We booked a one night stay here through a 3rd party booking company (hotels 4u). I mistakenly booked the wrong date; completely my fault.
We were informed by the hotel that we could cancel the booking and obtain a full refund but that we would have to pay upfront for another room if we wanted to stay that night (at an increased rate). This was no problem, and we did so. We subsequently found that we could not obtain a refund, which, whilst not necessarily being the hotel's fault directly, is something they should not have commented upon if they did not know the definite position (we probably would have found somewhere cheaper had we known we would not have been able to get a refund).
We were only staying for one night and when I asked if the lady on reception if they had an ironing board, I was simply told 'no'. The abruptness of the answer took me aback so I enquired whether it just the case that they were all being used by other guests. I was again met with the same abrupt reply 'no' (this time followed by a shrug of the shoulders).
On returning to my room I found a plastic back which appeared to be for a laundry service. I went back to the reception and asked if there was, instead, a laundry service. I was told that there was but that it would not be available until the next day as the lady who did it was not there. It was clear that the hotel had ironing facilitates but simply would not fallow the use of such facilities. I have never stopped at a hotel where it is impossible for you to ensure that an iron has been run over your clothes, in one form or another. However, it was the lack of care and level of customer service that displeased me the most. It was as if I was a nuisance for making such an outlandish request! Not once was the word 'no' followed by the word 'sorry' (despite the receptionist's English being perfect).
The hotel itself is ok. The room was very dated though and desperately needs a facelift (other rooms may be better, I'm not sure).
All in all, a reasonably located hotel but the customer service leaves a sour taste.
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- Also Known As:
- Avenida San Sebastián Donostia