Carolyn
Staff:
We recently stayed at Hostal Nova in Barcelona and unfortunately had a disappointing experience with the front desk staff.
When we arrived, we had six heavy suitcases with us. We were unable to access the elevator to reach the first floor where the accommodation is located. Thinking we might have pressed the wrong button, we went up to reception first to inform them that the elevator was not working and to ask for assistance.
Instead of being met with understanding or help, we were told rather bluntly, “It’s not my problem if the elevator is not working. I’m not a technician. I cannot do anything.” The tone felt dismissive and unfriendly.
We understand that reception staff are not responsible for fixing elevators. However, we expected a more customer-service-oriented response — perhaps empathy, guidance, or even a simple apology for the inconvenience.
Hospitality begins with how guests are treated, especially upon arrival. Unfortunately, this interaction made us feel unwelcome.
Room: Clean and comfortable. Ample electrical outlets to use. Shampoo, blankets, towels provided.
We recently stayed at Hostal Nova in Barcelona and unfortunately had a disappointing experience with the front desk staff.
When we arrived, we had six heavy suitcases with us. We were unable to access the elevator to reach the first floor where the accommodation is located. Thinking we might have pressed the wrong button, we went up to reception first to inform them that the elevator was not working and to ask for assistance.
Instead of being met with understanding or help, we were told rather bluntly, “It’s not my problem if the elevator is not working. I’m not a technician. I cannot do anything.” The tone felt dismissive and unfriendly.
We understand that reception staff are not responsible for fixing elevators. However, we expected a more customer-service-oriented response — perhaps empathy, guidance, or even a simple apology for the inconvenience.
Hospitality begins with how guests are treated, especially upon arrival. Unfortunately, this interaction made us feel unwelcome.
Room: Clean and comfortable. Ample electrical outlets to use. Shampoo, blankets, towels provided.
