“If you value security and accountability, think twice about this hotel.”
I’m an American traveler with Hyatt and Marriott Gold status who has stayed in hundreds of hotels worldwide. I chose to try SLS Hotel Barcelona and left extremely disappointed. During checkout, I asked Guest Services to collect my luggage. After I departed, I discovered my Apple AirPods were missing from my backpack. Apple’s Find My iPhone showed the AirPods at multiple locations within the hotel and then moving locations in Barcelona shortly after I reported the loss.
Despite multiple calls with staff (including names provided), I received no meaningful update. In my view, this reflects a serious breach of trust and security while my luggage was under hotel control. I have never experienced anything like this at any other property.
I urged management to preserve CCTV/key-card logs, conduct a proper investigation, and provide a full refund and appropriate compensation. Travelers deserve a hotel that safeguards guest property and responds promptly and transparently when something goes wrong. Sadly, that was not my experience here.