Exe Isla Cartuja

It has everything I look for in a hotel: spacious rooms for three adults, accessible for people with reduced mobility, and where the three of us—my wife, son, and myself—can sleep.

It was awful. It all started when I paid for my room in advance in July, a reservation for November 15th to see an Anuel concert. Since I was a member of the EUROSTARS hotel group, I paid in advance. Unfortunately, the concert was canceled due to a yellow alert for heavy rain and flooding in Seville. So I called the hotel asking to change the date or receive a voucher or something, since the room cost €372.66, which I wasn't going to lose, and I couldn't go given the weather conditions; it would have been risky to drive. They refused. Then I called EUROSTARS hotel customer service more than four times. Each time they gave me the email address of a different person in charge, but no one replied to my emails. And at the Hotel Exe Cartuja Sevilla, they simply told me that if I didn't go, I would lose the entire amount. They didn't care that I was a member of their chain or anything like that. In short, we went in the pouring rain to avoid losing so much money. You couldn't even see the road, and there was no concert or reason for the trip. The room was basic, the bathroom outdated, and there was hardly any staff at the hotel—it's definitely not a 4-star establishment. It was difficult to find the location on Google Maps because they had fenced off the perimeter of the hotel due to the canceled concert, and it was almost impossible to get to the entrance, even though it was raining cats and dogs and there were pools of water all around the hotel. I will never book a hotel from this chain again, with this policy and lack of flexibility. They treat their members poorly.

Several months ago, we made a reservation for November 15, 2025, to attend an event. I called on Wednesday the 12th to ask if, in the event of cancellation due to a weather alert, I could modify or cancel the reservation. I was told there were no options. Finally, this morning, the 14th, the event was canceled due to a rain alert, which means I can't leave my region either. I've lost all the money, and they haven't offered me any alternatives. Not even a hotel closer to home that same weekend, or even another weekend, even if it's in a different location but with the same hotel chain. I'm disappointed with their unhelpful approach, since they're keeping the money and it's not my fault I can't attend.