Dorma Plaza Catalunya

“Nice hotel but customer service not great”

I’ve stayed twice in the Exe Plaza, most recently just last week. The hotel is in a great, central location, close to the airport bus stops, public transport and within walking distance of many attractions. It’s a nice, clean hotel with polite staff and amazing hair dryers (salon quality). Unfortun… more

I’ve stayed twice in the Exe Plaza, most recently just last week. The hotel is in a great, central location, close to the airport bus stops, public transport and within walking distance of many attractions. It’s a nice, clean hotel with polite staff and amazing hair dryers (salon quality). Unfortunately, there was a bathroom leak on my second night, and I had to swap rooms very late (11:30 pm). The only double room they said they could give me was a much smaller room without a functioning AC. It was like entering a sauna. I called the reception and they said sorry, we don’t have any other rooms of your type, and instead they brought me a fan. A fan makes no difference when you cannot simultaneously open windows. It just moves the hot air around. The thermostat said 30 degrees Celsius when I woke up in the morning after very few hours of poor sleep in the heat. I don’t know if that was a correct reading, but it certainly felt that hot. There were balcony doors but I didn’t dare leave them open at night since my balcony connected with other balconies and someone could easily have climbed over to mine and come inside my room. The next morning they still said they didn’t have any other rooms of my type, so I asked if they could upgrade me but they said no, with no other offer of a solution. Then they repeated that they didn’t have any other twin rooms and at that point I realised that they did have available double rooms, just not with twin beds (I was expecting my daughter to join me on my last night, hence having booked a twin room). I said I don’t mind of it’s a double bed! So then that was sorted and I got a lovely double room with a functioning AC. I don’t know why they couldn’t have thought of offering me that instantly, rather than saying they had no more rooms of my type left, and letting me sleep in a sauna. The worst thing was that, although the staff were polite, there was no apology from them, let alone any gesture to compensate me for my inconvenience. A gesture like a complimentary breakfast would have been really nice and would have left me feeling that they at least cared. I was left feeling undervalued as a customer. Rooms aren’t cheap at the Exe Plaza, and I did expect better customer service from a 4 star hotel. It was a disappointing experience.

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