Mercure Monte Igueldo

Room has comfortable bed and great views and that's about it. WiFi is slow (2 bars on second floor), TV remote has Netflix button but no Netflix, room phone doesnt work, has dial tone but buttons dont do anything - have to call with private mobile to speak with reception. Staff don't speak English, not even a little bit to converse basic info (like booking a table), location is terrible - need to drive or taxi to city in the evening as the funicular stops at 7 pm. Car park is "guaranteed" but significantly limited and receptionists advise to not drive out of car park as likely won't be able to find a park upon returning. Honestly shocked that this is a 4 star hotel. The welcome was cold and poor - no door man or anyone to assist with luggage. Very disappointed and wished we knew better. Our experience has significantly affected our time in San Sebastian.

There is no effort made by staff. We told them in advance that we were there for our honeymoon, they didn’t care. We weren’t expecting our towels to be fashioned into love hearts or anything like that, but perhaps a mention would have been nice. Rooms- like a British travelodge with a partial view. And then my husbands wallet fell out of his pocket on the balcony- was handed in to reception. When we got it back, it had been emptied and cards gone over. The receptionist shrugged. In any respectable place the police would have been called- that (in any other country) is classed as theft!! Unbelievable. Especially when you’re paying over €250 per night, you expect a vaguely personal experience. Access- funicular cute but queues huge. Can hotel guests have a Q jump privilege?
Overall- massive disappointment. Will never recommend this hotel. Big shame, Mercure.

The hotel is located on top of the mountain and has a beautiful view, but it is far from the city and the tourist places, you must have a car to move around.

The staff are neither friendly nor proffessional. Check-in time is 3 pm and you will not be able to do anythong before this time, so you must stay & wait with your luggage until the receptionist arrives at 3 pm.

We received our room and the safety box doesn’t work. The housekeeping service is very bad, the cups and glasses in the room were not changed, and no new coffee capsules were added. The balcony was not cleaned, and new tissues were not placed.

We contacted the reception to re-clean the room and repair the safety box, but no response.

The hotel is good to watch the view from the top of the mountain, but I do not recommend staying in it.

I will not be staying here again. Staff have major attitude and no customer service. When we tried to extend our stay, they said we could not keep our same room (ie, trying to sell us a more expensive room). We packed, came down to switch, and then they said we could stay in our same room…
They wanted to charge me for water that is complimentary in our rooms. They didn’t let us take pool towels to the beach and didn’t offer any alternatives (there is no store on the premise or a suggestion of a nearby store). The phone didn’t work for the first three days and then when they fixed it, no one would answer. We ended up being late to the airport. On top of it all, the hotel is extremely far from everything and very inconvenient.