The Hoxton, Poblenou in Barcelona

Severe Security Breach Despite a Good Initial Experience:

My experience at The Hoxton Poblenou, Barcelona, unfortunately warrants a one-star rating due to a serious security failure.

Prior to the incident, my stay was positive. The hotel well located, and my check-in experience was smooth, professional, and welcoming. Everything initially met the expectations I had for a hotel of this caliber.

However, during my stay, money was stolen from my hotel room by the cleaning staff(who are contracted from an external company), taken from my wallet which was zipped and inside my bag inside my room. This was a case of clear breach of security and a violation of my personal space.

I immediately reported the incident. An official complaint form was completed and signed by the manager on duty Jemma, and I also filed a police report regarding the theft.

While the financial loss itself is upsetting, the greater impact was the invasion of privacy and loss of trust. Feeling unsafe in your own hotel room completely overshadows any positive aspects of the stay. Regardless of how the property is, security and guest safety must come first. This issue when following up with management was unfortunately not taken so seriously and from reading prior reviews, similar incidents have taken place at this hotel in the past.

I hope management takes this matter very seriously and improves internal security procedures so future guests do not experience the same situation. Based on this experience, I would strongly advise guests to be cautious with any of their belonging left in their hotel rooms.

I would like to express my deep disappointment regarding the experience I had during my stay at your hotel, particularly at check-in.
Unfortunately, the failure began immediately upon arrival. There was absolutely no sense of welcome — no greeting, no acknowledgment such as “Hello,” “Welcome,” or even a basic question like “How was your journey?”. The young female agent at the front desk simply looked up and demanded our passports and details. The interaction felt cold, purely transactional, and highly unprofessional, which is not what one expects from a hotel of your reputation.
Due to a misunderstanding during the check-in process, a manager named Dmitri intervened. Regrettably, this did not improve the situation. On the contrary, it made it significantly worse. His attitude was unpleasant, with no smile, no empathy, and no sense of basic hospitality. The way he spoke to us was shocking and completely lacking in professionalism and humanity.
Hospitality is about welcoming guests and making them feel comfortable. Sadly, this was entirely absent during our arrival. This experience has left a very negative impression, and as a result, I can confidently say that I will never stay at this hotel again.
I felt it was important to share this feedback so that serious improvements can be made in staff training and guest relations.