Reach Out To Hotel Indigo Corporate Office – Review and Complaints 

The concept will not succeed if there is no paradigm shift in the mindset of management and inculcates the principle to its staff. A bad example is being set by the Hotel Indigo Barcelona where staff are badly trained due to high turnover and lack problem coping skills and guest services. Newer staff have to fend for themselves ungraciously because they are not properly trained or have to deal with toxic colleagues with seniority, let alone offering a personal caring neighborhood attitude at every level of services. We booked a King Premium Pool View for 4 nights checking in Nov 14 and checking out Nov 18 (under 2 reservations # 89904991 and # 21267824). At check-in, I asked the Front Desk associate Blai if I needed a quiet room because I am a light sleeper. The reason why we booked a room by the pool (Nov general pool is closed) thus is quieter. He assigned us to Room 219. I asked him if it was a quiet room and he said “Yes”. We found out that it was facing the main street with busy traffic and honking constantly. On our way out for dinner, I asked Blai why my request for a quiet room was ignored. He said it was just a request without guarantee. No apologies. We told Blai to put a note for room change since this was not the room type, we paid for. We couldn’t sleep due to the heavy traffic sound and the room was hot as the thermostat was not working. We couldn’t open the balcony door as the noise and pollution were unbearable. The next morning, we spoke with Valentina at the desk, and she said she would switch the room to the category we booked. She is accommodating and upfront. We went out for a while and got back to the hotel. I asked Angelica how long we should wait for the room change because my husband fell on the steps of the Cathedral, and he wasn’t feeling well. No signs of empathy. She was irritated when we tried to get our bags in storage to be moved to the new room. From about 8 pm to 12 midnight, the hotel staff were moving carts and spoke so loudly that the sound echoed through the courtyard by the pool. The following morning, we conveyed this to the front desk and also wrote a review on TripAdvisor. The lame response from Raul G from the hotel reflected a lack of problem-solving and sincerity. I don’t believe he fully embraced or even understood the concept of the Hotel Indigo Brand. This hotel fails in every aspect of fundamental hospitality and kindness to its guests. This evening I asked Angelica what the name of her general manager which she declined to provide his name. She said to write to the info@indigobarcelona.com. She explained that the staff would get the email and then route it to the GM. The question is will it go to the GM after the staff has “screened” the email? Is the GM so inept in dealing with the reality of daily glitches in both the front and back of the house that his name should not be given out by the staff? There is so much potential with the Indigo Brand but if the basics are lacking, then the noble concept of being “the world’s neighborhood hotel” is a fragment of someone’s expensive imagination which is impossible to come to fruition. Addressed the basics first, and then inculcated not an idea but a principle. Whatever it can be conceived, perceived, or believed, it can be achieved. (The photos showed the items that the hotel staff were moving by the side of our room till midnight which was uncalled for).