Mercure San Sebastián Monte Igueldo 4 stars

The views from the hotel give it an extra star in my opinion. Only criticism is the menu in the restaurant

I haven’t stayed here!!! You closed the hotel because of the coronovirus situation, I have phoned 4 times to try and cancel and my husband was waiting for a callback which hasn’t happened!!! I am waiting for a refund??

We made a two night booking at the Mercure Mount Igueldo while we waited for a ferry from Bilbao back to the UK as it was one of the few hotels showing as open and taking bookings during the Coronavirus outbreak. When we turned up at the hotel we were met with a cleaner shouting through the glass doors that the hotel was closed. Walking round the back of the hotel we found a manager who confirmed this. In a fast evolving situation such as this, I would have expected them at least to have informed us promptly of their decision to close and possibly to have helped us find alternative accommodation at another Accor property, which we eventually did ourselves. Very poor handling of the situation exacerbated a few days later by an email from the manager saying that we were not entitled to a refund but could re-book later in the year. Hey guys, it was your decision to close - other Accor properties remained open. This was moot in any case as we had by that time cancelled our Amex payment. We would however appreciate the 4000 Accor points which we used for the booking re-credited to our account.

Second visit ten years apart. First experience was wonderful second like being in a cheap road hotel except for the views

It was a nice stay, but the heating did not work in the room and it was very cold and the water in the bathroom was brown for 5 minutes. When we mentioned it in the morning when we checked out, we were'nt suggested any compensation. As a member i was disappointed.

People are fabulous, Location on the hill is fabulous.. But bed are impossible to have a good sleep for the price I think is time to improve it

Nice room and great location. There was no parking places when I arrived, yet we booked this hotel because FREE parking was offered. The food at the hotel was OK, but INCREDIBLY EXPENSIVE. We were quoted Euros 44 each for room service breakfast. This is ridiculous and a rip off. The front desk staff were friendly but the bar staff and waiting staff were unfriendly.

Very good helpful staff throughout, lovely view , good rooms

I have stayed here several times before. It is a hotel I like but has recently been refurbished and is even better. Fantastic views. Good food. On this occasion my wife was ill and we were overwhelmed by the concern shown and the practical assistance from all staff - thank you!

I have stayed here before and I will stay again. However, this time I was very disappointed to find a used towel on the bidet , with obvious (faeces stains). I immediately took this to reception (folded of course!) and I would have expected an apology at some point but it was never mentioned. All that happened was another towel was left on my bed. I would like to say the front office desk were very pleasant and professional upon booking in and out and this is not a reflection on them.

Overall unfriendly & unwelcoming staff. Receptionist was obviously unhappy that another guest arrived to check-in, only demanding my ID and credit card and after a while explained that she needed a longer time to register me since I had only made my reservation the same evening. Found to my surprise that the only restaurant was closed (not mentioned on Hotel website!?) and only alternative was simple bar snack food. Unacceptable was the the heating in my assigned room # 432 was not working and the temperature was too cold. I contacted the reception and Mr. Oscar explained that I "was visiting the hotel during winter" hence it's cold; also since I “only reserved the same evening the hotel could not prepare my room properly”. I suggested that I find myself another hotel with a comfortable room temperature but Mr. Oscar insisted that my rate was prepaid hence no refund even if I only booked one hour before arrival. He explained no Duty Manager or the GM are available to discuss the problem. Mr. Oscar went to my room alone to switch on the Airconditioning system into a heating mode. This provided some hot air but also was too noisy. No duvet was supplied and the blanket in my room was not clean. Since I felt too cold all night I check-out at 5:10am and left a written note withe the receptionist for the GM to call me to receive feedback about my stay; but I never received any call from the Mercure.

A wonderful place to stay whilst experiencing the beauty of San Sébastien. The rooms - and the views - were great, the bar and the restaurant were fine, and the staff helpful and friendly.

We have always liked this hotel but it has now been radically upgraded. The rooms are excellent and comfortable. The public areas are redecorated and redesigned to a high standard. Some issues with service and attitude from the head waiter in the restaurant but overall highly recommended.

I booked a room with a sea view, on my second day I woke up with the room flooded. Instead of helping me straight away, they sent towels to dry the room (it was flooded, so it was useless). Then, after pressuring them again, they moved me to a poor room (not what I paid for and nobody offered any kind of help with my soaked things). I would highly recommend to avoid this hotel, it has a horrible service.

Stayed in a privilege room with bay view; the room was comfortable, hotel was at a top location. The staff were all helpful and respectful.