Abba San Sebastian — Hotel in San Sebastián

The location is great but the room that we had (Deluxe corner) was very cold when we arrived. We choose this hotel for the location and the comfort of the bigger size of the room.We tried to warm up with a very noisy heating system but after 12 hours nothing happen. Very early in the morning we went down due to the cold and at the front desk they gave us one blanket more and a small electrical (noisy) heating system that we used to warm up the room and the big bathroom ( there is no heating system over there). In the morning a technician came to the room and told us the winter was very cold in San Sebastian and the the heating system was too small for the size of the room. Basically he admitted that the room does not meet the customer expections. At the front desk they were able just to ask us if we want to move to a smaller room and they never offer us a compensation for this downgrade. At the checkout they did not even offered a small discount or a breakfast as goodwill gesture for all the disconfort that we had. I am very disappointed with this poor customer experience and with the fact that there was also no general manager during all this time. The hotel is new but a 4 stars hotel is another way of hospitality and customer service. The only good experience was in the breakfast room in the morning,the people working there are very professional. At the bar when we arrived the first evening we ordered 1 tapas and they came up with another one saying that the one we ordered was over,but they did not asked us if we wanted it. At the front desk during out complaint a worker said bad words in spanish thinking that we do not speak spanish...Last but not least, I did not receive an email with the customer service assessment after I checked out. After this stay I am sure that I not book anymore with Abba hotel chain when I am travelling to Spain. Very poor customer service and according to my experience this hotel is not value for money. Definetely not a 4...

1st impression of this hotel was excellent, lady on reception was friendly, professional and helpful. My room wasn't ready so she stored my bag and I went for a drink in the bar where I met a fabulous bar man who was so friendly made me feel so at ease. However on entry to my room I realised it was nothing like the picture of the room I booked. No balcony on the river side of the hotel, after checking with reception I was told no rooms available with a balcony. As I especially requested this an email to say it wasn't available would of been nice as I would of changed the hotel. Still the room was nice, lots of space, free water and small bottle of wine. lovely deco, table, desk, 3 chairs. automatic sliding door to the bathroom. But yet again no where to put stuff especially in the bathroom and very noisy from road traffic, view wasn't great either. After returning I went for an evening meal only find they were only serving on the roof terrace. I was finally given a menu (in Spanish) so wasn't sure what I ordered, when it came it was ham on toast, tasty but not very filling. I asked to pay and was told to wait and yes I waited and waited until I gave up and went to ask at the bar. frankly I just wanted to get out and go into town for something to eat. overall a nice hotel but I didn't...

We had a corner room with a balcony facing the river on the top floor, which I feel was the best location in the hotel.|(Bear in mind there are trees in front of the hotel so it’s not a river view). |Location is perfect for exploring - 5 mins across the bridge to Old Town. 5 mins to the surfers beach and 10 mins to La Concha. Everywhere is walkable.|Beds were super comfy with pillows I wanted to take home 😂|We were there for Big Week which meant fireworks every night - the roof top bar was perfect for this as it was very busy elsewhere.|The bar has a very slow service though.||The main thing that let the hotel down was breakfast. It was tasty but not much choice. The waitress who was there every day was friendly and worked hard - however she appeared to be doing everything. Checking guests off, replenishing food and clearing tables. This meant that quite often tables were stacked with plates, tables not turned around and sometimes there was limited food out as she could not keep up. |We never once had our plates taken away whilst sat there, having to do it ourselves to some degree. |For a city know for its food, we expected a bit more.||The staff in general were all very pleasant and helpful but I think it felt quite understaffed for the...