Akelarre - Relais & Châteaux

Modern and stylish hotel with exceptionally friendly staff. Everyone we encountered was helpful, accommodating, and truly went the extra mile. The rooms are spacious, all offering ocean views, and the spa treatment was both relaxing and enjoyable. That said, two aspects could be improved. First, the cocktail program falls short of what you would expect from a hotel associated with a 3-star dining experience. Second, the room design and descriptions are misleading. The "Panoramic Deluxe" category is advertised as offering a wide, panoramic ocean view, and all photos on ******* show that specific layout. However, not all "Panoramic Deluxe" rooms match this description. Some are simply a slightly larger version of the lower-tier "Double Horizon" category, without the true panoramic layout. When we raised this concern, the response was that room configurations vary and no alternative "Panoramic Deluxe" room was available. This was especially disappointing given the +20% price difference. In reality, we received what could be described as a "Premium Double Horizon," offering only about 10m² more space than the regular version. This feels misleading and is not acceptable for a hotel of this caliber. The property should update its room categories with clearer sub-types and transparent descriptions to avoid future guest frustration.

I left the hotel after one night due to serious safety issues: a spa fixture detached inside the water, exposing metal components, and I suffered a hand burn from a boiling-hot steam tap with no signage or warning. The minibar in the room didn’t work, and staff offered no assistance, apology, or concern. Management responded coldly and defensively, showing no willingness to address the situation. What’s presented as a luxury experience is, in truth, a dangerously flawed and unaccountable operation. Be cautious.

While every review of Akelarre already highlights the breathtaking beauty of the resort—the striking architecture, stunning views of the Bay of Biscay, and the intimate luxury of a small number of suites—I want to echo that this property is truly exceptional in every way. But what really sets Akelarre apart is the level of personalized, world-class service that goes far beyond even five-star expectations. From the moment we arrived, the concierge team was always available, incredibly responsive, and genuinely warm. Every staff member seemed to know us by name and made us feel completely at home. It's rare to find service this intuitive and consistent. A standout moment came on the first day of our stay, during what turned out to be one of the worst power outages in Spain and Portugal's history. Remarkably, we didn't even notice—the hotel’s private backup generator kept everything running smoothly. But when the staff tried to confirm our lunch reservation and taxi, they couldn’t get through to any vendors due to the blackout. Without missing a beat, Lucie graciously offered to drive us to the restaurant in her own car. She walked us in, explained the situation to the staff, and didn't leave until we were seated with wine and appetizers. That level of care and thoughtfulness is rare and deeply appreciated. It turned an unexpected hiccup into a memory we'll treasure. We came here for a special occasion—our 40th birthdays and our anniversary—and left feeling like we’d been guests in someone’s home. Akelarre is more than just a luxury hotel; it’s a place where every detail is intentional, and every guest is treated like family. Could not recommend more highly. We can’t wait to return.

We found Hotel Akelarre through a search of Michelin star restaurants in San Sebastian. After a very busy several days in Barcelona, it was such a treat to totally relax and be taken care of by your attentive, friendly and thoughtful staff. We had a spectacular experience with everyone on your staff, but particularly enjoyed Javier and Nekane. They went above and beyond to make our stay as comfortable and enjoyable as possible, allowing us to rest and be pampered. The room was perfect, and I was particularly impressed with the closet storage...traveling for 10 days requires many belongings, and not having to trip over our things was much appreciated. The entire hotel is stunning. The view over the sea was so impressive, and overlooking the countryside seeing the local area was very special. All of the food was so fresh and immaculately prepared...dinner at Akelarre was an incredible gastronomic experience that we will never forget. Admittedly, there were more than 13 courses and it was a very late night, and some of the courses we didn't actually eat because they were more visually impressive than tasty. There was a regular use of gelatin that was somewhat offputting at times. That said, it was a spectacular hotel and experience, thank you so much for one of the best hotel stays we have ever had!