jennifergA6894HX
Judgmental Emergency handled horribly
I have to share this story although I have never left a hotel review before. This message is very important for me to make clear. I am a solo female traveler who arrived at hotel Casa Fuster on March 20, 2026. For three weeks prior to my reservation, I had sent emails to the hotel requesting an early check-in on an upper floor room. I clearly stated in my emails that I knew I was just putting in a request and it was not a guarantee. When I arrived at the hotel at noon, I tried to check in, but was immediately told there were no rooms available. I asked if any notes have been put in my reservation and the lady at the front desk denied seeing anything. She then told me she the only room she had available was on the first floor, but it would be quiet. After such a long flight, I agreed and took the room on the first floor. Immediately maintenance had to come three times because the safe in my room wouldn’t lock or unlock. That could’ve been user error I admit. The only thing I did for the rest of the day was go up to their rooftop terrace and had an appetizer. I went to bed early since I had an early start the next day but by 7 PM woke up with the most horrific, excruciating stomach pains. By 1 AM I had to go to the emergency room where they diagnosed me with food poisoning. The next morning I went down to the front desk to confront them about the fact I had just had to spend $1200 at a hospital because I had food poisoning from their rooftop terrace. Immediately they were defensive and did not care and stood there, asking me what I wanted them to do about it. I thought then a good customer service agent would agree to comp me or help me in someway. Due to the fact I paid such an extreme emergency room bill. They called me in my room later to inform me that because nobody else got sick they didn’t care. From that point on they made everything difficult for me and treated me as if I was some scam artist trying to come and work a free night off of them. That does not make any sense since they were already holding about $2000 on my credit card. My first night I went to take a shower and there was no hot water in my room and I paid extra to have a room with a balcony and come to find out. They remove the door handle off of the balcony so you can’t open the door. I asked how I could get fresh air in the room and was told they shut down their system during the winter and there is no air. Later that same day I had to return to the emergency room because my stomach pains had gotten worse. I did end up finding out that it was my gallbladder and I needed emergency surgery to have my gallbladder removed. So I admit it was not food poisoning. However, I had to come back to the hotel doubled over in pain crying because I was in a country all by myself when I didn’t speak, the language and an emergency was happening to me. I did not understand. The hotel was completely heartless kept treating me like scum when I asked for an ambulance or a taxi to take me to the hospital the front desk manager pointed to the street and told me to go catch a taxi outside. I am not a world traveler and I don’t get to stay in very nice places very often and I had planned for this trip for two years and saved all of my money for it. Yet the hotel I’m paying a lot of money for absolutely was heartless, cold, and I was treated like scum. The only thing the hotel was concerned about was making sure I paid for everything. I am no way showed any signs that I was trying to work a free room off of them however the manager and even the general manager came and spoke down to me and acted like I was trying to do something wrong. Even though I was crying, doubled over in pain and clearly had my credit card they still were not satisfied. At one moment, I thought I was going to be nauseous at their counter and I asked if I could get a sprite and the only thing they were concerned about was who was going to pay for the eight dollar half filled bottle of Sprite I wanted. I am not one to bicker at a hotel and even though there was no air in the room, I was still toughing it out. But to be treated so horribly by a judgmental front desk, whose judgment was completely off, showed that they were greedy instead of caring. The customer service at this hotel was horrible and I’m ashamed that people would treat others this way. I do have one positive thing to say about the hotel, and that is that they have the best Belman ever. He went above and beyond to be compassionate, caring and helpful for me. He felt bad for what I was going through, and even walked me across the street to the pharmacy to help me get my prescriptions filled since I didn’t understand Spanish. Otherwise, if you are looking for a safe and comfortable and caring hotel, I would suggest highly to not stay there. Their prices are outrageous for the service that you get and the rooftop terrace is a complete nightmare. But overall, they made a very false judgment of me and treated me poorly because of their false judgment. I have always heard that Barcelona is known for pickpocketing and scam artists. However, I showed no signs of either and it even took me a few days to figure out why they were treating me so horribly. I feel the hotel owes me an apology at least but I know I will never receive one. I will post this posting several times to make sure it does not get taken down. Best of luck to you.