470genyaf
Family · Aug. 2026
“Exceptional Concierge, But Rooms and FHR Benefits Fall Short of 5-Star”
The location is a real strength — central and feels safe. But the standout for this hotel is the concierge team: genuinely top-notch, super responsive by email, and always on top of things. Out of all my recent travels, they're the best I've encountered when it comes to execution and communication. The hotel was also kind enough to store our luggage while we took a side trip to Switzerland (we were dropping our son off abroad and traveled in between) — a small thing, but really convenient. Where the hotel falls short: We booked through Amex FHR but never actually received any of the benefits. Our flight was delayed a day due to weather, and the hotel didn't offer any courtesy adjustment — no refund for the missed night, no accommodation for the breakfast we missed. Nothing was offered at all. The next day, we asked for water and the staff member delivered it along with a bill — for two small bottles, after we'd already paid for a night we weren't even there for. That really didn't sit well with us. The snack situation also needs clarity — some snacks are included, some aren't, and it's genuinely unclear which is which. This should be made obvious to guests; it's not a hard fix. We stayed in a family room setup — two rooms connected by an odd little pathway — but honestly, the rooms themselves don't feel five-star. Having stayed at top hotels around the world, I'd put these closer to 3/4-star, more like a basic Marriott. They aren't cozy or luxurious. The bed and bedding were underwhelming — sheets with a comforter sandwiched in between instead of a proper duvet, which just doesn't read as five-star to me. I can't speak to breakfast since we never experienced it, and none of our FHR benefits were honored — not even a small welcome amenity in the room. Usually you'd expect a note or something simple like fruit; there was nothing, despite being charged for an extra day we weren't even present for. Bottom line: when we're back in Barcelona to visit our son, we won't be staying here again — it just doesn't match the level they claim. That said, the concierge team is exceptional, and the hotel should genuinely value and invest in keeping people like that.