Mercure San Sebastián Monte Igueldo

My experience in the Hotel Mercure Monte Igueldo was disappointing. There was no view to the mountains as the room was advertised; moreover, you could barely open the window. The room had a strong disgusting smell, that seemed to be coming from the bathroom drains. In addition, the soundproofing was extremely poor; we could clearly hear conversations from neighboring rooms, making it very difficult to get a good night’s rest. We also noticed that the flooring in the room was warped and lifting in several areas, showing clear signs of wear and poor maintenance. The facade of the building was very dirty too. What was even more frustrating was the lack of customer service at the front desk When we raised our concerns, we were told that the manager was on vacation and that no one could take responsibility or make decisions until he returned, but we never heard from him or the front desk staff. They didn’t answer the phones. Another guest was complaining about the long wait at the restaurant, just to mix his food with another order. Their total apathy, incompetence and lack of apology and appreciation for the guests is awful. Overall, the experience was very unpleasant and far below what I would expect from a hotel of this category. I do not recommend it and would not stay there again.

The views

Only reason you'd stay at Mercure Monte Igueldo is the view. We stayed one night and had a number of issues with the hotel. 1) food prices and lack of quality in a city known for fresh food. E.g. at the swimming pool bar, there was no menu or indication of how expensive the food might be. After four plates of very mediocre frozen & deep fried croquetas, we received a bill for €80 not incl tax. Somehow, the burger and chips in the bar restaurant was cheaper than 6 reheated croquettes. The burger that we had for dinner had no seasoning on it too. 2) Amenities: shower lacked any water pressure - it dribbled out of the shower head, there was only one caffeinated coffee/tea despite two people in the rooms, plug sockets in communal areas didn't work, and the rooftop pool was colder than the sea. Despite being 4*, they didn't have any complementary toiletries on request for a member of our group who had forgotten a shaving razor. 3) Staff: didn't seem friendly. One of our group had to make a work call and was rudely asked who had allowed him to go to a quiet area of the hotel while still on the work call rather than waiting for him to finish and politely asking him to return to the lounge area which was not as appropriate for work calls (due to the loud jazz music in the background). One of our wine glasses still had half a glass still in it when the waiter picked it up with his fingers touching the inside of the glass. Despite apologising, we did not receive a replacement.

Beautiful lobby and dinning area. Hotel has an amazing view of the city

Beautiful location, lovely hotel, stunning views, only issue we had was the people In the room next to us was so loud, arguing and slamming doors and the walls are paper thin.

Hotel too far away from the town. Only way down is the lift, unless you want to walk a couple of miles along winding roads. And last time for the lift back to hotel is 19.30 which isn’t great.

We stayed at this hotel because the security people wouldn't let us visit for a dinner. Had to be a hotel guest after 8pm. The rooms are old, noisy, not well maintained. Also not clean. Hairs from other people in the bathtub. Since we stayed last minute we asked for toiletries which they had only 1 toothbrush....... The staff said only 3 days more working there and wouldn't take our feedback to manager. Because all her time feedback ignored. Only positive was Chris in the bar who served us. He was very kind and patient as other staff yelling at him in front of us and he still smiling and a professional. Otherwise need new staff throughout.

Expensive and overpriced. I have been receiving aggressively by the women at the gate. After driving 6 hours, she needed to see my booking papers before let us in. Some friends asked for an early check in and paid for it, but the room wasn’t ready. We asked for a diner reservation 2 minutes after checking and got asked if we had a room??? The A/C wasn’t working even if it was 30C outside. We have to ass the desk to start it. The location was Awesome, you got the view over the beach and the city. At the restaurant the personnel was wonderful. It cost 38€ for 2 Aperol Spritz. Gastronomical diner was 85€ per person, pretty good.

Terrible customer service and people

Amazing views, friendly staff, comfortable bed. The only downside was you may hear your neighbors sometimes.

The view of the Donastia bay from the bar is just magnificent, day and night! The staff are all wonderfully welcoming and friendly. The parking for disabled guests is excellent right next to the hotel entry. The food in the restaurant was a little expensive for what was served, Be prepared to show the parking attendant at the amusement park your hotel booking!! All in all a good stay!

Didn’t have the breakfast but room was clean

The hotel really made us feel unsafe. Around 7pm, we suddenly heard aggressive knocking on the door and someone tried to use the key card to enter our door for about 3-4 times. The person did not say a word while doing this. But the key card only works for the correct door so the person was unable to enter. We also had locked the door from inside. It was really scary at the moment. We went down to the front desk after but they said that the floors do not have cameras so they won’t be able to check who was knocking on our door non stop. We booked the room with the balcony but the hotel told us that all the rooms were booked so we didn’t end up getting the room that we booked so we left with the corner room with no balcony.

Incredible views. Great bar. Quiet and relaxing place.

yes

We arrived earlier then 3:00pm check in time. We are told

Amazing

Incredible views from this hotel atop Monte Igueldo. Breakfast and bar were very good. If you're planning to use the funicular to get to/from town, know that its last run is at 8:30pm.

Beautiful hotel in prime view location with very nicely decorated rooms. Due to good weather they kept the pool open during our stay. Phenomenal views and quality loungers on the roof deck. A few of the staff were a bit brusque and we waited a long time for service at the bar when we first arrived. Room soundproofing left something to be desired. Opportunity to enable making a cup of tea in room not just pod coffee. Breakfast buffet steep at EUR 24pp

Excellent hotel. The view is second to none!