Sercotel Sevilla Guadalquivir Suites

"POOR RESPONSE BY SERCOTEL SUITES SEVILLE Tripadvisor Please publish 1027742638 Reposting this to reply to Sercotel’s response comment to me. I accept the apology but the issues in the main have not been anyways acceptably dealt with or have any value to me. Facts are: There was no reception to check in or out of. One relied on WhatsApp and the lines closed prematurely and nobody answered our complaints whilst our family stayed there 3 nights/days! Also your company didnt uphold good security practices BY asking for my payment details by WhatsApp and email (I advise you to look at booking.com advices on this matter.) And you have not addressed the points I made about this. I find your response merely lip service and one expects more than this when you think about all the issues, discomforts and financial stress and lost holiday time that we experienced. I find the statement they make that I left without payment offensive : Firstly, I booked through one of the largest booking sites booking.com which sercotel advertises on and it is normal for bookings managed here that payment is automatically taken from my card registered with the site. This I’ve been doing for years and with all the other stays we stayed at on our holiday in Spain. It is not my role to ensure you receive payment through a booking site you have an agreement with. Secondly , there was no reception or anyone responding by WhatsApp. Thirdly I had no request or advice about payment on check in or check out either on Whatsapp and as again there’s no reception. YOU ARE STATING THAT I LEFT WITHOUT PAYMENT WHICH IS A SERIOUS ACCUSATION The fact is that payment was requested by your company to me post my departure through a WhatsApp message including requesting me to send my bank card details through WhatsApp which I found highly unusual and insecure. This is against normal security procedures and against the advice of booking..com. Again I was asked by your company to send my card details for payment by email again another insecure way of dealing, I was harassed into setting up a bank transfer whilst on holidays. I repeat whilst I sent a deposit to ensure payment was received going through a lot of hassle to set this up remotely on holidays. I find that my card was DOUBLE charged for the stay leaving me stressed trying to manage our holiday budget. I had to then deal with not only hours and hours of wasted time with calls to booking.com and to Sercotel’s WhatsApp messaging service pleading for refunds about the issue of my credit card charged twice. How is it that Sercotel then managed two deductions from my account on booking.com I wonder ? And whilst they separately asked for another payment directly from me? It was only long after my repeated requests for my refund that this was finally sorted. The faults of the apartment were NEVER addressed whilst we stayed there though it was notified to the hotel first night of the stay. The company only became active on WhatsApp AFTER the stay looking for additional payment from me when all this should have been sorted on check in or through booking.com. No refund or any gesture was offered for the entire shambles of this incompetence and inconvenience. Re the so called pool’ -great you’ve meadurements somewhere but I feel other travelers ought to be made aware that the images (which generally form an impression when booking) are a far cry from the dipping bath that it actually is. Clearly this response about is just lip service with no real value to our family. So I feel it’s right to make other travelers aware of potential issues with how this property is managed and so they don’t experience the mess we had to deal with. Dear Rosie A, Thank you for sharing your feedback regarding your recent stay with us. We sincerely regret to learn about the distressing experience you had and the issues that arose during your visit. Please accept our most sincere apologies for the condition of your accommodation, as it does not reflect our standards. We take cleanliness and maintenance very seriously, and your concerns will be addressed with our cleaning and maintenance teams. Regarding the description of the pool, you were aware of its dimensions prior to your booking in the “for more information” section that you should have read. We also regret any confusion related to the payment process and the communication issues you faced; however, we would like to remind you that you left without paying for the apartment and that the payment issue was with the website through which you made the reservation. We understand the importance of addressing your refund promptly, and we will escalate this matter internally to ensure it is resolved as soon as possible. In the coming days, we will send you the proof of the refund; in the case of international transfers, this usually takes a few days. Thank you for your patience and understanding. Sercotel Sevilla Guadalquivir Suites"

"Nothing but stress and poor service resulting from our stay at the suite. We booked a 2 bed apartment for 3 nights in June. We checked in ourselves via their WhatsApp messaging service. Though on first impressions the apartment appeared fine it was superficial. The glass shower door in the en-suite was coming off and dangerous, there was a smell of urine and a dirty toilet in the en-suite. There was no hot water coming through in this shower either. The floors were swept but very dirty when you walked on it with your feet/socks they turned black so clearly not washed. The fan in the en-suite was very loud and kept turning on and off all night keeping us awake. I complained to the WhatsApp (as they dont have a phone service after 5pm and though it was before 5pm I received an automatic reply message that their messaging was closed. I tried calling the emergency number given in their message but again no response. I gave full details of the complaint by WhatsApp and now almost 2 weeks later nobody has responded except to say they’ll look into the matter and that I should expect a response in a couple of days. I am still waiting for that! Very disappointed with the ‘pool’. The photo which is the main one you see when you go on the booking.com site or other uses, is taken at an angle that you think it’s an actual pool but it’s far from it! It’s more like a bath for 1 or 2 people max to stand up in. So that was a big surprise -we went up once to try and use it but with one person standing in the ‘bath’ already it wasn’t comfortable to try and squeeze in beside them. It should not be advertised as a pool. After we left the apartment I was harassed to get the payment for the apartment. I booked through booking.com and as always payments are always taken care of automatically via that portal. I was surprised to get these messages and the messages requested a copy of my credit card by WhatsApp! I replied that I expected payment to be deducted from my card as normal via booking.com however they insisted that because there was no reception/checkin that I had to pay directly with my card. Again very surprised as in all my years traveling and using booking.com this was never the case. I responded that sending my card details via WhatsApp was not secure and they responded to instead send my card details via email - again not secure and going against booking.com website policy and advise. I again said I’m not happy to share my credit card details via an email and they then issued me with a bank letter for a bank transfer. I had then the hassle during my holidays to try and set up a bank transfer and new payee on my bank account. I transferred a deposit of €50 yo see if it was safely transferred. In the meantime I was TWICE deducted the full amount and left me out of pocket at this point around €1,000. It then resulted in dozens of messages, pleas and phone calls and losing about half a day of my holiday to try and get the refund of the double amount booked. As of yet Sercotel have still not refunded the deposit I transferred by bank nor have they responded to any of the complaints. Never again to stay at sercotel!"

"Stayed here weekend of 13-16th March. We didn’t arrive until 5:30pm so no reception we use the check in machine which is a bit long to do but we managed to get checked in and up to our room. The apartments are clean and very comfy had a room on the first floor with 2 doors that opened looking over the side car park. The room was well equipped with everything you need. Lots of wardrobe space iron cloths airer everting is thought of. Location is very good lots of shops bars and places to eat right down the road 5 mins. Lovely area all the locals are out and about kids all meet up for football in the square area lovely to see. 20 mins walk straight down the road through the lovely cobbled streets you will be in the main area to see all the attractions which are stunning. We have walked ours legs but fully enjoyed Seville it won’t disappoint. Book an uber from the airport as it’s half the price of the taxis waiting at arrives we made the mistake took one when we arrive 30 euros for 10-15 mins drive Uber back to airport 13 euros., All in all fab stay in a lovely city now my fav one I’ve been too…"