Guitart Grand Passage

DO NOT STAY AT THIS HOTEL. I believe a theft occurred inside my room. I stayed here from 4–8 July 2026 in Room 511. My brand-new Dior sunglasses, purchased at the airport duty-free shop, disappeared from inside my room. Housekeeping entered Room 511 only twice: 5 July and 7 July. The sunglasses were not left out. They remained inside my luggage throughout my stay, still sealed in their original triple-layer duty-free packaging. Someone opened the packaging, removed only the sunglasses, and carefully repacked everything so I did not notice until after check-out. This was not a simple loss. Someone went through my personal belongings inside a locked hotel room. I contacted the hotel immediately by email and phone and left voicemail messages. I received no reply, no investigation, no apology, and not even an acknowledgement. I have reported the incident to the police. The hotel must investigate every staff member who entered Room 511 on 5 and 7 July and review key-card records and housekeeping schedules. **If you don't want your holiday ruined by an incident like this, do not book this hotel.** NO SE ALOJEN EN ESTE HOTEL: durante mi estancia en la habitación 511 desaparecieron mis gafas Dior nuevas del interior de mi mochila, el servicio de limpieza solo entró los días 5 y 7 de julio, el hotel ignoró todos mis intentos de contacto y ya he denunciado el incidente a la policía; si valoran sus pertenencias, elijan otro hotel.

STOLEN T-SHIRT An expensive designer t-shirt disappeared from my room during my stay. I reported it immediately and fully cooperated with the hotel’s investigation. Housekeeping and the laundry company were unable to locate the item. What disappointed me most was the handling of the situation. I repeatedly had to chase updates myself, requested management involvement, and was informed that the Hotel Manager would review the case and contact me. Despite multiple promises and follow-ups, no manager ever contacted me and deadlines for updates came and went without explanation. Mistakes can happen in any hotel. What matters is how they are handled. Unfortunately, the lack of communication, accountability, and urgency left me extremely disappointed. I have attached screenshots of the correspondence so that others can judge the situation for themselves. Update: After escalating the matter and requesting the official consumer complaint procedure, the hotel introduced a smoking allegation and demanded a €250 (the exact value of the t shirt) payment. When asked for evidence supporting the allegation and clarification regarding inconsistencies in their previous explanations, no evidence was provided. I have also found at least 5 more reviews that mention stolen items from the room.

Stayed in this hotel 6 days last month, and I wanted to leave a review. My room was a 2-room suite on the 2nd floor (technically the First floor, room 108). Beautiful spacious room with a cafe table & chairs and pull-out couch in one and a double bed in the other. Two bathrooms (!) With a lovely soaker tub in the ensuite and two closets, one to take clothes and the other for stashing your suitcases and coats. This is a slightly older hotel so yes it has some age but it's clean, the patio is usable to dry your clothes or sit with a coffee and people watch. (I took one of the cafe chairs out there to do so). Does the enamelled iron bathtub have a chip? Yes, so what? I utterly enjoyed soaking my tired bones after walking around all day. It was quiet, the breakfast was excellent and I thoroughly enjoyed my stay. Would definitely stay again.

Aside from check-in, staff were rarely available. Complimentary bottled water was only provided on the first day and was never replenished. The kettle in the room was in unacceptable condition.The bathroom mirror was practically useless. My goodness, the whole stay was a nightmare. We booked a five-night stay, but after experiencing all these issues, we wanted to check out early. Unfortunately, the hotel refused to allow us to cancel the remaining nights or provide any refund.