This hotel was booked on a non/refundable basis through hotels.com prior to the current pandemic. Although the borders were open in July, our flights to Seville were cancelled and there were no others available for those dates. The level of customer service in this situation has been absolutely appalling, here you can see the official and only response given from the hotel
"Dear Guest, We inform you that the Spanish Government has reached an agreement with the rest of the countries in the Schengen area to open their borders from June 22nd. Therefore the borders will be open from that date and we can not cancel or change your reservation without penalty. We are very sorry but we can't do nothing else. K.rgds The Zenit Sevilla Hotel Team"
Of course they could do something else, they could have offered a refund or at least a credit note which we requested and would have settled for. Instead we were steadfastly ignored by the hotel despite several further emails and also had zero response from mails sent to the Zenit group head office. With all other companies trying to help people in these difficult times for all of us, this attitude has been disgusting and unethical, basically the Hotel has profited by taking full payment for no service or any alternative offer due to their clients being unable to come due to the Covid crisis....I hope this deters you from booking either this hotel or any other that is part of the Zenit group