Hotel Alfonso XIII, a Luxury Collection Hotel, Seville — Hotel in 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, my agent. Then, he said he will reach out to me the next morning, however, that still didn’t happen. I emailed my agent 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.

It is also very interesting to note that the hotel only replies on reviews with 5 stars and will not interact with 1-2 star reviews. This should give all prospective visitors a red flag on the hotel’s likelihood to solve your problem,...

The biggest disappointment of the stay is how the problem was handled by your front desk manager.||||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, 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 FOM 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...

We reserved connecting rooms for our family of 5 to be together. I opted not to use points because I was unable to secure connecting rooms with point rooms. I was given a long list of rooms that could possibly connect. However, when we arrived, we were given rooms that were not connecting and not near each other despite our request. I was told they could move us the next day, but there was no follow up the next day. I would have used points to pay for the rooms if I knew that it would be impossible to get connecting rooms. For such a large list of connecting possibilities, it is disappointing that Hotel Alfonso did not make an effort to fulfill our request, especially because we paid an exorbitant amount per night. When we arrived in our Premium suite, the sink was leaking. We had to leave for a previously scheduled event. When we returned after dinner, the sink was still leaking out of the faucet. We turned the sink on and it made a very loud banging sound. I called the front desk to inform. While on the phone, my husband was able to tighten the plumbing under the sink to stop the noise. We both took a shower. At 12:30pm, I then I turned the second sink on to brush my teeth and the other sink started to bang even louder this time. I called the front desk and had to request they send someone from maintenance immediately despite them offering to send someone the next morning. The maintenance guy came and was able to disconnect the plumbing in the sink and said he would come back at 10:00am the next morning. Because of this problem, we did not get to bed until 1:30am and had to wake up early the next morning, resulting in a great lack of sleep. I had to ask the front desk at 10:45am the next morning to remind them to send the maintenance guy. When we returned later that afternoon, the sink was repaired. The front desk did not offer any bit of a concession except "I'm sorry." Marriott should have provided some type of concession for the inconvenience and disruption for the amount of money we paid for the room. Other small problems during our stay I would normally overlook included hair in the tub upon arrival, a broken automated shade that would not close (maintenance repaired that the next day), and the lack of water bottle replenished despite multiple requests. The breakfast buffet is very ordinary and not fresh…nothing to write home about. We are very disappointed in our stay at the Hotel Alfonso XIII. I would not recommend this hotel to anyone despite my previous loyalty to Bonvoy Marriott Hotel Collections. I hope to return to Seville in the future, but will NOT stay at this hotel. Again, very disappointing stay at this hotel and not...