Hotel Sofia

A 5-star Biohazard Nightmare! Sewage, Gas Stench, and Corrupt Management. Our family vacation turned into an absolute nightmare at Grand Hyatt Barcelona. We booked two separate rooms (315 and 328) for 5 nights, and we were subjected to a severe biological hazard.From the very first night, the entire 3rd-floor hallway and our living spaces were filled with a toxic, unbearable stench of raw sewage, gas, and human feces. This horrific odor disappeared in the morning but returned aggressively every single night, making it impossible to breathe or sleep. We know for a fact that several other guests staying on the same floor complained to the reception about the exact same horrific stench in the hallway.We went down to the reception every single day to report this distress. Every single day, a different staff member lied to our faces, promising it would be fixed or that we would be moved. Absolutely nothing was done. They trapped us financially because we had paid for the entire stay in advance. If we hadn't prepaid, we would have run away on day one.When we checked out, the Director of Front of House, Mayte Rabanal, tried to cover up the issue. She explicitly admitted in an email that her team only does inspections during the day, meaning they deliberately avoided checking the rooms during the night when the stench actually occurred!Although management was forced to sign our official government complaint form (Hoja de Reclamación) and documented "quejas olores" (odor complaints) on our invoice, the hotel and Hyatt Corporate (Case CAS6682325) refused to issue a full refund, offering a miserable 1-night credit instead.This is not a 5-star standard; it is a severe health violation and total deception. Do not stay at this hotel. They will take your money and force your family to sleep in toxic human waste fumes. We have officially submitted this case to the Catalan Tourism Board and the Spanish Consumer Protection Agency for a full legal investigation. Stay away!

We had a wonderful stay at the Grand Hyatt Barcelona from check-in to check-out. The guy who checked us in was very kind and responsive, I think it was Adrian. The room was spacious and cozy, the cleaning was impeccable, the breakfast was varied, the ending with Cava made it even more pleasant, the hostesses were very kind, the service was pleasant. The hotel is quiet and peaceful, Thank you for everything, we will see you again

We booked 4 nights at The Grand Hyatt hotel. The cab ride from the airport was about $32USD. We arrived around 0930. Check in is at 3pm. We thought maybe they would have rooms available for early check in. None. We waited in the lobby till 3pm to get a room. First of all HYATT needs to have more agents to check in the customers. At times the queues was very long. They post a sign saying they are having technical issues, but I've read reviews where this sign has been posted now for quite some time. I don't think it's a 5 star hotel maybe 4 stars. The concierge were always helpful with knowledge of tours and transportation. The breakfast buffet was very good. We had ours included with our room. The workers there are all very helpful The problem is their management team 1. Get more assistance for check in 2. Don't give every one a late check out so there will be rooms available for those who would like to check in earlyl 3. Hire more housekeeping to clean rooms to make available. Once we got into our room we found it to be an odd layout. We were so glad to have our AC working as some reviews mention not cooling enough. We couldn't control the temperature it was locked to a certain setting at 74 degrees F. which was great for us. It's hot here in August AC it's a must. All your lighting and window shades are on a panel close to the bedside. If you get up in the middle of the night and pass the mirror/TV the lights will come on. It automatically turn off after a few minutes if not you go to your panel and hit it off. The shower is very large and has a rain shower and hand held wand. You must press the panel for each option. The knob is the flow and temperature. We liked staying here it was out of the city but you can get a cab very easily out front or the Metro which is about 2 blocks away plus the bus line and on and off tour double decker bus drops off very close. Everyday we would see long check in lines and felt sorry for them. Hyatt corporate office needs to take a look at this hotel to service check in efficientlty along with better housekeeping. It has potential to be 5 stars.

Unfortunately, this was a very disappointing experience, especially because I have stayed at this hotel six times. I have continued returning because of my previous experiences, but after this stay, I am seriously considering making it my last. I was traveling with a group and had five rooms booked, and throughout our stay the hotel seemed poorly managed, with staff frequently appearing frazzled and overwhelmed. Both check-in and check-out involved extremely long wait times. I was also specifically told that I had been upgraded to a suite and needed to come back downstairs the following morning to get the new keys. I did exactly that, only to find out that what I had been told was not true and there was no suite available. This resulted in additional wasted time and frustration. The pool was another disappointment. It did not appear clean and had an unpleasant smell, which made us uncomfortable using it. The food and beverage experience was particularly concerning. I was served a chicken sandwich with raw chicken, which is a serious food-safety issue. On two separate occasions, I ordered drinks that simply never arrived. The happy hour is still a nice amenity, and I enjoyed it. However, having stayed here multiple times, I could definitely tell that the food and beverage offerings have been scaled back compared with previous stays. It was still something I appreciated, but the difference was noticeable. At checkout, I asked three separate times for invoices for all five rooms to be printed. After waiting approximately 40 minutes, I was only given invoices for three of the five rooms. I then emailed three times requesting the remaining invoices and received no response. I am also still waiting for the 17,000 points that the General Manager personally told me would be credited to my account. I do want to recognize the concierge team, who were helpful and one of the positive aspects of our stay. I appreciated their assistance. As someone who owns a retreat company and regularly books hotels and group stays, I understand that hotels get busy and occasional mistakes happen. However, this was not one isolated problem. There were repeated issues with the front desk, communication, food safety, pool cleanliness, food and beverage service, billing, and follow-up. After six stays, it is disappointing to see the experience decline to this level. I have been a loyal returning guest, but unfortunately, this may be my last stay unless there are significant improvements in management, staffing, and overall service.

Check in is ridiculously slow there is a plaque explaining there is a problem today which was on display all week. We are re attending for a stay next week so we will see if the check in issues are resolved. The tv broke within the room but this was fixed. The hot water machine for drinks did not work , I asked staff three times for this to be fixed or replaced , the maintenance man looked at it when he reset the tv and said he could not fix and would arrange a kettle. He reattended to check the tv remained working and said he had forgot it but would get someone to bring it to the room. We are still waiting for that kettle as we are at checkout! The cleaners did not clean the rooms until late afternoon when we were returning to the room for sight seeing and one day did not attend at all until asked at reception and then it took an hour. Hotel is a bit shabby around h t e edges except for the reception area which is polished and on display. Overall probably should be renamed to just Hyatt as not so grand and quite disappointing. Returning next Sunday so we will see if it gets any better.