Sercotel Gran Hotel Conde Duque

"At night, while my husband and I were lying in bed, a hotel worker opened the door and walked directly into our room, without knocking first, without warning, and without our authorization. We suddenly found ourselves with a person inside our room, in a moment of absolute intimacy. We consider this behavior to be a very serious offense, since when a client books a hotel room, they have a right to privacy, especially at night when guests are resting. Likewise, we want to remind the hotel management that Article 18.2 of the Spanish Constitution protects the inviolability of the home and that Judgment 10/2002, of January 17, of the Constitutional Court, expressly recognizes that hotel rooms constitute a space protected by this right during the guests' stay. For all these reasons, our rating of the hotel is very negative and we request a formal explanation of what happened from the establishment's management. The privacy and safety of guests are not optional: they are fundamental rights that any hotel establishment must respect. We asked for an explanation and they haven't even bothered to reply."

"We also had the experience that the staff at the front desk could have been a bit friendlier. But no one was truly unfriendly. Big city. All questions about the area, restaurants, and the metro were answered in detail. The room was very clean, the hotel is in a quiet location, close to the metro, and there are numerous restaurants in the area. Would stay again anytime!"

"We arrived at the hotel late in the evening after a long journey and immediately faced a shocking situation: we became trapped inside the elevator. We repeatedly pressed the emergency alarm button and waited for assistance, but nobody came. After some time, it became clear that no one was responding to our calls. It honestly felt as if the emergency button was not connected to any real assistance service, or that nobody was monitoring it. When we realized that nobody was coming to help us, we were even forced to call the police because the hotel did not react to the fact that we were trapped and repeatedly pressing the emergency button. Eventually, my husband was forced to manually open the elevator doors. We found ourselves between floors, next to the elevator shaft, trying to get someone’s attention. We had to pull the doors apart and shout for help until other hotel guests finally heard us and alerted hotel staff. No guest should ever be put in a situation where they feel forced to risk their safety because emergency assistance is not arriving. We literally had to expose ourselves to danger, open the doors ourselves and call for help in order to be noticed. When a staff member finally appeared, we explained that I was having a panic attack and that we needed assistance. The response was simply that help would arrive in about 30 minutes. We were not offered water, medical assistance, reassurance, or any meaningful support while trapped inside a hot elevator. Even after the situation was resolved, no sincere apology was offered. When we later asked why nobody had even offered us water, we were told that we already had a bottle of water with us. What upset us most is that everything about this situation was unacceptable: the elevator malfunction itself, the apparent failure of the emergency response system, the complete lack of urgency, and the indifference shown by the staff. Being trapped is already frightening enough. Being ignored, left without assistance, and receiving no compassion afterward is even worse. This happened in a hotel in the capital of Spain, and it was far below the level of safety, professionalism, and customer care we expected."