Mercure San Sebastián Monte Igueldo 4 stars

Customer review rating (ALL Rating) 4.0/5 707 reviews

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Mercure San Sebastián Monte Igueldo - Image 1
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Mercure San Sebastián Monte Igueldo - Image 3
Mercure San Sebastián Monte Igueldo - Image 4
Paseo del Faro 134, HSS00345, 20008 SAN SEBASTIAN, Spain

Description

Hotel extras

  • Hotel certified ALLSAFE by SGS

  • 2 minutes from the city by cable car

  • The pool is open from July 1, 2022 until the end of September 2022

  • RESTAURANT EL TORREON - get to know authentic Basque cuisine

  • Free parking

Our accommodation(s)

Hotel location

Mercure San Sebastián Monte Igueldo

Paseo del Faro 134, HSS00345
20008 SAN SEBASTIAN
Spain

GPS:43.321766, -2.009642

Telephone
Fax +34 943 21 50 28

Access and transport

Hotel services

Check-in from - Check out up to

On site
  • Swimming pool
  • Car park
  • Pets not allowed
  • Restaurant
  • Wheelchair accessible
  • Fitness center
  • Wi-Fi
  • Air conditioning
  • Breakfast
  • Bar
  • Meeting rooms
  • 100% Non Smoking Property
  • Room service

Our guest reviews

Our guest reviews

100% genuine reviews from our guests

Find out more

ALL Rating  4.0/5  707 reviews

Customer review rating 1.0/5

Rachel A. Couples - Confirmed reviews ALL

We came to this hotel as part of our honeymoon, and safe to say this hotel was the worst part of our honeymoon. We arrived early, to a bespectacled receptionist who very flatly, without checking, told us it was "impossible" to check in before 3pm. For context, I'm an Accor Diamond member, where early check-ins are possible subject to availability. She was unpleasant with not a lick of hospitality, did not acknowledge us in any particular way, and cold at best. Definitely the worst reception at an Accor hotel I have received. After we managed to check in past 3pm, the same receptionist passed me two room key cards, both of which did not work when we tried to enter our room. I had to go down again to reception, not one, but two more times because the cards still did not work after the second try. Needless to say, you can imagine how annoyed we were at this point, with me having to go up and down multiple times to sort out the cards while my husband waited with our luggage outside the room door. Ensuring the room key cards were working was a very basic thing that should be nailed 100% of the time. I cannot even remember another hotel where I have faced this problem. To top it off, the bespectacled receptionist did not even apologize once throughout this experience. The room was decent, with a good view, but the insulation in the building was lacking - we could hear noise from other rooms like they were right in our ear. My husband shared that the cleanliness in the room was wanting, he found hairs in the bathrobes and in the sheets. When I was redeeming welcome drinks, I had to go back to reception (where I waited 20 minutes to be served, only one person ahead of me) to get physical coupons, instead of just using my digital coupons on the ALL app at the bar. Breakfast the next day was simple and like the rest of the hotel, seemed understaffed. The breakfast staff did seem like they were trying their best, but they were constantly running out of eggs, juice, cake, cured meats. Tables were left dirty for long periods of time, and no one received us when we came in to get our room number - we just walked straight in to quite a chaotic room. After we left, unfortunately I forgot my Kindle in the room. I called their hotline 5 times, first 3 times staying on the line for at least 10 minutes. The fourth time, a rude lady picked up the phone and just yelled at me and hung up. The fifth time, she picked up again and was still as rude, shouting at me on the line, saying she couldn't hear me, but she did help me locate the kindle and I came back to pick it up. I am glad I got the Kindle back, considering other reviews which shared guests who lost things and never got them back, or got back their wallets with the money emptied from them, but I was so appalled at the lack of customer service from their service staff. Even on the phone, surely there must be decorum and basic courtesy not to yell at guests? It is a pity because this hotel has the bones of a nice hotel (decent, large rooms, nice views, nice event spaces and lobby, when checking out, the ladies at the front desk were nice) but our stay was unfortunately so unpleasant that we look back on it like it in bemusement and shock.

Customer review rating 4.5/5

Serge C. Business - Confirmed reviews ALL

hotel style art deco superbe !! bravo

Customer review rating 0.5/5

Tony S. Couples - Confirmed reviews ALL

On arrival (2,30pm) was told room not available yet. Told to come back at 3pm when check in opened. Still no room available. When I asked what time the room was to be available, suddenly told they could check me in, Reception staff unsmiling and rude. No robes in the room. Walls paper thin, could hear everything from adjoining room and room above. No pool towells in room. Asked at reception. Told they would be sent to room immediately. Returned to room. Still no towells. Returned to reeption. Told rudely they had been delivered, so back to the room. Still no towells. Tried to ring reception and room service. phone out of order. Back to reception, back to room. This went on 4 times before towells finally delivered 45 minutes later. Dining room. Upon entering the restaurant I asked for table for 2. The waiter asked if I had a reservation. I didn't. His grunt suggested a problem. I asked sarcastically if the restaurent was full. Only one other couple were there for the entire evening. At end of meal I asked to charge it back to the room. Was told, again very rudely, that couldn't be done. This notwithstanding that the advertising blurb for the hotel raves about its wonderful restaurant. ButI was told I couldn't chnarge back to room as the restaurant was seperate. By this stage my wife and I were calling the hotel Fawlty Towers (but that 's being unkind to Fawlty Towers). But he worst thing about this hotel is the staff. They were unfailingly unsmiling and generally rude, Reception was understaffed and people were waiting up to 30 minutes to check in as only one staff member on duty. She spoke very little English so it made the whole experience somewhat od a disaster.

Customer review rating 4.5/5

Tracey B. Couples - Confirmed reviews ALL

The hotel was lovely and we really enjoyed relaxing in the lounge area overlooking the bay. We also had a beautiful view from our room. Our room was quite large and comfortable and we loved the balcony so we could sit outside and just take it all in

Customer review rating 1.0/5

Piotr M. Couples - Confirmed reviews ALL

The reception did not let me check-in before 15:00 and when I came at 15:09 the lady said the room is not ready. I had to call the manager and somehow the room was then ready in 3 mins. It was not a very nice experience

Other web-users rate our hotel

  • 654 reviews 8.2/10 Location
  • 1,327 reviews 6.9/10 Room
  • 794 reviews 5/10 Service
  • 41 reviews 2.1/10 WiFi
  • 381 reviews 4.7/10 Comfort
  • 367 reviews 4.6/10 Food
  • 365 reviews 6.2/10 Breakfast
  • 280 reviews 2.6/10 Value

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