Mercure San Sebastian Monte Igueldo in San Sebastian

Our 3rd stay here but unfortunately probably our last. The privilege room was ok but the bathroom was dated and several attachments loose. It needed updating. The worse was the lack of staff, especially at the bar, us plus several other people had to wait over 20 minutes to be served one evening and one lunchtime waited over an hour for food. There are no staff there and no way of finding anyone, the reception weren’t interested and did not help, just rudely saying ‘they were not the bar staff’! Not good enough for a supposed 4 star hotel.

Be careful, the photos they advertise of the balcony can be misleading. We paid for a privilege room that showed the view from the balcony, but what we got was a view of the roof of the dining area. Kind of a big bummer when you spend the time and money finding a place. We brought this up, but they were not really interested in the feedback.

Room has comfortable bed and great views and that's about it. WiFi is slow (2 bars on second floor), TV remote has Netflix button but no Netflix, room phone doesnt work, has dial tone but buttons dont do anything - have to call with private mobile to speak with reception. Staff don't speak English, not even a little bit to converse basic info (like booking a table), location is terrible - need to drive or taxi to city in the evening as the funicular stops at 7 pm. Car park is "guaranteed" but significantly limited and receptionists advise to not drive out of car park as likely won't be able to find a park upon returning. Honestly shocked that this is a 4 star hotel. The welcome was cold and poor - no door man or anyone to assist with luggage. Very disappointed and wished we knew better. Our experience has significantly affected our time in San Sebastian.