Okako Hotel

10/10

Exceptional

21 Jul 2026

Bryan

Awesome boutique hotel with an incredibly nice receptionist. Very smooth experience!

Friends

10/10

Exceptional

17 Jul 2026

Charles

Great place to stay with helpful staff

Family

10/10

Exceptional

17 Jul 2026

Roy

Great

Self

10/10

Exceptional

02 Jul 2026

Katya

Wonderful location close to the beach and old town of San Sebastian. We loved that a soft toy was included in the cot for our baby to play with while we stayed here. Worth noting that there are several stairs to the entrance so it isn't particularly accessible if you are hauling a pram or large suitcase into the building, and the lift to the first floor broke while we were staying there.

Friends_and_family Family

10/10

Exceptional

30 Jun 2026

Loan

Property and people were great. Really appreciated the water and keyless entries. Close to everything but far enough to quiet rest. Only real complaint would be bathroom, starting to be a little moldy.

Partner

10/10

Exceptional

29 Jun 2026

Elizabeth

I was looking for a low cost affordable clean and safe place to stay overnight (I was travelling on my own, female, 50s) between taking the train from Paris and catching the bus to Lisbon. This hotel is very basic, but I fully understand why it gets such excellent reviews. I was arriving late, so I did an online check in, which gave me the code for the front door and my room. I arrived having not had dinner, but there was water, fruit, snacks, and coffee in the lobby, which worked for me. The room was clean, comfortable bed, and great water pressure in the shower. Even a good hair dryer! The hotel is very close to the bus station, something that was important for me also. Overall, great hotel for my needs.

Self

8/10

Excellent

25 Jun 2026

Mark

Lovely hotel walking distance from bus station and also to the centre and beach. Room very comfortable with excellent shower.
Only downside was the noise from the station until fairly late at night.

Partner

10/10

Exceptional

13 Jun 2026

Todd

Fabulous location. Steps from the train station and near old town. So much to do. Comfortable room. Great lobby to gather and extremely helpful front desk staff

Partner

8/10

Excellent

01 Jun 2026

Gilbert

This hotel/ pensión is in a great location a very short walk to the bus/ railway station and to the beaches and old city etc. the property and room were very clean, great little sitting area and coffee/ tea station with fresh fruit and muffins etc provided. Good wifi, helpful staff, a few problems with the coded entry system. I’d say it’s good value and would recommend it to friends.

Self

10/10

Exceptional

29 May 2026

Joel

Great location for the beach and old town. Clean and stylish room with nice big comfy bed. Nice to have coffee, tea and fruit available throughout the day

Friends_and_family Family

10/10

Exceptional

26 May 2026

Siobhan

Great location in Gros. Staff were very friendly and helpful. Room was clean and comfortable.

Self

10/10

Exceptional

22 May 2026

Thomas

Perfect position for walking into old town. Very friendly staff and room was spotless with all the normal facilities. No idea why it’s a one star.. perfect for a visit to San Sebastián

Partner

10/10

Exceptional

17 May 2026

Sophie

Excellent location, clean and attractive rooms and helpful staff who provided suggestions for our stay.

Partner

10/10

Exceptional

14 May 2026

Juan Pablo

Great hotel, friendly staff, and everything was great

Family_with_children

10/10

Exceptional

06 May 2026

Bettina

Great experience from everyone , thank you!!

Family

10/10

Exceptional

28 Apr 2026

Emma

Excellent proximity to the train station and the old town. Comfortable single room. Good communication prior to check in.

Self

10/10

Exceptional

23 Apr 2026

Charlotte

Lovely hotel in a great location for accessing both the old and new town. Staff were wonderful and gave great recommendations of where to go and places to eat!!

Friends

10/10

Exceptional

06 Apr 2026

Hernan

Quite, clean, the location is great, overall the staff was friendly.

Partner

10/10

Exceptional

06 Apr 2026

Kris Marienne Ngayawan

Cute little hotel. Very clean and beds were comfy. Within walking distance to the bus station.

