Sercotel Puerta de la Catedral

We were extremely disappointed with our most recent stay attempt at this hotel, especially given that we were returning guests. We had stayed here previously during the summer and had a pleasant experience, which is why I booked again six months in advance at a good early rate. Unfortunately, I later realized that the booking was for two people, as only two of us had stayed previously. This time, we were traveling with our child. Upon arrival, Alberto at the front desk immediately questioned us about the reservation and the number of guests and stated that we would need to pay an additional €25 for a third person. We had no issue paying this extra charge at all, as long as it came with appropriate accommodation, such as a larger bed or a proper third bed. Instead, we were shown a room that was significantly smaller than the one we had stayed in before, with two small twin beds and a cramped layout, nothing like our previous stay. We were told the third person would be accommodated by a “small sofa,” which did not justify the additional charge. At that point, due to the poor handling of the situation, lack of clarity, and the unsuitable room, we decided to cancel our reservation. Only after canceling did we discover further issues. I later checked the hotel’s website and saw that the room they had offered actually included a sofa bed, something that was never clearly explained to us at the front desk. Had this been communicated properly, the situation might have been handled very differently. When I returned to ask for clarification, another staff member, Marta, was even more dismissive and unprofessional. She insisted that Alberto had informed us about the sofa bed, despite not being present during our conversation. She then stated that the sofa bed was intended for an 11-year-old child, which raised further questions as to why the additional €25 charge was not waived or clearly explained in the first place. Marta also repeatedly pointed out that we had booked the room at a “fairly cheaper price,” which was inappropriate and confusing, especially since the rate was clearly advertised and booked well in advance. Her comments made it feel as though we were being penalized for securing a lower price during the year-end holiday period. Despite the misunderstanding having already been clarified, the hotel then attempted to sell us the same room at more than double the original price, reinforcing the impression that the situation was less about policy and more about charging extra. At no point did anyone attempt to de-escalate the situation or show appreciation for returning customers. The entire experience lacked professionalism, transparency, and basic courtesy. This hotel clearly does not value returning or loyal guests. I strongly recommend staying somewhere with front desk staff who are respectful, customer-focused, and genuinely care about the guest experience. Please note that the hotel's prime location may attract high-paying guests, but the way this was handled shows a willingness to lose loyal customers in the process. Fortunately, we were able to secure a better hotel with excellent and respectful staff and even more reasonably priced with a much better view even though we booked at the last minute.

I was so impressed with this hotel even before we arrived. I asked a number of questions re parking and had an immediate answer from their reception.|The hotel is beautiful - contained in an old building but modern and tastefully decorated inside .|We had an excellent room on the ground floor with a big bathroom and an extremely comfortable bed and there was loads of choice on hot and cold food at breakfast.|Unfortunately I had a bit of an issue opening the car park garage door - so we’ll worth listening to the receptionist’s instructions !!

We stayed in the hotel for two nights while visiting our daughter who was studying in Salamanca. The location was perfect and our balcony with views of the cathedral unmatched. We paid for the 10€ breakfast during check in and I can say without hesitation that it was the best breakfast we have had in a long time. The variety and quality of what was available was remarkable. We had just come from walking the Camino and this was a welcomed experience for us. The hotel shows some signs of how difficult it is to maintain a property like this, but we are not too picky about perfection. We have stayed in so many places and understand the complexities of managing staff and keeping a place in top shape. Nevertheless, the room was clean and the bed comfortable. I would recommend it!

Excellent hotel perfectly located in the centre of the old town. With easy access to all the main attractions. Secure underground car parking (21€ per day). Good sized rooms and excellent breakfast choice.

We were so pleased upon arriving at the hotel. First of all, having parking under the hotel was priceless. Inside the hotel was lovely. Spacious lobby, well decorated. Our room was on the fourth floor with a balcony overlooking the cathedral. That was so beautiful. The room was spacious, actually having a wall separating the bathroom from the bedroom. The bathroom was also well appointed and spacious. And best of all, was the location. To be right by the cathedral was special. We were able to go walking and return to the hotel to either use the restroom or rest. That was very convenient.

Truly wonderful hotel and the staff was great! We drove to Salamanca from Portugal and booked a parking spot at the hotel (€22) but getting to the parking garage was a bit of an ordeal. Put “Horno 7” in your gps and that should take you right to it. I would call the front desk when you are close so that the gate is open. It’s a small alley on a hill and a sharp right turn. When leaving the garage you’ll make a left again going up a hill out of the garage, make sure you swing right as far as you can before you start making that left. I put a nice long scratch in our new car getting out. 😳|Ok, back to the hotel and location which is right next to the Cathedral. We were celebrating our 14th anniversary, I mentioned that in the reservation and we had a room with a balcony and a view of the Cathedral!EVERYTHING is within EASY walking distance of the hotel.

Worst hotel experience of my life – and I travel frequently. First of all, when booking online the website added extra taxes even though the checkout price stated they were included. Their own confirmation email said “100% of the stay will be charged 3 days before arrival,” yet the hotel tried to take payment earlier, denying me the chance to update my bank details as I intended. I later paid in full with my new details, but they wrongly kept my old card details and used them to charge me yet again – a clear breach of data protection. Instead of cancelling the pending payment, they instead processed a refund which dragged on for over 2 weeks, and when the money finally arrived it was £16 short. Throughout this whole process, the reception staff were dismissive and arrogant. My concerns about delays were ignored, and although the head receptionist initially suggested they might offer some recompense, I was later told they had already done everything they should. No refund of the shortfall, no credit, no goodwill gesture. Even worse, I had to request an hoja de reclamaciones (official complaints form) four times before it was given to me – which I believe is against the guidance of the relevant Spanish consumer law. This was finally given to me late on our last night, giving me no chance to fill it in. The hotel itself is in desperate need of refurbishment. Despite paying for a “premium” room: - Lampshades and chairs were badly stained - Fridge top damaged - Outdoor furniture dirty and marked - Hairdryer faulty - Wooden floors scratched - Room not properly cleaned (debris under the bed) - Room service inconsistent (bottled water left one day, not the next) - Wallpaper in corridors peeling - Reception often didn’t answer calls from the room The only positive was the central location – everything else fell far below standard. I will never stay here again and strongly advise others to avoid it. I simply don't recognise the positive reviews I relied upon when initially booking a room at this hotel. I never need to complain about hotels - I've just left a 9/10 review for the Holiday Inn in Colchester (excellent service). I will update this review once I have heard from senior management at the chain, and if I have to take things further with el Departamento de Turismo de Salamanca and with la Agencia Española de Protección de Datos (AEPD).

Excellent hotel, very spacious room, and excellent breakfast. Prime position. The only downside was an exceptionally long wait to check out, with the receptionist running around and trying to sort out something, while saying 'just a moment please'. The 'moment' took 15 minutes.