Dear Sir,
Thank you very much for your comment. We are extremely glad that you liked our self check-in option and the apartment itself. In the future I recommend that you contact us first and we will be happy to offer you an apartment which also has a self check-in option and is more recommended for light sleepers as it has no windows facing the street. It is also located in l'Eixample, 400 m from Passeig de Gracia, and main Gaudi's attractions.
Hope to see you soon!
With kind regards,
Urszula Sajor dos Anjos
Managing Director of Old Town Apartments SL

Dear Sir,
As you booked through our partner website we are only allowed to insert there one location and our apartments are all distributed in the city center of Barcelona. It is written though on the HRS website and all our partners' websites that the location in Fontanella 18 is our office address only. The apartment where you were staying is located exactly 1,6 km from our office, in the center of the l'Eixample district, near Passeig de Gracia and Gaudi's attractions, and has a very convenient public transport communication from the office, and we always give the map with all the directions of how to get to the apartment.
Also the HRS websites informs that our reception is open until 22:00 on the weekdays. Of course we receive our clients who arrive later, but we charge an additional fee for this service, which is 25 euro between 22:00 and 1:00. We could have avoid the late check in fee and checking in in the office by offering you the self check-in option directly in the apartment. However, this partner does not provide any contact details to us of our clients, so we could not offer this option to you. In the future i recommend that you try to contact our office before your arrival and we will be happy to give you the most convenient options for your arrival, especially if you arrive after the office hours.
Regarding your complaints about the lack of groceries in the apartment, I need to remind you that we ofer self-serviced apartments, which means we don't provide any food, except some sugar, tea and coffee to welcome you. Besides, I remember we sent a cleaning lady with some more sugar to your apartment on your request, as we discovered it was very important for you. We can also provide a "welcome pack" service for our clients, for additional fee and you will find all your grocery shopping in your apartment at your arrival.
As regards the charges, I can see we returned all your security deposit back (150 euro) and we did not keep any ammount. We charged you a 1,25% surcharge for the payment with the credit card, which is a normal procedure in case of credit card payments, that is why we recommend cash payments if you want to avoid any additional charges.
The security deposit could have been returned to you immediately in the apartment, but as you informed us you would like to leave your luggage in the office, we knew you have a later flight, so we needed to send somebody first to check if there were no damages in the apartment. If you ever have and early flight and don't want to come to the office to get your deposit back, you can always leave your credit card details as a guarantee, or arrange with us to send our staff to the apartment on your departure and the apartment would be checked and the deposit refunded immediately in the apartment.
I personally appologize if anyone from our staff was rude to you. We try to keep the highest standards of customer service in our company. If you remember the name of the receptionist please write to us directly and this person will suffer the consequences.
I hope with your future reservations for our properties we will have a better communication. We always try to react to all the complaints of our clients as soon as we hear about them.
Kind regards,
Urszula Sajor dos Anjos
Managing Director of Old Town Apartments SL