Hotel Sercotel Ciutat d'Alcoi

The hotel felt soulless, and our “suite” looked out over construction and debris. In the living area, the tables were badly scratched and water damaged. The toiletries were poor quality, with shampoo that was like water. Several breakfast items that were meant to be hot were almost chilled, not just a little cold.

I've never seen this level of indifference in all my travels. The rooms were dirty, and there seemed to be no cleaning standards at all. The cloth used on the table was also used on the chair, with no disinfectant spray. The heating ventilation stopped after two minutes. The room was over three metres high on the second floor, so with 12 degrees outside it was very cold inside. There was old wallpaper stuck on the walls, and the hallways were dark, brown, and grey, as if the place were trying to hide the dirt. An incredibly low standard, unacceptable even at €10 a night.

We loved our stay. The room was great, the staff were wonderful, and the restaurant looked beautiful. Service there was fantastic, and breakfast was great too. A bar area where guests could relax might be nice, but we'd happily stay again.

The WiFi in my room barely worked, so I couldn't get any work done. The windows were large, but the curtains did almost nothing: daylight came in every morning and streetlights kept the room bright all night. If you need a reliable connection, work late, or like to sleep in, this place won't suit you. The breakfast policy was the worst part. I paid an extra €12 per person per day so I could get breakfast at the hotel, because my wife was recovering from surgery and could barely walk or sit up. I planned to bring her a plate in bed. After I explained that, the manager, with a cold, painted-on corporate smile, said no food could leave the dining area. The only thing they offered was “a piece of fruit.” I asked for a refund for the breakfast, but they said it was “impossible.” I work in restaurants, and I know the margin on a €12 breakfast must be high, especially since the food was below basic quality for Spain. They wouldn't refund me or offer any accommodation or compassion. Being offered only a piece of fruit felt insulting. It seemed clear they could make an exception but chose not to. The manager didn't try to sympathize. She defended the rule, first telling me I wasn't from there and that this was “normal.” That didn't feel welcoming, especially when almost all their guests are from elsewhere. Then she said guests try to steal food and hoard it like cartoon misers. I told her I wasn't trying to steal anything, I just wanted to feed my recovering wife. When I described how stressful it was, she laughed and nodded. The service felt indifferent to people's circumstances, and at times downright cruel, as if they were hiding behind money-saving rules. I was left wondering whether that attitude came from corporate, which must see guests as potential thieves, or from staff who seemed to enjoy saying no. I expect they'll respond with the same canned line they use on every bad review: “We are sorry and we will try to do better next time.” No need. My family, my business, and I will never book with Sercotel again. I doubt most of the other one-star reviewers will either. They blew it for this hotel and for the whole chain.