Axel Hotel San Sebastián - Adults Only

“This was one of the worst experience in a hotel we’ve ever had and it was our honeymoon”

I am writing to formally express my deep dissatisfaction regarding our recent stay at Axel Hotel San Sebastián from 18 May to 23May. My husband and I had chosen your hotel to celebrate our honeymoon after being together for 39 years and recently marrying. We booked what was presented as one of you… more

I am writing to formally express my deep dissatisfaction regarding our recent stay at Axel Hotel San Sebastián from 18 May to 23May. My husband and I had chosen your hotel to celebrate our honeymoon after being together for 39 years and recently marrying. We booked what was presented as one of your top suites at approximately €350 per night, expecting a standard of hospitality, professionalism, and comfort reflective of the premium price charged. Unfortunately, our experience fell far below acceptable standards. While I would like to acknowledge that the two female receptionists were warm, professional, and extremely helpful throughout our stay, our interactions with one long-standing male receptionist were entirely unacceptable. His behaviour towards us was consistently rude, dismissive, and at times openly aggressive. Prior to arrival, we had informed the hotel that we were celebrating our honeymoon. Upon entering the room, we found a bottle of champagne on ice and contacted reception simply to clarify whether this was a gift from the hotel or from family or friends. The matter was handled in a strangely evasive and unprofessional manner, and after later discovering that my brother had arranged and paid for the champagne himself, we were informed that he had even been asked to send an email because the hotel intended to charge him merely to leave a congratulatory note in our room. This alone reflected a disappointing lack of hospitality. Following this interaction, the attitude of the receptionist in question noticeably deteriorated further. One incident was particularly unacceptable. Housekeeping failed to provide bath towels in our room, and when I politely requested them from reception, the receptionist insisted — incorrectly and in an increasingly raised voice — that we already had them. He repeatedly confused dressing gowns with towels, rolled his eyes at us, stormed away in frustration, and ultimately threw items towards me in an aggressive and disrespectful manner. Two other guests standing nearby witnessed the exchange and appeared visibly shocked by his conduct. When I calmly asked whether I had been rude to him in any way, he admitted that I had not, before dismissing his own behaviour as “miscommunication.” It clearly was not. His conduct was wholly inappropriate for someone representing a hotel of this standing. In addition to the poor service, the hotel itself was deeply disappointing. The suite was exceptionally small, lacked adequate storage space for two adults, and forced us to live out of suitcases throughout our stay. The layout was impractical and badly designed, particularly considering the premium price charged. The breakfast offering was equally underwhelming, with minimal selection and hot food repeatedly served cold. On several occasions we had to ask for food to be reheated. Overall, the quality fell far below what would reasonably be expected from a hotel positioning itself at this level. What made the experience particularly disheartening was the complete absence of even the smallest acknowledgment of our honeymoon by the hotel itself. No card, no welcome note, and no gesture of congratulations despite this being clearly communicated in advance. By the end of the stay, we found ourselves wanting only to spend as little time in the hotel as possible. Rather than feeling welcomed and valued as guests celebrating a major life occasion, we left feeling disappointed, uncomfortable, and extremely let down. I believe this experience warrants serious review by senior management. We paid a premium rate expecting a premium experience and received neither the standard of service nor the hospitality your hotel advertises.

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