I am enclosing a letter I send to the general manager of this hotel. The reason why this review is so late is 1/ waiting for a reply from the hotel
2/presented the problem to booking.com whom we booked with
3/consulted a top lawyer in Madrid
Dear Mr Rojas
I should really title this letter with the name of one of the best television series in England “Faulty Towers”.
When we parted company, after I had explained to you my frustrations and unhappiness which you had listened to and agreed with, I managed with a guide without a hitch (8 minutes) to our room. We left for a walk at around 7pm and on the way we stopped in “our part of the hotel reception” to report that there is a leak in our bathroom through the ceiling. The receptionist there informed us that it is in hand (that it was reported before)so we expected on our return to find it rectified. We actually came back early around 9.45pm; nothing was done about the leak and the floor at the front part of the bathroom had at least 5 mm of water. The idea of coming back early was to go to sleep early as the night before we did not have a good sleep as I fell when the light in our entrance room was not working and in the pitch dark I did not anticipate a small step. We also had had an early start with a pre-booked visit to the Real Alcazar the next day and with the difficulty of getting out from our room...
We returned to find water dripping still from the bathroom ceiling and covered the floor with towels so we could use the toilet and consequently had to switch off the airconditioning as perhaps that was the cause. The constant dripping was preventing us from going to sleep and also we were not certain if any electric circuit might be affected. Now we had a choice either to open the door to the outside and have a noisy night or to sleep in a room with no air. We had just about gone to sleep when the telephone rang. It was Reception to tell us we could have a free breakfast. It was 10.20pm.
Our experience in our next 4 star hotel was as follows. We arrived at around 1pm to our hotel in Rota and our room was not quite ready. We were given another room for the time being to make us comfortable after our bus journey from Seville. When we entered our permanent room there was waiting for us a bottle of sherry and a letter to apologise from the Management for our room not being ready.
I understand that a hotel must provide reasonable care for its guests. Indeed things can go wrong but I would argue that we did not qualify into this category!
1. Your porter broke my suitcase and we had to spend 2 hours buying a replacement. Surely a better time in Seville is to use the time to explore the magnificent town
2. The map provided for finding our room was a joke - not though, according to Reception. That was the best that could be provided. We wasted another couple of hours to get out of our room or finding it. We were not the only ones. We met lots of your guests in the same position. Maybe some guests come to Seville for this reason? Others expect to get to their room or out of it as easy and quickly as possible. After all, as I said before, I came to Seville to admire the magnificent city and not to try to find our room in a 4 star hotel or the difficulty indeed to get out of the room to see Seville.
3. To be told by one of the porters, that he showed us before (insinuating that we were just stupid) at 11.30pm, after we got lost for 35minutes in the hotel was not “a pleasant experience” for a retired, professional couple
4. To be disturbed at 10.20pm by a call from Reception does not show a great deal of respect to a guest to let us know we can have a free breakfast.
5. To be flooded is certainly not pleasant, but then to be denied the use of the air conditioning was very unpleasant indeed and it did certainly not give us an opportunity to get a good sleep.
6. That the light in the entrance room did not work and caused me a fall does not bide well for the respect of a guest. I was not injured but I was certainly badly shaken and did not have a good night’s sleep. It was indicated in front of you that it was our fault and we should have left our room card in the room. I always thought that the whole idea of this system was to save electricity! Indeed a 3rd card was issued to overcome this faulty wiring problem.
I did pay the bill as I was contracted to do so but I now await for your view on what you had been contracted to provide for us for the price I paid.
I still do not have an answer from the hotel.
Booking.com achieved 10% refund of the price of the suitcase and no apology.
The lawyer advised us that law in Spain is different from UK and only action possible to take is via the local authority by filling a form. His advise was not to proceed as the local hotel and the local authority........
- Official Description (provided by the hotel):
- Ensconced among the winding labyrinth of narrow roads found at the heart of Seville’s old quarter, modern style and classic tradition converge in the hotel Las Casas de la Judería. History fills the air in this magnificent Old World style establishment with a superb architectural style which harmoniously reflects the authentic feel of the serpentine neighbourhood that surrounds it. The vibrant colours that dress the hotel’s interiors and the friendly service provided by the affable staff fantastically mirror the true character of Andalusia. • Formed by an ensemble of traditional Andalusian-style houses, Las Casas de la Judería is characterised by its charming central courtyards dominated by a set of gorgeous fountains. The hotel presents an array of services for your enjoyment, such as live music in the animated piano bar, and a full sized outdoor pool, the perfect place to lie back in and enjoy the sunny climate of southern Spain. Breakfast in the hotel’s “Mirror Hall” helps get the day off to a pleasant start, while a dinner IN EMPORION RESTAURANT elaborated with the finest Mediterranean ingredients is the perfect ending. Add all this to the excellent meeting rooms the hotel offers, and you have the makings for a hotel that is ideal for not only for vacationers, but for business travellers as well. • Located in the heart of Seville, the hotel Las Casas de la Judería offers superbly convenient access to some of the most symbolic attractions in Spain. You will find a vast gamma of the city’s most important monuments within one kilometre of the hotel, such as The Giralda bell tower of the Cathedral, or the Royal Alcázar of Seville, an impressive Moorish-style palace. ... more less
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- Also Known As:
- Las Casas De La Juderia Hotel Seville