Hotel Alfonso XIII, a Luxury Collection Hotel, Seville

The biggest disappointment of the stay is how the problem was handled by your front desk manager, Christian Medina. When I tried to check into the hotel on 21/Apr at 6:30pm, only one room was available and I was told by your front desk staff that second room will be available in 10 minutes and third room in 30 minutes. However, after 30 minutes, at 7:00pm, only one was availably and the third room was not ready until 7:45pm. I asked to speak to the manager on duty, however, he never came out to speak to me and never reached out to speak to me until I made my complaint to AMEX Centurion, my agent. Then, he said he will reach out to me the next morning, however, that still didn’t happen. I emailed Centurion again to let them know what’s going on at this “best in Seville” hotel and this hotel should not be part of their “Fine Hotel & Resort” program. The front desk manager finally, I believe reluctantly, reached out to me after my second night at the hotel via a phone call. He was apologetic and tried to settle this problem with €300 hotel spending credits and 20,000 BonVoy points. This is absolutely useless to me as I did not plan to eat at the hotel or use their spa services. On the day of my check out, Christian reached out to me to have a face to face talk on the issue. We left when he said he would get in touch with his manager and see if they can offer rate compensation for my check in problems and get in touch with my agent. However, when I spoke to my agent 2 days later, they said “I would like to let you know the hotel didn’t proactive to contact me after your check out for the resolution. Even I talked to the FOM/Christian, he is not helpful as well. I have further escalated the case to their management and pending their response!” As you can see, the hotel is definitely not in par with elite hotels around the world. I told Christian, problems always arises, it’s how you deal with the problems that set you apart from the rest of the industry. Hotel claim to have offered me a different room at the time of my check in, however, that was NOT the case. They offered the option to switch to a different room when I went downstairs again at 7:30pm when the third room was still not available. Housekeeping is a joke at this “best in Seville” hotel. My check in problem was due to housekeeping and their turndown service was a complete disaster as well, first day, nothing was correct. The hotel next to bed was missing, trash can was left in the middle of the room, water was not place on the nightstand. One of the rooms even had a piece of trash that doesn’t belong to the occupants in the middle of the room. Also, the second day’s housekeeping was ridiculous as well. We left the room to have a tour in the city and lunch at 10am, then returned back to the room at 4pm and they were still cleaning the room! There should be an itemized checklist on what housekeeping staff needs to do everyday. This was definitely not the case for this hotel. This is, quite honestly, one of the WORSE hotel experiences I had. It’s not because of the late check in, housekeeping problems. It’s the handling of the situation. When I stay at other properties, occasionally, there are problems, however, the manager always did they absolute best to settle the problem asap and makes sure you leave the hotel in a positive state of mind. However, this hotel did not.

A beautiful hotel all the way around. Prime location, gorgeous room and extremely comfortable bedding! Very friendly and gracious staff. Excellent restaurant within for buffet breakfast and gourmet dinner. Would definitely stay there again!

We have been staying at this hotel for 3 nights and have 2 more nights to go. This is architecturally fantastic hotel at a great location. Picture perfect but that is it. We noticed that the staff were a bit confused in terms of what actually is going on at the hotel and what the policies are. When we arrived at 16:30, well past our check-in time we were told that our room wasn’t ready and offered to wait at the cafe and have complementary drinks which took some time to arrive. We were told about a tour of the hotel at a certain hour but it kept being postponed. Giovanni was a helpful customer service representative. Breakfast was a disappointment because the selection and quality isn’t good, especially if you want to eat healthy. Food quality is also not good. I ordered Torrija at the cafe and it was the second worst I had during our trip. Torrija and the two little things next to it were stale. As if stale bread was just dunked in syrup. Yes I know that it is made with stale bread but it would be dipped in milk and covered with eggs and then fried and honey would be dripped on it. This ones was like bought from a cheap stall. To be honest I bought one from a stall that tasted fantastic. The snack bar was also not good. We had to wait 30 minutes to get our orders taken. Anchovies came in a tin with 4 tiny stale, crisp bread. Shocking!! Pay so much to get such bad quality doesn’t suit this hotel. First day we had 4 bottles of water in the room and it said to be complementary. We stay at 5 star hotels all around the world and get complimentary water every day, especially in hot countries. Next day there was no water, dirty cups and glasses were not cleaned. In the cart there was one cheap bag of 4 types of tea and they were not replenished either. If you and your spouse want to drink the same flavour of tea forget it. I called the reception and explained. Some time later a lady appeared at the door. I explained her that I want clean tea cups, water glasses and 4 bags of mint tea next morning. I also wrote this as note and showed it to her. She brought me a pot of hot water, cups and 4 bags a few minutes later. Clearly a communication issue at this hotel. We asked if the restaurant was open all day because we eat early dinner and were told “yes”. Next evening we came down to find out that the restaurant opened at 19:30 for dinner. Bathroom amenities were not replenished after we used some of them. I told the reception about this and the water issue again just to find out that extra toothpaste and mouth wash was left in the bathroom while I needed vanity kit. Dirty cups and glasses were not cleared again. I had to put them all together in one corner to be taken away. There more to this but I am not going to go on about it. When I asked the reception whether we get 2 bottles of complimentary water each day, 2 of the staff said “yes”, one came a bit later and said that we have to pay for water after the first day. Then another staff came and said that we are entitled to 2 bottles of complimentary water everyday. Staff don’t know what they are doing. They are nice and friendly but don’t give confidence to customers. Chocolate and turn down service is also hot and miss. Some customer mentioned that there is snack every day but we only got chocolate orange last night . I am furious because we pay so much to stay at this hotel and this shouldn’t be the service we are getting. It looks like this is an empty shell.

We just spent a week in Sevilla at the Alfonso XIII in which we used the location as a base to tour Granada, Cordoba and the beautiful city itself. Our time was somewhat unique compared to other travellers to Sevilla in that it rained all but one day in a city that traditionally experiences 300+ sunny days a year. It essentially rained all of the month of March. We still had a great experience at the Alfonso XIII. Given the rain, we were more hunkered down at the hotel than we would have ordinarily been. The hotel was lovely, all of the staff at the bar and restaurants were attentive and professional (shout out to Fatima at bar) and the concierge services were very professional. Antonio Morilla, the head concierge, assisted us in dealing with problems we had with our return flights to Rome as well as assisting us with our plans while in town. We felt very taken care of while there. I would surely return on any trip to Sevilla. Bob Raicht

We had a very bad service for a luxury hotel with such high price. People are not nice, not professional and not welcoming. Not a luxury welcome, no help for the luggage, only trainers at the reception who don’t speak English and the managers stay at their desk without even saying high. They gave us a bad room whilst a booked a deluxe suite