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“Great view -lousy service”

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Mercure Monte Igueldo
Stenloese, Denmark
Level 6 Contributor
95 reviews
36 hotel reviews
common_n_hotel_reviews_1bd8 39 helpful votes
“Great view -lousy service”
Reviewed July 30, 2013 via mobile

I Can agere to all the other reviews about the service- specifically In the reception the were rude indeed. We had ordered a double room but given a twin room. When I called the reception to have this corrected i was told that they did not guarentee any specific room type and that nothing could be done - they had no other Rooms. And In a very rude tone, no service at all. I would also say that you should be able to find better hotels at this price - but the view is fantastic.

  • Stayed July 2013
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    • Cleanliness
    • Service
Helpful?
Thank Jaboki
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Toulouse, France
Level 2 Contributor
9 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 9 helpful votes
Reviewed July 30, 2013

The rooms are confortable and clean. The swimming pool is awesome and the view of San Sebastian stunning. It took ages to get the room keys ( they absolutely wanted all the IDs, we were 16 ... ) but the guy at the desk was friendly. The breackfast was a feast but the lady wouldn't let anyone in (and talk rudely too) if 5 minutes late. But afterall we didn't have a very good experience of service in San sebastian during our stay so I guess it is just the way they are ???

  • Stayed July 2013, traveled with friends
    • Value
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Helpful?
1 Thank sandinah
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Aabenraa, Denmark
Level 2 Contributor
7 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 8 helpful votes
Reviewed July 30, 2013

Very simple , not enough staff..Waiters are nice but stressed out...Last night after 2 hours in the restaurant , 1hr hour after finishing the meal we gave up waiting for desert menu or the bill and left...Many other people left...Passing the bar on the way out, there was a long line of people, just trying to buy a beer.. Very sad, paying 140Euros a night + breakfast. They are killing a golden goose...in a nice location.

  • Stayed July 2013, traveled with family
    • Value
    • Location
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    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank stenella2013
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.

Travelers are raving about these San Sebastian - Donostia hotels

London, United Kingdom
Level 4 Contributor
26 reviews
13 hotel reviews
common_n_hotel_reviews_1bd8 15 helpful votes
Reviewed July 27, 2013

this hotel is a old unrenovated hotel which has nothing to offer than the view. We had an expensive room for some nights with the view on the ocean and the city. The view was beautiful, but that is the only point which is positive in this hotel. The reception and the lobby with its furniture very old, the breakfast is a catastrophe. The coffee is old, the coffee cans are old and dirty, no variety, cold eggs ( they were not even ready to do some boiled eggs ).
Moreover, all of the employees (reception, restaurants and cleaning ladies) are all stressed out and unfriendly; the sub manager is not even capable of taking decisions or solving problems. The only helpful and friendly employee in this hotel was the young tall guy at the reception.
So if you want to have the view, pay some Euros and come with the funicular until the top and you can enjoy the beautiful view. You do not need to pay 180€ for such an old unrenovated unfriendly hotel.

Room Tip: Avoid certainly this hotel
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  • Stayed July 2013, traveled as a couple
    • Value
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    • Rooms
    • Cleanliness
    • Service
Helpful?
3 Thank daya9
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Cardiff, United Kingdom
Level 4 Contributor
35 reviews
13 hotel reviews
common_n_hotel_reviews_1bd8 14 helpful votes
Reviewed July 24, 2013

Wow great stay in San Sebastian DESPITE staying at the Mecure !!

Good points , largely clean, the pool (if you ignore the smell of fried onions en route), the view.

Bad points , quite frankly the worst, rudest, front of house/reception service I have encountered in all my experience of traveling.

Rang the night before arrival to confirm booking and double room with balcony (and that I would pay additional for balcony if required, I was told no need). On arrival, after the receptionist eventually came out from behind glass in office having watched us struggle with luggage and stand by desk for 5 mins, allocated us a room with no balcony. En route to dinner I called at reception to query this and, this time when he eventually came out of the office, the receptionist treated me with absolute disdain “you should not have been told you would have a balcony” “we have no other rooms” at the same time another guest, was trying to secure a cot for his 3 year old, for which he would pay, following a booking mix up to be told with no sympathy this would not be possible. When I commented “ a difficult night for you” the receptionist said “you know nothing about it stay out of it!”. At which point I walked away.

The following morning we went to the pool when it opened at 10 to find the pool bar closed until 12,30, when we asked the member of staff “policing the towels” re getting some water he simply said the bar was closed, no offer to sort out any from the pool bar or hotel bar!

On the Thursday night we had booked a tour in town at 6.30 so went to reception at 5.45 to order a taxi and were told, by the receptionist, it would be there in 5 mins distracting him from chatting in his office to his colleague ! 20 mins later having checked twice we went back in and the other receptionist confirmed that no taxi had been ordered. We arrived late for our Tour!

Even on checkout the receptionist had to be summoned from the office and could not work the card machine so I had to pay cash!

I have never known front of house service like it!

Room Tip: If you want to stay in san sebastion do not stay here aside from the poor service the location is to...
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  • Stayed July 2013, traveled as a couple
    • Value
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    • Sleep Quality
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    • Cleanliness
    • Service
Helpful?
3 Thank Rob H
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
www.gonowwithkids.com
2 reviews
common_n_hotel_reviews_1bd8 1 helpful vote
Reviewed July 23, 2013

We booked three nights. We left after one night due to extremely unsatisfactory conditions. This hotel is, simply, dreadful. The morning we checked out, the front desk assured us of a refund and even gave us a receipt for the refunded money -- but nothing yet and we still have not gotten our money back in our account. Where is our refund? Does the Mercure brand approve of stealing guests' money? Apparently. Buyer beware. This hotel is a nightmare.

  • Stayed July 2013, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Go_Now_With_Kids
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Additional Information about Mercure Monte Igueldo

Property: Mercure Monte Igueldo
Address: Paseo del Faro 134, 20008 San Sebastian - Donostia, Spain (Formerly Monte Igueldo Hotel)
Location: Spain > Basque Country > Province of Guipuzcoa > San Sebastian - Donostia
Amenities:
Bar / Lounge Beach Free High Speed Internet ( WiFi ) Free Parking Children Activities (Kid / Family Friendly) Restaurant Room Service Swimming Pool Wheelchair access
Hotel Style:
#8 On the Beach Hotel in San Sebastian - Donostia
#11 Luxury Hotel in San Sebastian - Donostia
Price Range (Based on Average Rates): $$
Hotel Class:4 star — Mercure Monte Igueldo 4*
Number of rooms: 125
Official Description (provided by the hotel):
Located 2 km from the city centre of San Sebastian and close to the historic monument Palacio Miramar and Naval Museum. Restaurant, bar, meeting rooms. Swimming pool and parking facilities. Stunning views over the city. ... more   less 
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Also Known As:
Mercure San Sebastian Hotel San Sebastian - Donostia
Mercure San Sebastián Donostia
Mercure Hotel San Sebastian

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