Sercotel Puerto de la Luz

The style and facilities of this hotel is very similar to the type you find in every town and city. It's similarity reminded me of an Ibis hotel. The 3* is a fair description. The development is split into two, located at a junction on the same street. We stayed at the property without the restaurant on site. It has a large, well equipped gym in the basement. We stayed on the 7th floor in room 706. We had a king size bed. Overall, it was fairly spacious and generally clean, with no real issues. Staff at reception were friendly and informative, as were the restaurant team. This will make you laugh. My main complaint, was the noise created by 2 metal drain covers down on the cross road on the main street below. Every time a vehicle ran over them, a loud clunking noise echoed throughout the area and into the room, spoiling my sleep every night. I did mention this to reception, but was all in vain, as they couldn't figure out who to notify. Also, the view from the room looking out onto the street, is tainted by the ugliest, run down looking building opposite, that you ever could see, which is a shame as other viewpoints are nicer.

Very unsafe and disappointing experience at Hotel Puerto de La Luz by Pierre and Vacances

I had a very unpleasant experience during my first two nights at this hotel. During both nights, there was a violent argument in the room next to mine that escalated into physical assault and eventually involved the police. I was traveling alone as a young woman and felt extremely unsafe in this situation.

I was aware that a carnival was taking place in the area, and I fully expected noise from celebrations and festivities. That did not bother me. What disturbed me was the violent situation happening in the room next to mine for two nights in a row.

In the middle of the night, around 4–5 AM, I contacted lastminute.com and requested to be relocated to another accommodation because I did not feel safe. A few hours later, around 8 AM, I received a response saying the compensation would be free breakfast, something that was already included, as I had booked an all-inclusive stay.

During the night, I heard the woman next door screaming for help. At one point she ran out into the hallway shouting something in Spanish before being dragged back into the room. Despite the hotel having cameras, the staff seemed completely unaware of what was happening. If I had not contacted reception myself, I doubt they would have known about the situation at all.

The following day I spoke with reception and asked to be moved to another room. Due to the carnival, there were no available rooms. I was told that the couple had been removed from the hotel and would not be allowed to return, and that the hotel would come back to me with compensation.

After two sleepless nights, I was extremely dissatisfied. The only compensation the hotel eventually offered was a late check-out of two hours.

Unfortunately, I cannot recommend this hotel if you value safety, good service, and a hotel that takes responsibility when serious incidents occur on their property.