General questions

Sercotel is a hotel chain with urban accommodations in destinations throughout Spain and Andorra. We want our customers to not worry about the little things of daily life when staying at our hotels, so they can focus on bringing out the best version of themselves.  

Sercotel has 3 and 4-star hotels, and apartments, in top-level cities such as Madrid, Barcelona, Bilbao, Valencia, San Sebastián, or Gran Canaria. All in excellent locations so that guests can enjoy everything a city has to offer. We support them in everything they need so that trips are an opportunity to explore, discover, and have fun, whether with family, friends, as a couple, or alone.

You can make your reservation easily:

- On our official website, selecting the hotel, the dates, the number of people who will be staying, and the room type.
- Contacting the hotel directly, by phone or email.

By booking on our website you will always have the most up-to-date information about hotel availability and services.

You can find detailed information about each Sercotel hotel on its individual page within our website. There you will see:

- Address, phone number, and directions
- Photos and description of facilities
- Available services
- Room types and amenities
- Booking and cancellation policies

This way you will have everything you need to plan your stay.

Sercotel hotels offer a variety of services designed for your comfort and well-being, which may vary depending on the establishment. Among the most common you will find:

- Free Wifi
- 24-hour reception
- Buffet or à la carte breakfast
- Swimming pool (in some hotels)
- Meeting and event rooms
- Gym and wellness areas (in some hotels)
- Parking
- Laundry service
- Room service
- Accessibility for people with reduced mobility

On the page of each hotel on our website, you can check the specific services offered by each establishment.

Some Sercotel hotels allow pets, although not all. Traveling with your pet depends on each establishment and its policies.
To check, we recommend consulting the hotel page on our website or contacting the hotel directly before booking. This way you can confirm the conditions, possible surcharges, and requirements.
Additionally, hotels that accept pets have a pet friendly kit, which includes a bed and other items designed for their comfort.

Yes. Many Sercotel hotels have facilities adapted for people with reduced mobility, including access, rooms, and services designed to offer comfort and safety.

To learn about the specific adaptations of each hotel, check the hotel's page on our website or contact the establishment before your arrival. This way, you can confirm that it meets your needs.

Yes. Many Sercotel hotels have parking for greater convenience during your stay.

Availability, location (private or contracted parking), and possible costs may vary depending on the hotel, so we recommend checking the hotel's profile on our website or contacting the hotel directly to get all the details before your arrival.

To find out if a Sercotel hotel offers airport shuttle service, check the hotel's page on our website, where it indicates if this service is available and under what conditions.

You can also call or write directly to the hotel to confirm schedules, rates, and shuttle reservations before your trip.

Yes. Sercotel has a loyalty program designed to reward your stays with exclusive benefits and advantages.

You can find all the information about how the program works, how to register, and the benefits it offers in the corresponding section of our website or by contacting our customer service team. They will explain how to start accumulating points and enjoy rewards on your next bookings.

Yes. At many Sercotel hotels you can organize events, meetings, and professional or social gatherings.

Our spaces are prepared to adapt to different needs, with rooms of various sizes, audiovisual equipment, and catering services depending on the hotel. For more details about capacities, availability, and service options, check the hotel’s profile on our website or contact the hotel directly.

If you have a problem with your reservation at a Sercotel hotel, you can ask for help in these ways:

- By contacting directly the hotel where you made the reservation.
- By writing or calling the Sercotel customer service.

We will be happy to help you resolve any questions or issues related to your stay.

You can request the deletion of your personal data by exercising your data protection rights through Sercotel's official channels.

You will find all the necessary information and contact methods in our Privacy Policy, available on the website. From there, you can submit your request to be processed in accordance with current data protection regulations.

Yes. Booking through the Sercotel website is completely safe. We use protected payment systems and security protocols that guarantee the confidentiality of your personal and banking data.

In addition, our website complies with current data protection regulations, so you can book with peace of mind and confidence.

Booking directly with Sercotel offers clear advantages for your stay:

- Better real-time information on availability and rates.
- Access to promotions and special conditions that are only available on the official website.
- Easier management of changes or special requests with the hotel.
- Direct support if you need help before or during your stay.

This way you can plan your trip with more control and fewer intermediaries.

You can cancel or modify a reservation made on the Sercotel website quickly and easily:

Access the management link you received in the confirmation email of your reservation.

Follow the instructions to change dates, room type, or cancel the reservation, according to the conditions of the rate you chose.

If you need help, you can contact the hotel or our customer service team.

