Axel Hotel San Sebastián

Our stay fully confirmed the great first impression. Everything was perfect ,comfort, cleanliness, location and atmosphere. The service was outstanding throughout . Special thanks to Daniel for his exceptional support and attention, which truly made a difference. We would definitely return and highly recommend this hotel.

I had a lovely time in San Sebastián, and my room was great — very clean and comfortable. The only challenge I had was with communication at the reception.

When I was trying to sort out my early flight from Bilbao, Nefer unfortunately wasn’t very helpful, which made the situation a bit stressful for me. Later, Raquel stepped in and was incredibly kind and efficient — she quickly found a solution and made sure everything was organised.

I really appreciated Raquel’s support, and thanks to her I could relax and enjoy the rest of my stay.

The location of the hotel is very good, and the staff provides good service. Breakfast is good. The bed is hard. There is an open space between the shower/bathroom and the rest of the room, there is no proper door between the toilet and the rest of the room.

STOLEN PHONE FROM ROOM!!!!!

Initially, we believed our stay to be a wonderful few days away in a great location and a very clean and amenable hotel.

However, I had brought two phones away with me whilst my number was porting to a new phone. On arrival, it became clear my new phone was ready to use. I switched off the old phone, ZIPPED IT INTO MY SUITCASE, and did not move it from the room again.

I noticed after the room being service the first morning that our suitcase had moved. I thought nothing of it. Fast forward to packing to go home and my phone is no where to be seen. I check Find My iPhone, and my old iPhone has managed to travel from San Sebastián to Paris in a couple days!

We had to rush to the airport and had no time to report to the police. Reporting a theft to San Sebastián police once you have left the country is very difficult, so we reached out to the hotel share this information.

Unfortunately, your front desk have been very dismissive. After ignoring several emails and calls, I received an email response that claimed they had reviewed CCTV and housekeeping and was informed that I was the only person that entered my room throughout my stay??? This has left a very bitter taste. I’d like to reiterate that I am 100% sure my phone did not leave that room with me once it has been zipped into my suitcase for safekeeping during our trip, somehow ending up 500 miles away in Paris. I’d also like to add that I did not make my own bed, fold my clothes onto shelves, or clean the cups in my room throughout my stay, yet this happened daily. The housekeeping was intensely thorough… I wonder why! The hotel’s denial of staff entering my room throughout my stay has left me feeling very skeptical.

Perhaps the answer is not to leave important belongings in your hotel room unless you keep it under lock and key. However, you do not expect your personal possessions to be stolen from inside your suitcase. I can see no other explanation for how this has played out.

I leave this review to warn other potential guests - if you stay at this hotel, you’ll be very comfortable and in a prime location, as long as you don’t trust staff not to steal your personal possessions from inside your suitcase.

If a member of staff would like to contact me to properly resolve this issue it would be much appreciated. Your efforts so far can barely be described as effort which is very disconcerting.

Rude and couldn’t care less reception staff. Breakfast staff should not be in a customer facing environment. Shouting “room number” across the breakfast room when you arrive and don’t know what to do or where to go as no clear instructions. No bathrobes available as they had “run out”. Room basic without rugs or pictures reminded me of student halls and basic ones at that. Not even second rate hotel just an excuse for one given the money we paid and don’t start me off on the dogs. Not even asked if we enjoyed our stay at check out just told “nothing to pay” and that’s it. Tried to contact Axel hotels via email and private message but no response hence this review. Won’t be back or recommending. Please Axel hotels when you read this dont bother to respond you have had your chance and will just be wasting each others time. Forgot to mention there was one good thing about this hotel it’s when we left.