4/10 Poor
James
3 Feb 2023
Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
No luxury at this disappointing luxury hotel
The hotel promotes itself as luxury and the rate for this town is a luxury rate. However, there was nothing to luxuriate in here and the overall stay was disappointing. No assistance with luggage was offered upon arrival or after check-in. San Sebastian is a mountain town, so it's cold at night. The hotel is new (built 2017), but was designed and built with no heat. The only source of heat is a gas fireplace that has to be manually started each time by the staff (but the fireplaces are not vented so one has to leave a window open while using it, and turn it off while sleeping--scary). No extra blankets were available from the staff.
The room key is a large, iron skeletal key the size of a kitten, and one has to carry it with them if they plan to return to the hotel after 10 pm since the front desk is not staffed. We returned before 10 pm and nobody was at the desk to give us our key, but luckily we found someone in the restaurant.
Our toilet malfunctioned twice during our one night stay and had to be fixed by the staff.
The rooms do not have a hair dryer nor do they offer laundry service. There is one bar of soap both for sink and shower, shampoo, but no conditioner. We wanted to take advantage of the large hot tub in the courtyard, but the owner said it was working but wasn't heated because the gas was broken. To me, that means it isn't working. I decided not to enjoy a cold soak in a non-hot hot tub. Breakfast was good, but not included with the room price.
James
Stayed 1 night in Jan 2023
