Hostal Excellence in Barcelona

I have stayed there for two nights with my child. The day I came, everything fine at first - I wasn’t expecting huge rooms etc, seemed fine. Left my bags, went for dinner, came back to a message about A BOILER BEING BROKEN. They seemed quite relaxed about it said it will be fixed in the morning, I thought “yeah cool”. Morning came, then afternoon… I was in and out sightseeing and every time I came in I was asking a member of staff when will it be fixed, their response was always “in two hours”. It got so ridiculous I burst in tears. Easy to guess - water was not fixed until the end of stay, means me and my child were not able to have a normal shower… I am current awaiting a refund, as I’m back home… let’s hope they can at least sort that one out…. Barcelona is great, this places location is great, but this whole situation - not being able to resolve emergency like a boiler!!! Shocking. On top of that I’m bitten by bedbugs. Beds were uncomfortable as well……

Horrible experience! Never in my life have I encountered such treatment. We spent 3 days and nights in a room without air conditioning in the middle of August in hot Barcelona, where it was 36°C. The AC in the room didn’t work at all. Despite making our reservation by phone and confirming directly with them that the room had AC, it was broken when we arrived. There was also a broken fan which is dangerous to use. We reported the issue immediately and they pretended they were going to fix it but did nothing. It turns out they have several rooms with a non functionning AC and they know it. When we asked them to change our room they claimed to be fully booked. So we asked for a discount because it’s impossible to sleep in that heat, the rude receptionist initially offered only a 20% discount. The next day, she changed her mind claiming the room already had a discount! Horrible and unacceptable! NEVER book here! Even though it’s a hostel, when your listing says there’s AC and you don’t provide it, it’s a scam!!

I had one of the most unbelievable travel experiences of my life as I was LOCKED OUT of the Hostal Excellence when arriving at 4am (exhausted and desperately wanting some rest after a late night flight and 27 hours of travel delays). Hostal Excellence was informed by Agoda that our flight was scheduled to arrive at 12:10am. From what they told us when we were finally able to talk to someone at reception, “someone waited until 2:30am and left because we didn’t think you were coming”. Are you kidding?? First, and foremost, Hostal Excellence’s website states that their reception is 24 hours (I have the screen shot to prove this). 2nd, there is an emergency number that is provided (I guess this is because they leave at night so you are supposed to call if there is a problem).Unfortunately, we called this number for HOURS and received NO response. 3rd, they were DEFINITELY aware of our late arrival and only provided a 2.5 hour time window to land, de-plane, take the shuttle to the terminal, get our bags, find the bus stop, and then take a 45 minute bus ride to the location. This MIGHT have been enough time but we were stuck ON the plane for over an hour, therefore delaying our arrival. I cannot believe that a Hostal would not take these travel circumstances into consideration and provide absolutely no way for a customer to reach them after hours. After waiting for 4 hours (yes... from 4am until 8am) and having no one answer our calls or arrive to the Hostal, we were forced to find another hotel so we could get at least a few hours of rest (it should be noted that we visited Barcelona during a very popular time so we had to visit 9 different hotels before finding a spot with availability). Beyond this, Hostal Excellence REFUSED to provide any type of refund for the days we were unable to use their accommodations and offered absolutely no apology. Customer BEWARE if you are planning a late night arrival, or are worried about what customer service will be like if there are any issues.

What horrible experience. The reception is NOT 24 hours like their website has stated. My flight was delayed, so I wasn't able to arrive until after 1am, which is apparently when the staff goes home. They charged me even though I had to sleep on the street until they arrived the following morning.

Not very excellent.. wifi doesn't work.. but quite proper place