Paseo San Raimundo, 15, Laguardia, Basque Country, Spain
"We were extremely unhappy with the service. The hotel advertied spa facilities and it was the main reason why we booked it, choosingit instead of other hotels in the region. Once we arrived, we were told that the spa and indoor pool was closed, and we were not informed of this beforehand. They insisted the info was in the website of the hotel (which indeed it was, but not on the booking website, and definitely not when we booked it. So it means that after we book it on Booking.com we need to be checking everyday the website of the hotel? Can´t the hotel send any emails to the customers who booked it to inform about any problems in the services provided? Considering it is a 4 star hotel, that would be expected!). We ended up not booking visits in other wineries because we wanted to enjoy some time on the spa, and we ended up not being able to book on a short notice - and doing nothing in the end. Ok, I get that the pool facilities could be broken and this kind of things do happen, but I was appalled by how the staff dealt with the problem: we were told that "we should have booked the spa in advance" (I wonder why, as I wouldn´t be able to enjoy it anyway and it would only add to my frustration for paying a service that it is not being provided) and that "in winter people don´t use the pool, and it is the low season" (we were there on a hot day in early October, at the peak of the harvest season which, I imagine, is the high season for any wine region!). I was surprised in seeing how the staff at the hotel was so unprepared to provide a professional service. The hotel is quite expensive, which would be fair enough considering the services it provides. Unfortunately for us, without the outdoor and indoor pool and all the spa facilities closed, Sercotel was not more than a expensive bed and breakfast - and for that price and service, we could have stayed in another hotel..."
"Located just outside the village (approximately 1,000 metres) this is a great hotel but you will need a car or have to pay for taxis, which are not found in the village and come from the nearby town of Logroño. Not a hotel for anyone that cannot walk far unless you just want to stay in the hotel. Lovely clean bedrooms, airy and bright, with lots of space. Let down a bit by the bathroom which needed a good overhaul to bring to the standard of the room. Everything worked and the shower was incredibly good but the general standard was a bit tatty with chips out of the enamel, veneer flaking off the door and tatty iron fittings. An excellent restaurant and fantastic range of wines. Great helpful and friendly staff in all areas. Sadly though the much advertised "Wine Oil Spa" was not working throughout our stay and disappointed us."
"One of the main reason we booked this hotel was it had ample parking, but was still within walking distance of the village, and this proved really useful with our large rental car. The rooms are a bit tired and dated, and it was the kind of twin room which definitely would be a struggle to turn into a double given the large piece of furniture between the beds. The views from our room are fantastic, across the mountains, with a bodega in the near distance. Given the temperature was still warm I had hoped to maybe use one of the pools, but the outside pool closes mid-September, and the indoor was closed for repairs. There is a lovely sun terrace outside of the main restaurant / bar, but the sun covers were not open when we stayed and it was too hot to sit there directly – equally the patio/French doors seem to be closed most of the time, so getting a drink from the bar to the terrace was more complicated than it needed to be. It did feel like we were there out of season, but in the evening the car park was full? It felt like these sort of minor issues lost some of the charm of the location."