Hilton Diagonal Mar Barcelona

I stayed at Hilton Diagonal Mar Barcelona and was very disappointed with the experience. The hotel is far from the city center, and the price does not reflect the quality provided. Bedsheets in the room felt constantly damp, which made the stay uncomfortable. There was no complimentary water in the room — not even a single bottle — and we had to go down to reception and buy water for €7.50, which is unacceptable for a 4-star hotel. The breakfast was below expectations and did not match the advertised level. The minibar fridge was completely empty. The worst part: the hotel took a €150 deposit from my card during check-in and has not returned it for over a month. I have contacted them multiple times by email, but received no response. This is absolutely unacceptable customer service from a hotel that belongs to the Hilton chain. Overall, I do not recommend staying here. Very poor value for money, and disappointing treatment of guests.

I feel it's important to pay it forward to all the people who have posted on this site all the good, bad and the ugly. I never post especially when there is more cons than pros about a hotel but I don't want anyone else who has spent good money to waste it on a hotel like the Hilton Diagonal Mar in Barcelona. What a huge disappointment. I was looking forward to staying at this hotel after reading others vacationer's reviews. There are a few pros of this place. Pros: Great location near a stunning shopping centre that offers everything. The hotel has many bells and whistles. The rooms are decent and comfortable. The hotel is well maintained. Cons: The staff is not friendly or welcoming AT ALL. Awful customer service from the first day. They treat you like a second class citizen but rather prioritize the customer who visits the hotel on a day pass who spends $$$$$ on food and drinks. We couldn't even get a spot to sit in the sun at our own hotel. We were told to wait in the shaded area for hours before even getting a spot at the pool. Everything has a fee attached to it. You are treated and spoken to with such disrespect it's actually awful. The elevator system makes you wait for no apparent reason despite being empty. There is no way around this. We wanted to use the stairs but it smelled so bad that we couldn't even stomach it and we were only on floor 6. The rooms smell like mildew. The gym showers and washrooms are shared with the pool area and are limited to one shower per numerous guests. Overall, I would never recommend this hotel to anyone. What they demonstrate in the bells and whistles they lack in customer care and valuing customers who are actually paying and staying at the hotel. We have been throughout Europe and have never experienced such a snobby uninviting atmosphere. I would rather less glitz and more valuing the clients who stay at the hotel. Worst experience in my opinion!

We disembarked a Disney Cruise and picked this hotel changing from another one closer to things in the Gothic area because the Disney transportation was going to this hotel. We got to the hotel around 9:20 AM. It was quite hectic, but we were the first ones in line to check in. I received emails earlier in the week from Hotel relations prepping for my stay and they asked when we would arrive. So I assumed when I checked in that I would be able to have a room seeing that they contacted me days before and I told them when I would arrive. When I got up to the desk, there’s just a few stations up the stairs nothing grand, The agent didn’t greet me as a Diamond member or anything. Didn’t thank me for coming to the hotel… nothing. They checked me in, but said the rooms were not going to be ready until a few more hours. He told us to come back around noon and keep checking. He didn’t even offer to text or email us to say when a room would be available. I did notice that there were Disney people leaving to go board the boat so a lot of people had already checked out earlier than the checkout time at 12 PM. We arrived at 12:30 and still no rooms and they said the checkout time is 12 PM. However, I know that a lot of people already checked out and there had to be one room available but Nothing. So we were just sitting in the small poorly done lobby with a few chairs waiting. We have an afternoon tour so we’d like to check our things in and be able to relax a bit. We aren’t even able to stay until the checkout because we have to catch our flight so it was going to be minimal time. So we were in contact with our friends from the cruise and they checked into their hotel at 10 AM and already luxuriating closer to town. Meanwhile, I’m sitting in a horrible lobby no greeting no guest service nothing and waiting for a room that may not be available until 4 PM. So I quickly booked using my Amex to a five star hotel closer to our tour because we are only staying today and leaving on the airplane in the morning. We need to be able to do stuff not sit in a horrible lobby and walking across the street to the mall to get extra luggage then still not have our rooms be available. It just wasn’t an experience that I’m used to staying with Hilton. Again I had a curio collection one booked in the Gothic area, but decided to book this one because I thought I would have more space and it seemed to have decent reviews. In the future, I would not stay at this hotel because it was quite hectic with all the Disney Cruise passengers and then they said there were a couple other cruises there. Possibly they are understaffed for all of these visitors at once. The entire lobby was full with luggage and people either going to a cruise or coming back from a cruise. It wasn’t very clean or nice in the lobby. There was just security standing around and security couldn’t even direct you to anything or answer any questions. when asked where the Belman are located. So I booked another hotel and left so that we could enjoy our day.

Rooms are clean with nice views. That’s about it. There doesn’t seem to be a hospitality culture if that makes sense. The whole vibe was unwelcoming and not nice. When calling the front desk, 2 out of 3 times there is no answer. The front door also has a bunch of mean looking security guards that “greet” you. It’s fine to not have a greeter or bellman, but why have security so front and center? Kind of makes you feel like a criminal the moment you walk in. Location is not close to historic sites but we stayed in the gothic quarters at the beginning of our visit for those sites. This location is more for beach and shopping. The main across the street was a nice change of pace for us.

Well located hotel and some good restaurant staff but for me that where it ends. A corner room ,I found it very poorly designed with quite an uncomfortable bed, however, the bathroom was the main issue. I’m not sure if it was initially designed for disabled guests, the wash basin low, the toilet in an unusual position and the walk and shower had very low fittings, so much that I continually hit my head and I’m not excessively tall. The shower also sprayed water all over the bathroom floor, when I say all over I really mean it too. The room quite honestly wasn’t fit to stay and I wouldn’t have stayed more than 1 night. I found other issues with this hotel too, needless to say, I wouldn’t recommend staying here.