Self

10/10

Exceptional

06 Apr 2026

Briony

The hotel is in an excellent location- very easy to old town, the other parts of the centre and Gros. It was lovely walking to the beach in the morning for breakfast! The staff were very helpful and booked us taxis etc. The room was big, modern and clean, with a huge bed. The only improvement I would suggest is tea and coffee in the room (but it was still good to have it downstairs).

Partner

10/10

Exceptional

09 Nov 2025

Jose Antonio

All amazing, the staff, the room. Great location. All you that you need for a great days in San Sebastián, in this place you can find on it.

Friends_and_family Friends

10/10

Exceptional

29 Oct 2025

Stephen

Good location

Friends_and_family Friends

10/10

Exceptional

28 Oct 2025

Angi

Great room, great staff!

Partner

8/10

Excellent

05 Oct 2025

Rita

Great hotel in a great location. Staff were lovely.. only problem was as we were on the ground floor.. sleep interrupted by people arriving late at night as not great sound proofing. Great to have on tap coffeee and nice seating area at the front unfortunately cleaner set off alarm in morning which also effected sleep.. otherwise good place to stay for the price.

Friends_and_family Friends

10/10

Exceptional

03 Oct 2025

Claudia Ana

Clean room, staff, shops bearby

Leisure Friends

10/10

Exceptional

01 Oct 2025

Karen

Great location. Helpful staff and very clean!

Leisure Family

10/10

Exceptional

19 Sep 2025

Geetanjali

Large, comfortable and clean rooms, really helpful and friendly staff, and conveniently located across from Center/old town and near both beaches. What a gem of a hotel. Thanks for making our stay so comfortable and easy!

Leisure Partner

10/10

Exceptional

04 Sep 2025

michael

Great staff very helpfull… coffee and snacks on the house. Close to a rail road but we did not ear anything… location is awesome. 5-10’ away from the old town and beach.

Leisure Partner

6/10

Pleasant

01 Sep 2025

Cassandra

Likes: proximity to bus station, old town, food. All within walking distance. Also walkable to a hiking trail. Check in process was very efficient all done online. Provided key code access and wifi details via WhatsApp. Host was very helpful with providing information of popular restaurants both in old town and gros area. Nice common area with coffee machine and snacks. Very relaxing to sit and do some work or for some quiet time.

Dislikes: room was cozy but no natural light. Is a lot darker than shown in photos. Hence why the common area may be more comfortable. Also probably due to the old building, sound proofing was quite poor.

Leisure Self

6/10

Pleasant

17 Aug 2025

Hardcastle

The public spaces and the staff were fantastic but the rooms are tiny. I read the reviews and saw this was a common comment but they are super small. Great stay with a great location with a 5 minute walk to the old town.

Friends_and_family Family

10/10

Exceptional

30 Jul 2025

Thomas

Great value accommodation in a great location

Leisure

10/10

Exceptional

20 Jul 2025

Anthony

Excellent. Staff great. Location perfect.

Self

10/10

Exceptional

16 Jul 2025

James

Boutique hotel, well maintained and with style. Rooms small but adequate. Great location and outstanding service.

Partner

8/10

Excellent

24 Jun 2025

Martin

Property is just across the river from San Sebastian historic town and is very well connected.
Lots of locals bars etc in the area and the bars/cafes of the old town are a short stroll.
For an expensive place to visit, this is a good value option.
Staff lovely and helpful

Beware that the forward facing rooms have the railway line close by. They don't run late but the do start early. If the windows are closed.not a major problem, but a bit of a wake up call in the windows are open.

Leisure Partner

8/10

Excellent

23 Jun 2025

Helen

Well positioned for the old town & Gros areas in a quiet location.
Staff not always on site which may affect booking in.

Leisure Partner

10/10

Exceptional

17 Jun 2025

Harold

Lovely elegant rooms where everything works. Friendly staff. Perfect location. A nice touch is the complimentary coffee/tea station with sweets and fresh fruit.

