We checked into Hotel Nouvel after a cruise ending in Barcelona.
We checked in on June 13, 2023 and had reservations for 2 nights. The first night the room was very warm and would not cool down to a comfortable temperature. I went to the front desk to ask for a fan and was told they didn’t have any. She told me that if it was still hot in the morning they would look at the air conditioner. There was not any offer to change rooms or any help. We booked a different hotel that night and checked out early.
When we checked out of the hotel. I asked to have the 2nd night charge refunded since the room was so hot. I was then offered to change rooms but I told them we already had another hotel. In regards to the refund I was told to email the hotel. I sent an email that day and 2 more after. I called the hotel and was told the only way to request an refund was to send an email. I tried to explain that I had done that several times and was told that was the only way.
The hotel has never responded to the email but they were very responsive to the reservation email and check in emails. Just not to the one to correct their issue.