Keep in mind that cancellation or modification conditions may vary depending on the rate and the hotel, and fees may apply if the deadline is not respected. We recommend always checking your reservation conditions before making any changes.

The cancellation conditions depend on the selected rate, the hotel, and the dates of your stay.
You can check them in:

- The confirmation email of your reservation.
- The details of the reservation on the website, before finalizing it.

We recommend always reviewing these conditions, as some rates allow free cancellation until a certain date and others may be non-refundable.

When making a reservation at Sercotel you can pay with the usual and secure methods, such as:

- Credit or debit card (Visa, MasterCard, etc.)
- Other available payment methods.

The reservation confirmation will clearly show the method used and any payment-related details.

The charge for the reservation depends on the chosen rate and the hotel's conditions.

- For some rates, the amount is charged at the time of booking.
- For others, payment is made upon arrival or during the stay at the hotel.
- A card may also be requested as a guarantee, without immediate charge.

You can check when the charge will be made in the booking details before confirming it and in the confirmation email you will receive after booking.

Yes. After completing your booking, you will receive a confirmation email with all the details of your stay: dates, hotel, room type, conditions, and reservation number.

If you do not find it, please check your spam folder or contact the hotel or our customer service team so they can assist you.

If you have not received the confirmation email, we recommend:

- Checking your junk or spam folder.
- Verifying that the email address entered when making the reservation is correct.
- Contacting the hotel or our customer service team, who can resend the confirmation and help you verify your reservation.

Yes. You can make a reservation for someone else by providing their accommodation details (first and last name) when booking.

Make sure to enter the guest's information correctly to avoid confusion, and also check the reservation and payment conditions before confirming it. If you have any doubts, you can contact the hotel directly.

You can request the invoice for your stay directly at the hotel, at the time of check-out or by contacting the establishment once your stay has ended.

If you need the invoice to include specific tax details, we recommend providing them to the hotel in advance so they can prepare it correctly.

If you notice an error in your booking information, we recommend contacting the hotel or our customer service team as soon as possible.

They will be able to help you review and correct the information, always in accordance with the terms of the contracted rate. You can also check if it is possible to make changes from the management link included in the confirmation email.

Yes. You can book multiple rooms in a single reservation through our website by selecting the number of rooms and guests during the booking process.

If you need a large number of rooms or have a special request, we recommend contacting our groups team.

If the hotel has no availability for the dates you are looking for, we recommend:

- Trying other dates, if you have flexibility in your trip.
- Checking other nearby Sercotel hotels, as we have hotels in many destinations in Spain and Andorra.- 
- Contacting the hotel directly, in case there is an alternative or punctual availability.

This way you can find the option that best fits your travel plan.

To use a discount code at Sercotel, follow these steps:

- Access our official website and select destination, dates, and hotel.
- In the booking bar, enter the discount code.
- Check that the discount has been applied correctly before confirming.

Please note that codes may be subject to specific conditions, such as dates, hotels, or rate types. These conditions will be indicated alongside the code itself.

Sercotel Rewards is Sercotel's loyalty program. By registering, you can enjoy exclusive advantages, such as discounts, special benefits, and access to promotions designed only for members.

You can find out how it works, how to register, and all its benefits in the Sercotel Rewards section of our website.

At Sercotel hotels you can organize a wide variety of celebrations and events, such as:

- Birthdays
- Anniversaries
- Family gatherings or special meals
- Company celebrations or corporate events
- Banquets and small weddings (depending on the hotel and its available spaces)

The spaces and services may vary depending on the establishment, so we recommend checking the hotel's profile on our website or contacting the hotel directly to learn about options, capacity, and available catering services.

A booking is considered a group booking when 5 or more rooms are reserved for the same dates and at the same hotel.

Yes, group bookings may be subject to special conditions and additional charges. This applies to both long stays and bookings of 5 or more rooms.

We recommend using the contact form, where you will find the request form for this type of booking. Alternatively, you can contact our reservations team directly to coordinate your booking.

If you want to send us a complaint about your stay, you can do so through our official channels:

- Contact the hotel directly, so they can manage the issue more quickly.

- Use the customer service channels indicated on our website.

- Check the Contact or Customer Service section, where you will find the forms and necessary information.

Our team will review your case and respond as soon as possible.

If you want to request a refund of expenses or make another type of claim, you can do so through Sercotel's customer service channels.

We recommend:

- Contacting the hotel directly, providing the necessary information and documentation.
- Using the forms or contact details available on our website, in the Customer Service section.

Our team will review your request and respond according to the established procedures.