Leisure

10/10

Exceptional

08 Jun 2025

TSUBASA

Staff is very kind and warm. Room is compact and clean. Convenient to visit the city. Strongly recommend.

Leisure Self

10/10

Exceptional

20 May 2025

Matt

The staff of this property is amazing! I really enjoyed this cute hotel. If you are coming by bus or train it’s so convenient. Free coffee bar and snacks. Free WiFi and nice lobby area. I would love to stay here again.

Leisure Self

10/10

Exceptional

19 May 2025

Alexandra

Charming, welcoming hotel with lots of character

The hotel were very welcoming and when we arrived early, our room was ready to check in. We were given local recommendations and made to feel very at home. It was a compact room, but had everything we needed for a 2 night stay - the jug of water, chocolates and hand written note was a lovely touch! Bed was very comfortable and bathroom great, though extractor fan very noisy. Mostly very quiet, and a 10 minute walk from the main bus station, and a short walk to the main touristy part of town.

Partner

10/10

Exceptional

19 May 2025

Arthur

We had a wonderful time staying at Okako hotel. It is ideally located to discover San Sebastian while still being in a quieter and less touristy area.
Everyone was incredibly friendly and helpful, from our arrival we were offered great suggestions for the best dining spots. They are also reachable 24/7 on whatsapp.

The hotel is very nice and the rooms are surprisingly spacious.
We'll recommend it to our friends and will definitely come back when we are in San Sebastian!

Thank you,

Arthur and Pauline

Leisure Partner

10/10

Exceptional

18 May 2025

Patrick

Great stay @ Okako

We enjoyed our stay. Nice hotel with everything you need. Loved the location and would stay again

Partner

8/10

Excellent

11 May 2025

David

E

Everything splendid

Partner

10/10

Exceptional

10 May 2025

Mandy

Super cute boutique hotel

6/10

Pleasant

29 Apr 2025

Gloria

Pictures deceptive. Rooms verrry small. Reception staff: Anne very helpful and nice. Male receptionists unhelpful.

8/10

Excellent

27 Apr 2025

Ian

Really nice little hotel and great value for the price. Excellent location, easy walk to San Sebastian old town and Gros and conveniently close to to the bus and train stations. Staff very friendly, room nice and clean. Free breakfast (fruit, croissants) in reception every morning. Only complaint is that the coffee machine was out of service 2 of the 3 days i was there.

Leisure Self

10/10

Exceptional

07 Mar 2025

Stephen

Excellent hotel

Friendly quick check-in with key explained.
Lovely room in great location. Would stay again

Self

10/10

Exceptional

04 Feb 2025

Jun

Really liked it

Leisure Partner

10/10

Exceptional

04 Feb 2025

Hepzibah

Good location, would stay again

Good location, nice property, free coffee and small snacks was a great gesture, a few cobwebs in the room and the wardrobe was dusty inside. Placement of the toilet shoved up against the wall was a little tricky to use. Overall i would stay here again

Partner

10/10

Exceptional

18 Nov 2024

Karla

This small 2 star aparthotel really outshines some of the other 3 or 4 star hotels I've stayed in. They really take care of you and make you feel at home, with complimentary snacks, coffee, tea and fruit in the main sitting room that makes you feel like you're in cozy living room. There's artwork and carefully thought out finishes and touches everywhere.
The hostess at the front desk, Adriana, was a gem! She was very kind and helpful with loads of information.
The location was great, I walked to every major landmark, restaurants and shops. I never had to take public transportation. Be aware that there is no Uber, just taxis if need be.

The only negative issue was the train railway was right across the street, so you can hear it coming and going during business hours. So not too early in the morning and not too late in the evening. Not a big deal of you're out and about all day.

Leisure Self

10/10

Exceptional

17 Nov 2024

Delphine

This lovely little hotel was great. Very clean, the staff at reception was really helpful and gave us tons of tips where yo go to eat and to do. Everything was easy access too. Will definitely go back next time we are in the area.

