Sercotel Alfonso VI

Avoid This Hotel – Poor Maintenance & Customer Service How do hotels receive their star ratings? Many travelers assume a hotel’s star rating reflects cleanliness, comfort, or service, but that’s not entirely true. Hotel ratings are primarily based on the facilities and amenities offered—such as 24-hour reception, room service, or a fitness center—not necessarily the quality of those services. This means a 4-star hotel can still have poor customer service, maintenance issues, or an overall bad experience. Unfortunately, that was the case with this hotel. My Experience I stayed here as part of a group tour, and it was one of the worst hotel experiences I’ve had. My first room had a strong sewage smell due to plumbing issues, so I requested a room change. The second room had a clogged shower drain that caused flooding. I reported the issue in the morning, expecting it to be fixed or at least acknowledged, but when I returned later that evening, nothing had been done. When I brought it up again, the front desk staff was dismissive, unhelpful, and unapologetic. I had to push multiple times just to get them to send someone up, and even then, I was forced to wait over 20 minutes before anything was addressed. A working shower is a basic amenity, yet I had to fight to get that resolved. To make matters worse, the hotel is located near a military academy, and gunfire can be heard at night, making it difficult to sleep. Final Thoughts Between the lack of proper maintenance, poor customer service, and disruptive location, I would not recommend staying here. If you’re traveling as part of a tour group, I highly suggest requesting a different hotel. The 4-star rating does not reflect the actual experience, so be aware before booking.