Outstanding hotel, great location, great service, great pool, rooms amazing, new towels every day and bed made. The pool bar excellent staff and beds comfy amazing showers just an outstanding hotel. Stayed at a few Sercotels before but this one is the best so far. Thanks for an amazing 5 nights 🌙 ❤️ 💕
Had a great experience in Sercotel 611. Installations are in very good shape and we enjoyed the pool, gym, terrace and rooms. Quiet rooms, good AC. More importantly, the whole team made us feel very welcome, from reception, to maintenance, pool, bar. Lovely people all around. I was also lucky enough to enjoy the World Cup final there. What a moment. They let me check out late as well. Will return.
Overall the staff was very nice, i was attended very well from the staff in the breakfast area and at the reception too. The room was clean and spacious, same as the bathroom. There were the basic amenities except for the q-tips so remember to bring them.
I cannot review the property itself because I never stayed there. However, my experience with the booking process and customer service was one of the most frustrating experiences I have had and I have been travelling through Asia, Australia and Afrika… First, I want to be fair: the original booking mistake was mine. I accidentally selected a non-refundable option and realized it within minutes. I canceled almost immediately, more than two weeks before the scheduled stay, and politely requested that the property consider a full refund. What followed was extremely disappointing. I sent numerous messages through Airbnb and received no response. I then called the property’s customer service line and was given the hotel’s direct email address. I sent an email explaining the situation and again received- no response. After that, I contacted customer service once more and was told they would reach out to the hotel and ask them to respond. Again - no response Eventually, when I finally managed to speak with someone, I received information that appeared to conflict with what I had previously been told by Airbnb regarding the payment and refund process. They told me they didn’t take my money but when I called Airbnb they told me the host has it. TBH at this point I don’t even know what is happening there. I fully accept responsibility for my booking error. However, what I cannot accept is the complete lack of communication. A simple response, even if the refund request had been denied, would have been far more professional than being ignored repeatedly across multiple channels. Based solely on my customer service experience, I would not choose to book with this property again.
I would like to strongly express my dissatisfaction with this stay. The hotel had no air conditioning, which seriously affected the basic comfort and quality of the accommodation. I already made a complaint, but no effective action was taken. I was only told that the entire building had no electricity. Simply informing guests of the issue is not an acceptable response. The hotel should have provided a timely solution, alternative arrangements, or reasonable compensation. As a paying guest, I expected at least the most basic level of service and facilities. This experience has been extremely disappointing and has seriously damaged my trust in the hotel’s professionalism.
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