10/10

Exceptional

03 Nov 2024

yineris

Lugas super conveniente. Las habitaciones igualmente, si solo buscar comodidad y dormir. La recepción es de 9am a 9pm con atención. No tengo ninguna queja.

Leisure Partner

10/10

Exceptional

23 Oct 2024

Cervando

Excellent

The rooms are small but not tiny.
We had a car and had to park several blocks away. They offer coffee and snacks in the lobby for free. They were very friendly and helpful. Will stay again.

Friends_and_family Family

10/10

Exceptional

12 Oct 2024

Janet

Such a cute small hotel that is nicely decorated with modern art. Rooms were small but comfortable with beautiful furniture & decoration. The beds were very comfortable.

The staff are very nice. At the lobby, there is self-service coffee, tea & snacks.

Centrally located to restaurants, shops & the beach.

Leisure Friends

10/10

Exceptional

07 Oct 2024

Scott

The entire staff from front office to cleaners was helpful. Friendly and courteous! I would return again.

Leisure Self

10/10

Exceptional

06 Oct 2024

Angiberta

Nice Hotel in an excellent location

The hotel is within walking distance of the train and bus station and to every tourist attraction. The room and bathroom were small but very clean.
The amenities in the room (water and glasses) and the coffee/espresso machine and tea, fruit, pastries in lobby were excellent.
One thing I did not like was the smell of the
'antique armoire. It was stinky and I did not used it at all. Even with the doors closed the smell permeated into my luggage and my clothes that were hanging in the room. I carried the stinky smell to my new hotel as well.
Other than that, I really liked the Okako Hotel and the location.

Self

8/10

Excellent

03 Oct 2024

Michael

Nice room in a good area, reasonable walking distance to everywhere

Leisure Self

10/10

Exceptional

01 Oct 2024

Verified traveler

Great location.
The lady that checked us in was most helpful.
Lovely that they offered coffee and pastries in the foyer.
Huge bed, clean room.
Made use of the straighteners in the room to.

8/10

Excellent

25 Sep 2024

Christopher

A good hotel and location. Is close to train line but noise was not an issue on the whole.

Leisure Partner

4/10

Poor

21 Sep 2024

David

The room was tiny, no reflection of the photos, bed was uncomfortable, feet almost touch toilet from bed, no outside windows/natural light, no 24 hour reception, no reception at check in at 1600.


However, clean and very good location to train and bus terminals and old town but still with plenty of restaurants and bars nearby.

Partner

8/10

Excellent

20 Sep 2024

john

The staff were excellent, friendly and helpful

10/10

Exceptional

18 Sep 2024

frederic

very nice little hotel!

Friends_and_family Friends

8/10

Excellent

11 Sep 2024

Tim

Fab hotel should be more stars.

Fab location in Gros, easy walk to San Sebastián Old Town. Very friendly and helpful staff. Good map and tips for pinxo bars and restaurants. So close to the beach. Parking in front to drop off bags. Reduced parking in public car park nearby. Very comfortable bed. Water and biscuits in bedroom. Shampoo shower gel and conditioner. Hair dryer and straightening irons. No idea why it is one star as so fabulous. Great decor. My only qualm is I booked superior room with balcony via hotels.com and was given dark interior room. As it happens it was blissfully quiet so slept really well.

Partner

10/10

Exceptional

08 Sep 2024

Cristina

Excellent stay. Loved the area. So many great food options. The staff was lovely. I would absolutely recommend this hotel. Great price too.

Leisure Partner

10/10

Exceptional

07 Sep 2024

Nancy

Nothing but good things to say. Hosts were very accommodating, great central location, beautiful room and the wonderful bathroom had natural toiletries including conditioner and body lotion which is rare. Would definitely stay here again.

