Dear Sirs,

First of all I want to thank you for choosing our hotel in Segovia and also thank you for the time you took to write your opinion about us in Trip Advisor.

As we can appreciate from your critic your stay in our hotel was not totally satisfactory and, therefore, we offer our sincere apologies. Nevertheless, after having made a comprehensive inquiry about your case, we would like to clarify some questions and details about your comment so that the readers have all necessary details to decide or not about choosing our hotel:

- Our hotel is located in the very centre of the historic town of Segovia. There is a get off place right opposite the entrance door of the hotel so that clients can park for a few minutes and leave their luggage. According to the receptionist who attended to you on your arrival it seems those places were occupied by other clients. Right on that moment the receptionist offered you to leave your suitcases in the hotel but you prefered not to do it and, therefore, you had to carry them all later all the way from where you parked to the hotel.

- It is right we don’t have our own parking in the hotel. Segovia is an old town, declared World Heritage and therefore deep excavations are not permitted in the very old town, especially in mediaeval buildings and this is our case. On the other hand, as we already explained to you by email the moment you made the reservation, we have different agreements with nearby garages and parkings for our clients. Among them there is a valet parking service. This service is offered to avoid exactly the difficulty of driving in a place like Segovia. We trully regret you didn’t opt for this service because you would have avoided all the parking problems.

- Apart from the valet parking service we have another agreement with the closest public parking. It is situated in 15, Fernandez Ladreda Avenue, exactly 500 metres on foot from our hotel just by walking through the main pedestrian street. This was the place you chose and the one that the receptionist explained to you on a map.

- According to your explanation when you arrive with your luggage, you didn’t park in the above mentioned parking, as they explained to you giving you a map, but you parked in a different parking much further that the one we indicated. For this reason your arrival at the hotel was much longer and unconfortable.

- Room number 102 which you mention meets all necessary requirements and dimensions required by the Castilla y León regional legislation. We regret nevertheless the room didn’t meet your expectations.

- Being a small hotel (of only 13 rooms) we don’t have the staff available in big hotels. Precisely, the day you stayed I was not in the hotel due to a bussiness trip, I apologize I couldn’t help you personally as I would have liked, and as we do when a client is interested in talking to the direction.

The hotel has been open for 4 months already, we are aware we still have countless things to polish up and improve. Therefore we are extremely grateful for your critic so that we can improve and take into account your comments.

Reiterating our apologies I am at your disposal for anything you may need.


Your sincerely,

Raúl Calvo Tejedor
Director Hotel Condes de Castilla