Mercer Plaza Sevilla 5 GL

The valet lost our BMW key inside the car. Instead of calling BMW assistance, staff tried to fix it themselves with kitchen tools, opening the car’s side panel without my permission and exposing sensitive electronic components. It’s hard to believe a hotel calling itself luxury would handle things this way. I’m pregnant, and after their mistake I was sent back and forth to the parking area for almost four hours. We were offered no real compensation: no upgrade, complimentary stay, or dining, only free breakfast, which felt almost insulting given what happened. Now we have to spend several days at a BMW dealership next week repairing damage caused by the staff. They created the problem and left us to deal with it. The hotel’s other problems were bad too. They forgot our towels, the room phone didn’t work, the AC was out, and the service was careless and nowhere near five-star standards. Management was just as disappointing. The General Manager promised to come but never showed up, and we got no timely written confirmation that they would cover the repair costs their team caused. This was one of the worst hotel experiences we’ve ever had. Sevilla has plenty of lovely, well-run five-star hotels, and this one isn’t among them. It’s shockingly unprofessional and not worthy of its rating. Avoid it.

Patricia, the General Manager, was the real star. She handled a sensitive matter with poise and professionalism, and Ignacio and the rest of the lobby team were outstanding too. The hotel is beautifully finished to a very high standard, right in Seville’s central plaza near the attractions. We enjoyed two very good meals at the restaurant, and the rooftop bar and small pool were wonderful. Highly recommend, 5/5.

Our train was officially canceled because of a major crash in southern Spain that caused widespread cancellations and loss of life. We only learned this after the hotel’s cancellation deadline had passed, so we couldn’t reach Seville for our planned stay. We contacted the hotel right away, explained that this was a tragic and unforeseen event completely outside our control, and asked for some flexibility. They refused any extension, credit, or partial refund. What disappointed me most was the lack of empathy or goodwill in such an extraordinary situation. We weren’t asking for a change just for convenience, our trains had been canceled. We would otherwise have been happy to stay and understand that policies exist. But the way a hotel responds in exceptional circumstances says a lot. After this, we won’t consider staying there in future.

The staff and service were easily the best part of our stay. The location was perfect, and the facilities and stylish rooms were great too. A wonderful five-star hotel with five-star service. Thank you for making everything so perfect. Rosie and Hugh.