Let us start with the fact that we are Club Accorhotel Platinum members, so we know quite a bit about the Accor hotels and their standards.
The Mercure Monte Igueldo is for sure not a 4-Star hotel anymore. Important renovation works were conducted in (possibly some of) the rooms but this is certainly not enough to maintain this hotel to the 4-Star level.
There are two kind of issues :
. First one - the completed renovation works are not enough. The common parts of the hotel with very old-fashioned design are still weak points, as you can see from the attached pictures.
Also to be noted : a significant weakness is the weak and unreliable wifi, with no access in our room.
Thus, an important additional investment plan is needed, to bring it to a 4-star hotel, which would then make it to a MGallery or Sofitel level based on the amazing view this hotel has over the Bay of La Concha.
. Second issue and unfortunately not the least : the service which is unreliable and sometime very poor. We were confronted to two staff issues that we are dealing directly with the management of the hotel and Accor in Spain. One issue was an arrogant member of staff, rude and certainly not well trained to be standing on the front line with clients.
Also, the Mercure Monte Igueldo staff does not always apply the Accor general policy rules, which we are complaining also directly with Accor management in Spain.
These two staff issues can either reflect a lack of training before putting staff in front of the client or insufficient hotel management of the concerned staff members. This may makes the Mercure Monte Igueldo an unreliable hotel, which may not be pleasant when we surely want to have a good stay !
And bad luck, we also had one of our personal items (cloth) removed away by the room/cleaning staff along with the dirty laundry and linen. So an official complaint has been filed regarding our missing item.
A 5-star view does not make a 4-star hotel and current issues make it no more than a 3-Star hotel. Personnel issues can even lower its standard category to a 2-Star hotel.
However, the positive points were :
. Amazing views from the corner rooms where we were.
. A very friendly and enjoyable Public Relations lady, available on site from Monday to Saturday, between 16:00-19:00, and who organized Pintxo Tour for lunch and dinner time.
. A friendly and helpful room service staff ; they are not part of the hotel staff but are from a Bilbao-based company to which Accor outsources the cleaning of the rooms. read more