Pausoka - Basque Stay

Finding a cockroach the next night was the last straw. Even before that, getting into the apartment was a nightmare: they hadn’t clearly explained that the keys were somewhere else, so we had to carry our luggage to another building and then back again. Don’t count on an Uber either, they don’t have those in the city.

The photos on Booking.com don’t show the apartment’s actual condition, which made our wedding anniversary trip to San Sebastian a huge disappointment. We paid €926 for four nights, including a required €65 cleaning fee, yet the place was completely filthy. The supposed double bed was just a frame with two single mattresses, uncomfortable and unsuitable for a couple. Worst of all, the duvet had no cover and was visibly stained. We told Basque Stay how unhappy we were, but they did nothing to make it right.

My parents woke with itchy rashes from bed bugs. This was the worst apartment I’ve ever stayed in, and I’d warn people away from this company. We booked a two-bedroom apartment for four adults but got just one bedroom. Almost all the sockets were dead, and unclear directions for both the apartment and key pickup left us spending nearly two hours trying to find it ourselves. The customer service adviser never answered the phone and didn’t speak any English. They fail in too many ways 🙃.

Booking, the website we used, eventually sorted the problem out and sent us lots of apologies. Basque Stay never apologized. We checked out at the scheduled time and date, but they kept sending messages and making calls, even days later, claiming we were still inside and accusing us of overstaying. I’ve never had such a ridiculous, unprofessional experience. I won’t book any of their other accommodations.