Hotel Can Pamplona in Vic

Subject: Immediate Complaint – Disrespectful and Unprofessional Behavior by Night Staff (Sept 21)

Dear Can Pamplona Hotel Management,

I am writing to formally complain about a completely unacceptable experience I had at your hotel this morning, September 21st.

I arrived at around 3:00 AM with a confirmed booking for Sunday and Monday. I’m fully aware that check-in starts at 10:00 AM, but I politely asked the night staff if he could inform me when a room might be available. His response? Repeating the word “Full” and absolutely nothing else. No attempt to communicate, no effort to help — just complete indifference.

This is not the first time I’ve encountered this kind of attitude from the same night shift employee. But today, things went further — he actually kicked me out of the lobby, despite the fact that I am a paying guest with a reservation. This is not only unprofessional, it is insulting.

Let me be very clear: this staff member does not represent the quality or service I’ve experienced from your hotel in the past. I’ve stayed with Can Pamplona over 10 times. Your daytime receptionists, especially the morning staff, have always been welcoming and helpful. One of them even checked me in early last time after this same night employee refused to assist.

This individual is either unable or unwilling to do his job. He shows zero interest in helping guests, refuses to communicate properly, and acts as though he owns the place. He is not the owner — he is an employee, and one who is damaging your hotel’s reputation.

I expect action. Either he receives serious retraining in how to treat guests, or you find someone better suited for the role. Guests should not be treated with disrespect, ignored, or pushed out of the lobby when all they’ve done is ask a simple question.

I want to know what steps will be taken to address this. I will also consider sharing this experience publicly if no action is taken.

They need to renew the rooms, the material used is old, and it smelled dirty in the region.

Tired and in need of complete refurb