Leisure Partner

8/10

Excellent

25 Aug 2024

FRANCESCA

Really nice room and downstairs facilities - proximity to the station and centre was great. However the aircon was leaking and dripping on the floor, and the shower head was broken. A few fixtures were not properly attached to the wall. We flagged these to staff but weren’t fixed during our stay. Otherwise really nice hotel room and would stay again.

Partner

10/10

Exceptional

14 Aug 2024

Julie

Lovely room with character and great air conditioning

Leisure Partner

10/10

Exceptional

14 Aug 2024

Verified traveler

Wonderful

A wonderful hotel! Absolutely no complaints. Reception gave us a great overview of where to go and what to do as well.

Partner

6/10

Pleasant

07 Aug 2024

Verified traveler

Good location; basic accommodation.

Management was friendly and helpful, but the room was small and short on electricity plugs and hanging space.

Friends_and_family Friends

4/10

Poor

02 Aug 2024

Joseph

The parking is a 10 min walk from the hotel. And the owner or manager was constantly occupying one of the two spaces in front of the hotel with their Range Rover making it difficult to park to drop off and retrieve suitcases. The hotel lacks basic services. There is no breakfast (coffee is available). There is no full time front desk (but you can call them). There was no mini fridge in the room (first room in 10 days in Spain without one). So it’s not really a hotel. More of a hostel set up. But it’s not an inexpensive place. So definitely priced as a hotel but with hostel services. The worst point for us is that The rooms are not private. We could hear the people above us and beside us. And the door was paper thin. Any noise in the hallway- however small - was heard in our room. Would not return again.

10/10

Exceptional

29 Jul 2024

Brando

Easy check in and access

Leisure Family

4/10

Poor

28 Jul 2024

Francis

The rooms are bare minimum and certainly not worth the cost being charged. If it was $80-$100/night, that would be understandable. But $180 was way too high. Also they said they have a deal with the parking lite and it was $35/day. That is not a deal in that area. Was led to believe a deal meant free. The girl at the front desk was great. This was the only positive.

Partner

4/10

Poor

22 Jul 2024

kay

Good and not so good

Good but not good .
Room small needs block out blinds for windows or the shutter as in room next door .railway line next to hotel well a street distance away. Noisey fan in bathroom
Good location but i didn't like the kids hanging around under rail line
No safe
Had a iron and air con .
No parking only street
If i was told the rail way do close i would not of booked .
Ask when booking for a back room away from street lights and rail noise.

Partner

6/10

Pleasant

17 Jul 2024

Sarah

I enjoyed the location and the coffee bar. The receptionist was nice and helpful, as was the cleaning staff. I did not care for the strong cigarette smell in the room (my clothes still reek of
smoke), the teeny tiny size of the room, the lack of sunlight or fresh air, and the hotel price (much higher than it should be given amenities). Also, the bedding was minimal, and I was cold even with the air conditioning off.

Business Self

10/10

Exceptional

17 Jul 2024

Eve

Top little boutique hotel in a great location

Hotel Okako was a perfect base to explore San Sebastián. Single room was small but normal for European standards and had everything you need. Spotlessly clean, modern decor and comfortable bed. Easy walking distance to Zurricola beach, and also to central San Sebastián old town and main beach areas.
Would definitely stay again! Muchos Gracias!

Self

2/10

Poor

05 Jul 2024

Verified traveler

Shocking Not To Advise of Building Work

We were not told before arrival there would be building work going on and front, including windows & blocked-off balcony, would be covered by scaffolding and tarpaulin. Extremely poor management and, to be frank, wrong to offer rooms at the rate they did. A small reduction per night was only offered once I complained. If I'd known I'd have moved hotels beforehand. Without the work I'd have rated slightly higher despite a noisy train track approx 30m from the balcony (night freight trains make quite a lot of noise). On the positives the beds were comfortable, the coffee corner was helpful as was the guy on reception who took my wrath but I did say it wasn't his fault.

Partner

6/10

Pleasant

02 Jul 2024

Rasiklal

Construction work taking place.

