Mercure San Sebastián Monte Igueldo 4 stars

The view is amazing and the only thing that is great in this hotel. For the price the hotel is below average, the room was old, not very clean, the shower was very weak and no noise cancelling, I could hear what was going on in the rooms next to mine. The receptionist was very nice but the bar and restaurant personnel sounded kinda rude, we were ignored for a long time, very expensive food and drinks and no attention to customer... in general disappointed as this is not the cheapest hotel around..

Inoubliable

The hotel have a perfect location with stunning views. The staff is really efficient. However the room needs some refurbishing: the bathroom is quite outdated .

Stayed one night on our way to Galicia. Enjoyed the rooms (2x), dinner in the restaurant and breakfast on the balcony the next morning.

This Hotel has great potential. Premium location and view Architecture of common spaces and top roof pool However our experience with the service left us a sweet-sour taste. We arrived 10 minutes before checkin (14.00) and the room was not ready, so we asked how to get some food as we had never been there before. We were told to go to the restaurant at the end of the corridor. Which is a gastro where we spent 90 minutes (and euros) despite mentuoning we would like to Keep it quick and simple. We discovered later on we could have had lunch at the bar or at the pool : 2 alternatives much faster, cheaper: what we wanted. Why were they not offered to us upon arrival? Breakfast and covid : you have to book your turn and select from a paper everything you want from sugar to water to your omelet. Very tedious expérience that left us quite hungry and angry. Despite the giant ballroom we were in, only 2 tables were occupied during our 7.30am slot : but the waiter was very hard to catch. So we just gave up on asking what we wanted as begging for basics at breakfast is not our cup of tea. Also....remember the 30 minute slot we had ? It still cost us the full 22 € price per personne, very over rated. The next day we stayed in a close location in another accor hôtel and the buffet was a perfect experience. So...dont put everything on the covid. Then we had a late lunch at the bar, that was unplanned yet very pleasant. The young lady there took great care of us and we could enjoy the terrasse / food / pisco sour. Later on after diner we decided to hit the bar again, we wanted 2 pisco (admittedly the one we had earlier convinced us!) 1 small bottle of water for our 3-year-old and one plate of tapas. Tried to order that in my best spanish possible but finger food was not possible outside the high tables and bar stools. Problem : the area was packed already and i was not letting my 3 year old sit on a bar stool. So having tapas on the table we selected was not possible , we could "drink only". San Sébastian Being the city of tapas...this left me quite bemused. Then the pisco: i was served the wonderful lie that the cocktail master injured his leg so i could only get gin/tonic or spritz. For the price tag i expected some serious cocktails. He just grabbed the first bottle of gin, poured tonic and added ice. Im setback 36euros included a 30cl bottle of water In a city where this would cost 12 And with lots of contempt, no care for our daughter , and impossibility to get our tapas. Last point , not any arrangement to obtain a baby bed for the stay for the room we selected (bay view, the most expensive) So she Had to sleep with us. All in all, great potential to make it a good 4 star or a 5 star venue . If you strip this hotel from the location this is 3 star maximum, with a taste that french tourists can afford any prices and dont deserve proper service that come with these prices . As this hotel is isolated from the city, service is a must. If i want to enjoy that view again, i will drive to the top of the hill or take the funicular As for the hotel, its a Risky choice due to some staff members

Maybe due to Corona virus, but the service was below average. Breakfast went very difficult by filling in an incomplete list. Too much pastry’s and not enough fresh ( whole wheat or brown ) bread.

Happy with the experience and measures due to COVID-19

Loved staying here First time ever here perfect location to see the beauty of San Sebastián first

Unfortunately we were unable to stay at the hotel due to Convid-19 travel restrictions in Australia. Due to the deal we got we would only be able to get a credit to the same hotel but it would be unlikely we would go in the next couple of years. If we could have gotten credit to the hotel chain instead then we could have at least used a hotel here in Australia.

Through no fault of accor hotels, the unfortunate Covid 19 restrictions somewhat spoiled the atmosphere in the hotel. Room was good, views fantastic, staff very friendly.

The views from the hotel give it an extra star in my opinion. Only criticism is the menu in the restaurant

I haven’t stayed here!!! You closed the hotel because of the coronovirus situation, I have phoned 4 times to try and cancel and my husband was waiting for a callback which hasn’t happened!!! I am waiting for a refund??

We made a two night booking at the Mercure Mount Igueldo while we waited for a ferry from Bilbao back to the UK as it was one of the few hotels showing as open and taking bookings during the Coronavirus outbreak. When we turned up at the hotel we were met with a cleaner shouting through the glass doors that the hotel was closed. Walking round the back of the hotel we found a manager who confirmed this. In a fast evolving situation such as this, I would have expected them at least to have informed us promptly of their decision to close and possibly to have helped us find alternative accommodation at another Accor property, which we eventually did ourselves. Very poor handling of the situation exacerbated a few days later by an email from the manager saying that we were not entitled to a refund but could re-book later in the year. Hey guys, it was your decision to close - other Accor properties remained open. This was moot in any case as we had by that time cancelled our Amex payment. We would however appreciate the 4000 Accor points which we used for the booking re-credited to our account.

Second visit ten years apart. First experience was wonderful second like being in a cheap road hotel except for the views

It was a nice stay, but the heating did not work in the room and it was very cold and the water in the bathroom was brown for 5 minutes. When we mentioned it in the morning when we checked out, we were'nt suggested any compensation. As a member i was disappointed.