Hotel Akelarre

"Clothing stolen and room accessed by staff twice with do not disturb in place. Very upsetting and ruined our stay at what was otherwise a premium hotel."

"My husband and I just finished a 5 night stay at Hotel Akelarre. Overall, we had a good experience with the actual room and location but a very average experience in terms of level of service for a 5-star hotel at such an expensive rate. Pros - Gorgeous location, perched on a mountaintop overlooking San Sebastian - Rooms were clean and spacious - Sunset views were unparalelled - 3-Michelin star restaurant Akelare is on property (though need to make reservations well in advance and separately), and it lives up to the number of stars Cons - Level of service left much to be desired: despite having only 22 rooms, breakfast was painstakingly slow and none of the staff recognized us even though we went to breakfast and entered/exited the hotel every day. By contrast, we stayed at similar size & star level hotels in Barcelona and Sevilla and received much better service that felt a lot more welcoming. - The place felt more like it was optimized for people who were going to the restaurant or going to the property to have drinks to enjoy the view. At bare minimum, I would have expected that the staff would recognize who was staying at the hotel vs. who was a temporary guest there for drinks and treat us differently...but no, one evening upon going down to the terrace level to enjoy the sunset, we were told that we could only sit there if we planned on purchasing a cocktail, even though when we checked into the hotel, we were told that we could enjoy the terrace level for getting some sun. - Hotel restaurant food is good but pretty overpriced. You're in a bit of a food dessert that high up the mountain. - Hotel staff will tell you to take taxis into town as the primary mode of transport, but don't listen to them: TAKE THE BUS! It's about 20 euro each way for a taxi, and less than 2 euro each way for the public bus (even less if you get a bus pass). The bus is super convenient, has two stops close to the hotel (which the staff did not tell us about), and runs about every 30 minutes during the day."

"We had an absolutely perfect stay at Akelarre, from our initial welcome, to our lovely breakfasts, to all the very thoughtful snacks and treats left in our room each afternoon and evening. We felt genuinely cared for each day by the entire staff. Our room was clean, spacious, well-equipped, comfortable, and beautiful. And the location provided the most spectacular views from the common areas as well as from our room. Indoor self parking was included and convenient. Everything about the property and the staff showed attention to detail and genuine care for the experience. This was hands down our best, most unforgettable travel experience anywhere, and we travel a lot."