Mercure San Sebastián Monte Igueldo 4 stars

I have stayed here several times before. It is a hotel I like but has recently been refurbished and is even better. Fantastic views. Good food. On this occasion my wife was ill and we were overwhelmed by the concern shown and the practical assistance from all staff - thank you!

I have stayed here before and I will stay again. However, this time I was very disappointed to find a used towel on the bidet , with obvious (faeces stains). I immediately took this to reception (folded of course!) and I would have expected an apology at some point but it was never mentioned. All that happened was another towel was left on my bed. I would like to say the front office desk were very pleasant and professional upon booking in and out and this is not a reflection on them.

Overall unfriendly & unwelcoming staff. Receptionist was obviously unhappy that another guest arrived to check-in, only demanding my ID and credit card and after a while explained that she needed a longer time to register me since I had only made my reservation the same evening. Found to my surprise that the only restaurant was closed (not mentioned on Hotel website!?) and only alternative was simple bar snack food. Unacceptable was the the heating in my assigned room # 432 was not working and the temperature was too cold. I contacted the reception and Mr. Oscar explained that I "was visiting the hotel during winter" hence it's cold; also since I “only reserved the same evening the hotel could not prepare my room properly”. I suggested that I find myself another hotel with a comfortable room temperature but Mr. Oscar insisted that my rate was prepaid hence no refund even if I only booked one hour before arrival. He explained no Duty Manager or the GM are available to discuss the problem. Mr. Oscar went to my room alone to switch on the Airconditioning system into a heating mode. This provided some hot air but also was too noisy. No duvet was supplied and the blanket in my room was not clean. Since I felt too cold all night I check-out at 5:10am and left a written note withe the receptionist for the GM to call me to receive feedback about my stay; but I never received any call from the Mercure.

A wonderful place to stay whilst experiencing the beauty of San Sébastien. The rooms - and the views - were great, the bar and the restaurant were fine, and the staff helpful and friendly.

We have always liked this hotel but it has now been radically upgraded. The rooms are excellent and comfortable. The public areas are redecorated and redesigned to a high standard. Some issues with service and attitude from the head waiter in the restaurant but overall highly recommended.

I booked a room with a sea view, on my second day I woke up with the room flooded. Instead of helping me straight away, they sent towels to dry the room (it was flooded, so it was useless). Then, after pressuring them again, they moved me to a poor room (not what I paid for and nobody offered any kind of help with my soaked things). I would highly recommend to avoid this hotel, it has a horrible service.

Stayed in a privilege room with bay view; the room was comfortable, hotel was at a top location. The staff were all helpful and respectful.

Same as last time: The check-in and check-out was easy and all personnel was very charming. I was a bit surprised though, that no room upgrade was possible - I was informed that I already booked the highest class but I know that you do have more spacious rooms than #321. Anyway, we sincerely enjoyed our stay with you and also the breakfast team did a great job. However, after 3 nights the selection/variety of the breakfast gets a bit boring. Plus, it would have been nice to have more warm/hot food (especially the vegetables and the patatas would taste way better if kept warm).

Lovely room with terrific view of the bay and town, friendly and helpful staff, wonderful food in the dining room. All in all a delightful stay.

I ordered and paid a room with a view on the bay but got one with a sea view. Trash was not cleaned but left with smelling cigarette ash. Did not get a welcome drink (usually I get one as a member).

excelent

Lindo hotel e lugar.

Great views. Easy access via funicular with easy connection to city bus. Excellent breakfast and food. Comfortable rooms. All round good place to stay in San sebastian . Helpful staff and good value for money.

This is a very stylish hotel -- Beautiful bar/ reception area -- very comfortable . Our room was spacious , bed comfortable , modern bathroom. The view from the hotel / our balcony over the bay of San Sebastian was amazing particularly at night with all the twinkling lights . The staff were very welcoming and helpful. We took the funicular railway , situated at the back of the hotel, down the mountain to the beautiful bay . There is a sort of funfair at the back of the hotel so do not know what this area would be like at the height of summer as we were there mid October. All in all I would recommend this hotel and would definitely return should we be in San Sebastian again.

We loved your hotel, with one big reservation: we felt that it was little understaffed. Those that were on duty were excellent; friendly, helpful, and obviously hard working, but we felt they were a little over-worked - especially the poor chap at the bar one night who seemed to be charged with putting together, & delivering (!) the room service orders at the same time as running the bar on his own.