Goo location only 10 mins walk from bus station that is handy for Bilbao Airport.
Plus points room comfortable and clean.
Negative points. There was building work taking place to the exterior which meant scaffolding was us the whole front of the biilding. The workers broke something whicj neant i had no hot water for a shower on my first day. The region was having thunderstorms one night and could just hear the rain bouncing on the scaffolding all night.
Any hotel i have stayed at in the past always warned me of any building or construction work taking place so I had the option to book somewhere else. They didnt inform me in advance so was disappointed with that.

Partner

8/10

Excellent

21 Jun 2024

Bernard

The room was small but very clean. It was suitable for one person but ideal for me.

Leisure Self

8/10

Excellent

08 Jun 2024

Yasuko Hayasuke

It was near the center of town (5 minutes walk).
The parking place is not near hotel and have to use public parking space.
The receptionist was helpful but not always was there. Minimal space for parking while checking in. Hotel entrance was hidden by construction. Help yourself to fresh fruit and packaged pastries and coffee machine

Leisure Partner

10/10

Exceptional

31 May 2024

Sforza

Great location, friendly and helpful staff. Loved the free coffee and fruit/treats.

Leisure Friends

10/10

Exceptional

26 May 2024

Jeffrey

Marked as a one-star hotel, easily could be a 2.5 or 3 star hotel where I come from. Great value for price, great location, everything one could need.

Partner

8/10

Excellent

23 May 2024

Linda

Artistic Okako hotel

Quaint small hotel near center of town.Lobby and hotel very unique in its contemporary artwork Rooms are a bit small
Ask for an outside or front room

Staff were excellent

Partner

10/10

Exceptional

19 May 2024

Lois

Great hotel for the price, very clean and comfortable beds and nice coffee bar

Leisure Self

10/10

Exceptional

07 May 2024

Verified traveler

Great stay in San Sebastian

Great location in the heart of everything. Easy to walk to sites, restaurants and shops. Asier who worked the front desk was very helpful with tips on what to see and where to eat. All his suggestions were fantastic. Coffee was readily available in the lobby as well. We actually left some sunglasses behind, and Asier was kind enough to send them to us.

Partner

10/10

Exceptional

01 May 2024

Joshua

A truly great hotel. The staff were super friendly and gave us tons of great suggestions to eat. The room was a good size and very clean. I absolutely loved the design of the place, really good feel and vibe to it. The free espresso and tea in the lobby was a wonderful touch.

Highly recommend staying here!

Leisure Partner

10/10

Exceptional

20 Apr 2024

Maurice

Front desk was helpful in every detail we needed. Property was located near old town, shopping, bus lines.

Leisure Partner

10/10

Exceptional

13 Apr 2024

Na

Warm Boutique Stay

Very warm stay, loved the plant in the room. Loved the directions.

Business Self

8/10

Excellent

09 Apr 2024

Chris

Very clean. The area was well located to access the beach and shops. Some lovely aspects to the hotel.

Only negative would be the noise from other guests: in the corridor and above. Walls thin and could hear noise throughout the night.

Leisure Partner

10/10

Exceptional

12 Feb 2024

Sarah

Everything about staying at Okako was great. My room was small but clean and had everything I needed, and the lovely gentleman at the front counter let me know when my room was ready early and provided many recommendations for pintxos. Free coffee was appreciated.

The small issue I had was that my room smelled a lot like febreze or another air freshener. It was a bit disruptive as I am sensitive to scents, and something more neutral or nothing at all would be appreciated!

10/10

Exceptional

22 Jan 2024

NORBERT

Not for us

Situated in the best place, close to the sea & the old town..Walking distance to bars.The hotel itself is nice with friendly, very helpful staff..The room is big enough, but unfortunately I found it very dusty, hair everywhere in the bathroom, no toilet brush or cups..The bed is very comfortable, but the room is next to the railway and quite noisy when the train passes.No kettle in the room, you need to go down the lobby and make yourself tea or coffee from a Nespresso coffee machine in a paper cup..Not very eco friendly..I don’t think would stay here again

Partner

10/10

Exceptional

04 Nov 2023

William

I was very happy with the Okako Hotel, from start to finish. Eugenia was very prompt in meeting us to be able to enter the lobby. She was extremely pleasant and helpful throughout our stay. I have only great things to say about the Okako.

