Casual de las Olas San Sebastián — Hotel in San Sebastián

The hotel was nice and the front desk staff were helpful. The room was comfortable. I would have given 4 stars based on our overall experience at the hotel. However, there were two management-related problems that affected this rating. First, there was no record of our special request for a pet-free and quiet room that was made when we booked weeks in advance. Although the request was printed on our confirmation, the front desk had no record of it and the hotel was full, so we had to take a room near the elevator, washrooms and breakfast room. Also, we were informed that all rooms were allowed pets. In my experience, hotels usually allocate certain rooms for pets because of allergies, so this is something that should have been communicated well in advance. Second, we had booked for five nights, but we asked if we could transfer to a Casual hotel in Bilboa on our last night and the front desk person did not have the authority to do this. The request had to go to management and there was no response from the manager, even after several attempts. The staff at the hotel should have the authority to accommodate requests and make changes to...

I liked this hotel! The location is great, only a 10-15min walk from the center. There’s lots of services around as well as buses etc. ||The reception is tiny and can be crowded at times. ||At first we had a double room (with two twin beds as requested) but it smelled of cigarettes so we were given another room with one double bed. I think that they should have knows the room smells (as it had been cleaned after the previous people left). ||The room was spacious and modern. The bathroom was a little small but it was ok. ||Our room faced the courtyard and was very quiet. There was also a balcony. ||The breakfast was good with a nice selection of savory and sweet items. ||On the day of checking out we left very early (before 6). The breakfast has already been set so we asked if we could grab something to go (our booking included breakfast) but we’re declined this opportunity. This seemed a little strange as we had paid for it and would only had taken a couple of croissants.||So not a bad option at all, but service could have...

Amazing hotel and incredible staff ! |Have stayed at this hotel a few times on winter sun break. It’s the perfect spot , not right in the centre and a nice stroll into town.||I had a very bad fall outside the hotel , on wet tiles . The staff member and police etc were amazing . She arranged the ambulance who were there in minutes.||Not only that , the staff member phoned me in hospital a few hours later to check on me . She also met me from the taxi back from hospital to ensure I got across the walkway and into the hotel .||She was amazing , like the great people of San Sebastián who immediately came to my aid . She and the team then went out their way to help over the remaining days of my holiday . ||Thanks again to the team and Christina .||I intend to write to the company to highlight the care...