First, I arrived to find that my booking had been cancelled “probably due to an error”. They offered me two nights instead of the originally booked 3 (at a MUCH higher rate), but I decided just to stay one night.
The room I stayed in was small, with no outside window….and very expensive.
I decided to stay in Sitges instead, beachfront hotel and nearly half the rate.
Dear 353randyb,
Thank you for taking the time to share your feedback. We are sorry to hear about the issues you encountered during your stay.
Regarding your booking, we apologize for the inconvenience you experienced. It is essential to note that a reservation is not valid unless the credit card used to book it is valid, as stated in the conditions at the time of booking. We strive to ensure that all our guests have a seamless experience, and we regret any misunderstanding that may have occurred.
The room you booked was a single room with an interior view, as mentioned at the time of booking. We recommend travelers who prefer more space and an exterior view to consider our other room categories to enhance their experience.
We appreciate your feedback as it helps us improve our services. We hope you enjoyed your time in Sitges and that you might consider giving us another chance in the future.
Best regards,
Our stay at AXEL TWO HOTEL was outstanding. The room was excellent—modern, spacious, and impeccably clean. The hotel’s location is fantastic, making it easy to explore the city. The staff were incredibly friendly and attentive, adding to the overall pleasant experience.
We particularly enjoyed the swimming pool and deck area on the roof, which provided a great spot to relax and unwind. The convenient breakfast option was a nice touch, ensuring we started our days off right. We also felt very safe and secure throughout our stay.
Highly recommended! We will definitely stay at AXEL TWO HOTEL again.
Dear VictorDPMiami,
Thank you so much for your wonderful review! We are thrilled to hear that you had an outstanding stay at AXEL TWO HOTEL. It's great to know that you found the room modern, spacious, and impeccably clean, and that our location made it easy for you to explore the beautiful city of Barcelona.
We’re also delighted that you enjoyed the swimming pool and deck area on the roof, as well as our convenient breakfast option. Your kind words about our friendly and attentive staff mean a lot to us, and we’re pleased to hear that you felt safe and secure throughout your stay.
Thank you for highly recommending us. We look forward to welcoming you back to AXEL TWO HOTEL on your next visit to Barcelona!
Best regards,
If you are traveling with someone and are comfortable showering, doing your business without privacy and no mirror above the sink - this is the place for you. That some interior designer thought this design was trendy or cool in anyway…. This is not a 4 star hotel and it has seen much better days. At this price point you can do better. Will not return.
Dear Leeew,
Thank you for sharing your feedback regarding your recent stay with us. We truly value all guest comments as they help us to continually improve our services.
We regret to hear that you found the room design unsatisfactory. Our rooms feature a two-way mirror above the sink, which functions as a mirror when the light behind it is turned off. Our 24-hour reception staff is always available to assist with any questions or concerns you may have regarding the room's features and design.
Our hotel is known for its modern, open, and playful design, which is highlighted in the pictures included during the booking process to ensure guests are fully aware of what to expect. We understand that this contemporary design may not suit everyone's preferences, and we apologize if it did not meet your expectations.
We strive to provide a comfortable and enjoyable experience for all our guests, and we are sorry that we did not meet your expectations on this occasion. Please know that your feedback is important to us, and we will take it into consideration as we continue to enhance our guest experience.
Thank you once again for your review. We hope to have the opportunity to welcome you back in the future under better circumstances.
Best regards,
My stay at Axel Two Barcelona was marred by Supervisor Alexandra Gelabert's aggressive approach to a simple misunderstanding about a late checkout and a misplaced item. While the other staff were helpful and professional, Alexandra's behavior was confrontational, making me feel unsafe and unwelcome. She accused me of misconduct without cause and threatened police involvement, which was deeply unsettling. Despite the hotel's reputation, this experience was disappointing. Significant improvements in management are necessary before I can recommend this hotel.
Dear Nasser,
I hope this message finds you well. I wanted to take a moment to address the recent events during your stay at our hotel.
First and foremost, I want to express our sincere apologies if you felt mistreated during your time with us. Please know that we strive to provide exceptional service to all our guests, and it deeply concerns us to hear about any negative experiences.
During our interactions, both personally and through our staff, we made every effort to accommodate your needs and ensure your comfort. However, it is essential to address the incident regarding your behavior towards our team.
Regrettably, there were instances where your conduct towards our receptionist crossed the boundaries of respect and professionalism. It was reported internally that you became confrontational when informed that certain services, such as discounts for influencers or complimentary late check-out, were not available. Moreover, your reaction to the reminder of the check-out time the following day was met with loud and aggressive behavior, causing distress to our staff.
I want to emphasize that we have a strict policy against abusive behavior towards our team members. While we understand that situations can be frustrating, it is never acceptable to resort to insults or aggressive outbursts. Our priority is to maintain a safe and respectful environment for both guests and staff alike.
When attempts at communication proved futile, and the situation escalated, it was necessary to remind you of our policies and the potential involvement of authorities to ensure compliance with our check-out procedures.
We sincerely hope you understand that our actions were guided by the need to uphold our standards of service and the well-being of our team. We value your feedback and strive to learn from every guest interaction to improve our services continually.
Once again, we apologize for any inconvenience caused and hope that future interactions will be more positive and constructive. If you have any further concerns or wish to discuss this matter further, please do not hesitate to contact me directly.
Sincerely,
I enjoyed the very friendly welcome, to a great room which i could get in the morning when they saw that i stayed my birthday week. The room was spacious, well appointed and spotless clean.
Good breakfast. Fantastic location and also loved the sundeck with the nice small pool.
I would definitely recommend the TWO by Axel anytime
Gracias wonderful staff
Thank you so much for taking the time to share your positive experience with us! We're thrilled to hear that you thoroughly enjoyed your stay at TWO by Axel.
It's wonderful to know that you appreciated the warm and friendly welcome from our staff, and we're delighted that we could make your birthday week even more special by providing a great room for you. We're glad you found your room spacious, well-appointed, and spotlessly clean - our team works hard to ensure every guest feels comfortable and satisfied.
We're pleased that you enjoyed the breakfast offerings and found our location fantastic. It's also great to hear that you loved our sundeck with the pool - it's always nice to relax and enjoy the amenities during your stay.
Thank you for recommending TWO by Axel! Your kind words mean a lot to us, and we're grateful for your acknowledgment of our wonderful staff. We look forward to welcoming you back on your next visit to Barcelona
Warm regards,
