As an international traveler staying at a boutique hotel, I expect a level of professionalism and courtesy. So, when I arrived and was informed that my reservation was cancelled, needless to say, I was shocked. After 16 hours of travel, I just wanted to collapse in my hotel room. The woman at the front desk explained to me that my reservation had been cancelled because I hadn't shown up. I found this odd, as I was standing directly in front of her. In any event, it turns out I had inadvertently booked my room one day early. I left Los Angeles on September 20th, and neglected to take into account that I would actually arrive on the 21st. At this point, I felt like an idiot. She told me that when a guest no-shows, the finance department cancels the reservation. Mind you, IT WAS ALREADY PAID IN FULL. OVER $1,500! She explained that the hotel was full and would try to find me a room. Now exhausted and bewildered, I sat down in the lobby, hoping my long-planned trip to Barcelona would not be ruined by a small oversight.
In retrospect, I wonder why I wasn't contacted. How often do hotel guests spend $1,500 and then don't show up? I didn't received a phone call, email, or text. In fact, I received an email of the cancellation as I was standing at the front desk. I had been using my phone during a layover in New York, and when I arrived in Barcelona, but didn't receive any notice of their action to cancel. For a small, boutique hotel, this seems lazy. And greedy. They already had my money, and now they want to book my room again? I mean, I was already out almost $200 from my mistake. And now they leave me hanging in the lobby for 30 minutes while the do me a favor of getting me a room? Come on...
Thankfully, I got a room. But they put me in one directly over the lobby, so I could hear the music from downstairs in my room. All day and night. Not a good choice for someone already inconvenienced from the beginning of his stay. First impressions are important, and Axel Two's were not stellar. The next day, I informed the front desk staff about the issue. They accommodated me, but it took three hours to do so, while I wondered around Barcelona.
The new room was amazing. On the 2nd floor in the back of the building, overlooking a public park, this room was tranquil and relaxing.
Axel Two's location is superb. There is a Metro station directly across the street, and the property is very clean and well-maintained. My room was always immaculate after housekeeping. Overall, my experience was good, but their communication with guests needs some refinement. Had they simply sent an email when I didn't show up, I could have said that it was an oversight, and that I was en route over the Atlantic Ocean. They still get their money, and I get my room. Everyone's happy. To tell a guest that the reservation was cancelled after 16 hours of travel and months of preparation and excitement is a poor first impression. And those are hard to replace. read more