2/10 Poor
Feb 8, 2025
Poor customer service
We woke on the 24th of January to be told that our flight that day had been cancelled due to Storm Eowyn. We immediately tried to contact the hotel with no success. We then decided to contact Hotels.com who were very understanding of the situation and contacted the hotel on out behalf to see if we could move the booking by a week due to this unforeseen weather cancellation. Sadly the hotel refused to move the booking as it was booked as a “non refundable” booking. Having checked the hotels T+Cs even if we’d paid the supplement to book a room that had free cancellation this was only applicable till 24 hours before arrival so we would have still been out with the terms of that agreement and would have likely been denied a move/refund since our flight was cancelled at 6am on the morning on arrival. Under the circumstances this is a sign of poor customer service and we won’t be using the hotel for any of our future travels to Seville.
Morag
Morag, 2-night trip
Verified Hotels.com guest review
