Zenit Convento San Martin

I stayed for eight days. Rooms are fine and staff is pleasant. If you need a one or two night stay - this will do. Do not stay here longer. Walls are paper-thin, and you can hear EVERYTHING. I was yelled at twice at the tiny pool for speaking too loud. There is no hotel coffee in the morning. While I love San Sebastián, this hotel was a waste of money. My last day here (today), my new friends from the Netherlands and I were told to stop talking at the pool because some older gentleman wanted to nap. The pool area is 800 square feet! He was so aggressive, and the hotel staff wouldn’t help. Avoid long stays here.

Please do not book to stay at this hotel. They have questionable morals and appalling customer service. I was booked to stay here in June 2024 with my friend Helen. Unfortunately, the day before we were due to travel I started experiencing pregnancy complications and ended up in a&e.

My friend Helen contacted the hotel on my behalf to explain the situation, that I was in hospital, and that I'd been advised not to travel. Obviously, we were devastated that we wouldn’t be able to make the trip but obviously the fact I was experiencing worrying pregnancy complications was more concerning at that time.

We appreciate hotels have a cancellation policy, however we were not asking for a refund, simply to be able to use the money we were paying as credit towards a stay another time in the year. As we thought we were dealing with a reputable hotel company, we expected a level of understanding and compassion considering the situation.

My friend was met with a firm no and a highly unprofessional response, asking us to ‘see if we had other friends who could enjoy the stay’ and offering a 5% discount on future stays. We were utterly shocked by how poorly this was handled.

To make things worse, and whilst we were still trying to navigate the highly upsetting situation, the hotel then promptly charged us for the entire amount for the stay, before we'd even have checked in, which added even more undue stress onto what was already a highly stressful situation.

About 4 days later, I personally contacted the hotel, to see if they might have had a change of heart and asked to be put in contact with the manager of the hotel. As I was still having ongoing issues with my pregnancy and hospital visits, this wasn't something I wanted to be dealing with, but as this trip was a real treat for us, and a lot of money, their actions left me with little choice.

I received absolutely no response from the hotel. I followed up 2 days later in the hope that someone might have the decency to respond or offer any kind words, and try and rectify the situation, but they once again ignored my email.

I have honestly never dealt with a company with such a lack of morals or professionalism.

Based on how they've acted so far, I assume the hotel may try to dispute my stay, as the booking was in my friends name, but I hope anyone reading this would query why I'd bother to write this were it not the truth...