Review of Hostal Excellence 2*

I had one of the most unbelievable travel experiences of my life as I was LOCKED OUT of the Hostal Excellence when arriving at 4am (exhausted and desperately wanting some rest after a late night flight and 27 hours of travel delays). Hostal Excellence was informed by Agoda that our flight was scheduled to arrive at 12:10am. From what they told us when we were finally able to talk to someone at reception, “someone waited until 2:30am and left because we didn’t think you were coming”. Are you kidding? First, and foremost, Hostal Excellence’s website states that their reception is 24 hours (I have the screen shot to prove this). 2nd, there is an emergency number that is provided (I guess this is because they leave at night so you are supposed to call if there is a problem). Unfortunately, we called this number for HOURS and received NO response. 3rd, they were DEFINITELY aware of our late arrival and only provided a 2.5 hour time window to land, de-plane, take the shuttle to the terminal, get our bags, find the bus stop, and then take a 45 minute bus ride to the location. This MIGHT have been enough time but we were stuck ON the plane for over an hour, therefore delaying our arrival. I cannot believe that a Hostal would not take these travel circumstances into consideration and provide absolutely no way for a customer to reach them after hours. After waiting for 4 hours (yes… from 4am until 8am) and having no one answer our calls or arrive to the Hostal, we were forced to find another hotel so we could get at least a few hours of rest (it should be noted that we visited Barcelona during a very popular time so we had to visit 9 different hotels before finding a spot with availability). Beyond this, Hostal Excellence REFUSED to provide any type of refund for the days we were unable to use their accommodations and offered absolutely no apology. Customer BEWARE if you are planning a late night arrival, or are worried about what customer service will be like if there are any issues.