Last time at the W BCN

100   Recommended
August 19, 2012 by

 Map | 2 Reviews | 50% Recommended
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W Barcelona
 Map | 2 Reviews | 50% Recommended

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Liked:
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Service
Food
Amenities
Room
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Returned to the W BCN this year, decided to give it another try after many service issues last year.

The good:

  • Arrange a pre-upgrade from a Studio Suite to a Cool Corner Suite.
  • Cava and luggage tags as a return welcome gift
  • Despite the SPG benefit of continental breakfast only, when you order eggs to order, you will never be charged
  • This property is all about the pool
  • The new restaurants downstairs
  • Great gym


The bad

  • The rooms get very hot and stuffy despite the air con. At times I went to the Wet deck simply to get some fresh air.
  • Housekeeping (2 maids and a male member of staff) entered our room at 10:45PM, without knocking first. Clearly they thought the room was unoccupied because they were startled when they saw me, and when I asked what they were doing one woman indicated they were doing a turndown, yet had no cart, no towels and nothing to indicate they were actually performing housekeeping. I complained to the duty manager who was truly embarrassed, and couldn't explain the incident. As we were taking a 2 day trip to the LM El Vandrelle and the Westin Valencia I instructed the hotel that our room was not to be entered, until we returned. While I can't be certain we had spent a lot of money shopping that day, and the living room was full of merchandise from luxury brands. The incident was disturbing as we often book extra nights at other properties while retaining our first hotel room for convenience. It made us feel like our luggage and items were not secure in our room.
  • The front desks almost always have a queue with 10 people in each. Later the hotel manager told me that the desk second from the right (why not on the end) with the W heart SPG metal sculpture is the elite check in line. Frankly, most of recognise the silver Gold/Platinum *wood sign, why would the property not use this?
  • The elevators are a nightmare. Making matters worse, the bellboys push past guests. I challenged one stating that he should let guests in first who responded with "What is your problem?" and "I hope God blesses you" which I found rather offensive.
  • Ordered a one way Mercedes mini van transfer to a waterpark for 6 friends and myself from the concierge who quoted me 160 Euros. Upon check out at 4AM I found an additional 300 Euro charge. I questioned it and the night manager came out to tell me that I made the driver wait for 3 hours, and returned in the vehicle which is entirely untrue. We never requested the driver to wait, and returned in a taxi that evening. We had a fluent Spanish speaker in our party so there was no misunderstanding with the driver, and I had booked the car through the concierge. The manager refused to remove the charge, until I stood my ground and basically said I refuse to pay the bill until it was removed.
  • We hired a car for 3 days for our trip to El Vandrelle and Valencia, and only parked it at the W for one night. I found a valet parking charge for all 8 nights on my bill.
  • I checked out, and 2 days later received a call from the hotel stating that they had the mini van driver's GPS which "proved" he waited for us for 3 hours. A 15 minute phone call went nowhere and I stated I do not authorise the charge, and should the hotel attempt to charge the 300 Euros, I would perform a chargeback and complain to Platinum Concierge. He was adamant I had told the driver to wait, and returned in the vehicle. Absolutely ridiculous given that the 160 Euros was a one way charge. I said I wanted the hotel manager to call me immediately. He did, he recalled the service issues from last year, and agreed not to charge the 300 Euros. I recalled all of the above and the hotel manager offered 20,000 Starpoints as compensation which I found adequate.


Overall, the W is a beautiful hotel, with a nice pool and beach, but next time I return to BCN, I'll choose the LM on Las Ramblas. We went there for lunch twice which was delicious and great value for money (16 Euros for 3 courses and wine set menu), and the service was impeccable from the restaurant and the concierge who helped us plan our day in town.

As a fellow FTer wrote of the W in London they are 'all fur coat and no knickers.'

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