Review of Barceló Malaga 4*

I made a reservation through their official website few months ago but didn't receive any confirmation email from Baecelo. So I wrote them the first email to confirm my booking. Later on, I decided to change from 2 people to 3 and from 1 night to 2 nights. I wrote them at least 8 emails to get everything confirmed. The last email Barcelo Malaga sent me is "Thank you very much" which I assumed they have processed all my changes. However, when I arrived in Barcelo Malaga today…, only when I asked the reception, they told me I have only booked for one night. It took them 30mins to make everything clear and told me it's a misunderstanding because I didn't give them my credit card information (which I gave it to them online already) In the email I confirmed with them for at least 3 times (the last time was 3 days before my arrival) but they still got the wrong information. More upsetting, they never sent me any confirmation email even I asked them twice already. I thought that was the end of the problem after they cleared out the "misunderstanding". However things only got worse. After exhausted, waiting for 40 mins, when we finally got in our room which they claimed to be "non smoking room", it is full of cigarettes smell and it's so smelly that my family and I started to have headache. We called the reception again, and they replied in a very bad attitude, telling us "housekeeping says the room is fine, what they can do is open the window and spray some perfume". After knowing the locker of our door is broken and the door of the mini bar shelf fell off, they finally changed our room… We are spending almost 500 Euro for two nights here, I don't think we deserve this kind of service and I'm surprised at how bad the facilities are in the room. Improvements on their training and their hotel system should be made immediately so that this doesn't happen again. But before that, I don't think I will ever come again.