Hotell med wi-fi i Barcelona

“My wife ordered room service. She waited, no food. She walked down to lobby, no phone in room, and the food was waiting there. No one told her that she had to pick it up. Room service I guess doesn’t mean service to your room. It was cold by then. After checking out we discovered that the hotel charged her credit card for the room even though we had paid in advance through Expedia. Sent several messages to the hotel but they will not respond. Is this typical in Spain or is this just a horrible...

“Trevlig personal och rent och prydligt rum”