Leisure Friends

10/10

Exceptional

17 Oct 2023

Celine

Staff lovely and beautiful place

The staff were so so friendly. It was a great location and beautifully decorated. I will definitely stay here if and when I come back. Highly recommend!

Partner

10/10

Exceptional

06 Oct 2023

Robert Warren

This is a wonderful boutique hotel with unique furnishings and design. The rooms a rather small and it is a bit away from the busy tourist area but it is a great value and wuiet. It is very close to the Kursaal and Zurriola Beach. The hotel receptionist could not have been more helpful! She gave detailed suggestions for the tapas bars and sight of San Sebastián. We will definitely return.

Leisure Partner

8/10

Excellent

13 Sep 2023

Lauren

Using an electronic keypad for access was a tad challenging, however staff was highly responsive

10/10

Exceptional

11 Sep 2023

Adrian

This was my second stay at Okako hotel, it was again a great stay. Quiet room, close to town. The staff is great and helpful.

10/10

Exceptional

10 Sep 2023

Kathleen

Great clean safe property. Room was comfortable and close to the beach and old town. Staff were helpful. Would have appreciated a safe in the room.

Leisure Partner

6/10

Pleasant

07 Sep 2023

Rand

Good location. A little overpriced especially when you consider the lack of view and the lack of included parking.

Leisure Partner

10/10

Exceptional

26 Aug 2023

James

We really enjoyed staying at this hotel. The location is convenient for the all the main spots in town, and the rooms are comfortable and very clean. The beds were great, the WiFi works very well and the air conditioning is effective. The free tea/coffee/fruit/morning snacks were an unexpected bonus too. The reception staff are super polite, helpful and personable. All in all a great stay and I would definitely recommend this place.

Leisure Partner

4/10

Poor

25 Aug 2023

Verified traveler

Moldy Room, Terrible Customer Service

The location of this hotel is good and the art hung up throughout is nice—the issue is that some of the rooms have a mold problem. When you use the shower, the bathroom begins to smell like mildew, which then seeps into your whole room.

I brought this to the staff’s attention after my first night. They said they were aware of the issue and would try to clean it. The cleaning didn’t work. They were unable to move us to another room for the second night of our stay, so we had to continue to live with the smell.

On the third night, they moved us to another room that didn’t have the problem.

The classy thing to do would have been to offer a significant discount on the room for the first two nights, but that didn’t happen. I had to request and then fight for a discount for the next 5 days—and in the end, they only offered me €23 per night. In addition, throughout the entire experience, the woman who sometimes works at the front desk (Eugenia) was incredibly rude and incompetent. First she said a refund wouldn’t be possible because I’d booked through Hotels.com, which Hotels.com customer support clarified wasn’t true; then she said they would need my bank account info because they couldn’t refund a portion of the charge from my credit card—also not true (in the end, they did just that).

Clearly, this hotel is comfortable renting moldy rooms. If you don’t get one, it’s a fine place to stay. If you do, though, you will regret it. I don’t think the chance is worth it.

Partner

10/10

Exceptional

17 Aug 2023

Laura

Gorgeous boutique hotel

Gorgeous boutique hotel, unsure how this is 1*as its excellent. Comfy room and perfectly big enough for 1 night. Would love a shelf above the sink and a full length mirror tho! But excellent location to walk anywhere and close to train and buses.

Self

10/10

Exceptional

03 Aug 2023

Eben

Nice boutique hotel with very friendly and helpful owners. We upgraded to a room with a street facing window which made a big difference. Would stay there again!

Leisure Family