Booking.com has awarded 4 Star to the hotel, Hotel & Spa Villa Olimpica Suites, Barcelona. Which is no where near to that. Its very difficult to speak to the staff as most of them do not speak English.
The very first day of our stay we went to the Spa on site and my son got hurt in his foot by something sharp inside the Pool/Spa step, which is unattended. There was no body/First aider to attend him and he(my son) was standing the blood puddle. I went to the spa reception which is one level up to request for some first aid and ambulance. They could not get us an ambulance because it would take an hour and we could not wait therefore they called a Taxi for us.
We spent few hours in the hospital where he got 4 stitches in his foot. We had to pay in the hospital for the treatment as well as the transportation.
We requested for a wheel char has he is unable to walk but there was no wheel chair available on site. In the end they arranged us a hired wheel chair and I had to pay for that which was reimbursed by the manager on our last night when we met him at last.
There was incident report been lodged and no one inspected the place to find out the cause until our last day at hotel.
The was on site manager and staff did not speak to us about the incident and advised to see the manager who saw us on the 3rd night and we had to check out in the early hours of 26th February 2022.
It was a very short but sentimental trip because It was a Father and son trip and my son(Hussain) is only 9 years old.
He could not enjoy the trip, spent most of the time in the hotel. It was a pretty bad experience financially and emotionally.
There was no reimbursement, and if the site was inspected everyday this incident would not have happened.
The incident happened on 23rd Feb 2022 and we met the manger on 25th till then the staff or the management did not visit the site area. what an absolute lame response from the property as follows:
Good afternoon Muhammad. We regret that the unfortunate incident with your son has not allowed you to fully enjoy your stay in Barcelona.
We would like to point out that the spa pool does not require a lifeguard by law and that the facilities are checked daily by our maintenance staff. The reimbursement that we have made is a detail that we wanted to have with you and that we are glad that you accepted willingly while you were in person at the hotel.
We hope that your son are fully recovered. Greetings.
Response From Booking.com:
Hi Muhammad Ali,
Thank you for choosing Booking.com.
We are writing to you regarding your reservation 3631300649 at Hotel & Spa Villa Olimpica Suites, check-in date 2022-02-23, and check-out date 2022-02-26.
We’ve followed up with the property, however, no resolution can be provided for your complaint. Please be assured that we have taken note of this situation, and has opened a complaint. Thank you again for taking the time to contact us—feedback such as yours helps us to improve the property’s standards as well as our own.
You still can also leave a review. This helps them improve and helps future guests decide where to stay.
Please again accept our sincere apologies for any inconvenience caused.
If you have any other questions, we are here for you.
Best regards,
Cherry G.
Booking.com Customer Service Team