged the incident or offered us the compensation the front desk promised us. We’re really disappointed in the response after our stay was ruined by this incident.

I was celebrating my birthday (which I’d informed them prior to my stay) and my friends had also informed the staff multiple times, and the staff did not do anything to make my day special. When checking out, they didn’t even care to ask how the stay was (they probably already know they don’t provide good service). A lot of the staff we encountered were very dismissive and not friendly. This is probably the worst customer service I’ve received from a hotel. The TV wasn’t working and it took an hour for someone to come and have a look at it, we even had to call while waiting to follow this up. Amenities in the room are very few, they only provide cotton buds and a shower cap and I’d expect more from a 5 star hotel. The hotel is clean and modern but overall, I would not recommend staying here.

We had an amazing experience at this location and we agree that we would love to revisit this location for our next trip to Barcelona. We were so impressed with the service, the amenities, the food, the beverages, I mean everything was awesome.

Once upon a time Hyatt was a pleasant stay hotel for travellers with all conforts. Hyatt Barcelona became a ticket party place, 19th floor, where you will be charged 18€ for a glass of mango juice, while "party people" enjoy, common guests or ussualls are put in place for" sit here, not there" without compliments. All sort of "girls" in clearly comunicative outfits coming to a hotel during the evening hours for the party...at some point lifts were out of service for hotel guests. At a pool bar you will be told at 9.30 am that coffee is served from 10am, while the waiter is making that same coffee for his self . Hospitality spirit is gone.

I would not recommend this hotel. It's labeld as a Grand Hyatt but felt more like a holidy inn express with the Landlord special. We have a chase sapphire reserve card so we are supposed to get early check-in, we arrived at 11, tried to check in and were told that our room wasn't ready yet, the woman said it was empty but just needed to be cleaned implying that it woudln't be long. Well, 3 1/2 hours later it was finally "ready". After I had to ask the front desk if it was ready 4 times. They finally put me in a room that was similar because my actual room still wasn't ready. Had they been honest with us, we could've enjoyed our day at their pool rather than the lobby. The room was fine. Smaller than expected. Terrible lighting. The shower leaked so badly there were puddles outside of it and the clear wall / door to the toilet was an interesting choice. The staff was not great either, I needed some things from guest services and the employee was audibly annoyed by my requests. The complimentary breakfast was nice but we were never once told we could order omelettes, we only figured that out the 2nd day when we saw someone else ordering. Overall I would not stay here again.