Top Apartment rental agencys in Donostia-San Sebastian, Spain

After checking out at the time and day we were supposed to check out, the hotel kept messaging us saying we were still inside the property. Even days after we left! Very unprofessional, I've never experienced something so ridiculous. Thank goodness the website where we booked, Booking, resolved this issue for us, with lots of apologies. We never received an apology from Basque Stay, for wrongfully accusing us of overstaying and bothering us with several messages and phone calls, days after we left. I will not book any of their other accommodations again.

Absolutely disgusting accommodation, dirty, filthy, full of mould, bed bugs. We booked the room for 4 adults and the sofa bed is in just next to the front door. No privacy at all. And we notified the owner that we arrive at 6pm. It says will send the instructions how to find the room but it was never sent. And there is nobody answer any phone enquiry on a Thursday afternoon 6 pm! Then the room is lack of basic stuff, only a few towers, no rubbish bin, 80% sockets without electricity, dirty dishes in fisher washing machine from previous occupier. And after we made complaint, they only send a duvet and an extension! Nothing else!

The worst apartment I have ever stayed! Please do not book any accommodation from that company. The apartment condition is very bad, almost all the sockets not working, we have booked two bedrooms apartments for 4 adults but it’s only 1 Bedroom, also no clear instructions for the pick up the keys and location of the apartment, we have spent almost two hours to find it ourselves. The customer service adviser never pick up the phone and do not speak any English at all. Last but not least, the bed has bed bugs , my parents wake up with rash on the skin and very inching . So do not take any more booking from that company🙃, they just not accepting in many ways

Our experience with Basque Stay through Airbnb was disappointing. We booked a 5-day trip in October 2022 and encountered issues upon arrival. There was a noticeable wine stain on the ceiling, which we chose not to communicate at the time.

However, upon departure, we were surprised to find a rude comment on our Airbnb review, blaming us for the stain without any prior communication or inquiry. This lack of professionalism and courtesy was disheartening.

It's concerning that the hosts didn't address the issue directly with us or their cleaning staff before making accusations. This suggests a lack of attention to detail and communication on their part.

We attempted to address our concerns with Basque Stay, but received no response or apology. Their disregard for customer feedback and refusal to engage in meaningful dialogue is disappointing.

In hindsight, I would advise others to consider alternative accommodations, such as a traditional hotel, to avoid similar experiences. It's important to support businesses that prioritize customer satisfaction and communication.

Conclusion:
Overall, our experience with Basque Stay fell short of expectations. Lack of communication, unprofessional behavior, and failure to address customer concerns demonstrate a disregard for customer service. I hope Basque Stay takes steps to improve their practices and communication with future guests.

Not recommended. The apartment was as advertised but only the bare minimum provided. One pillow per person. One old ragged towel per person. Two wine glasses for an entire apartment sleeping 5 people. Signs all over the place about all the fines you will incur for the smallest things. Absolutely no attempt to make the apartment cozy or comfortable … just the absolute minimum that they can get away with. Also, the floor had lots of sand from prior guests that wasn’t cleaned prior to arrival. Better to just stay in a hotel or with a different company that actually cares about the guest experience.

A total ripoff! The appartment was decent, but for a tiny Ikea glass table that broke we got charged 300€ without further explanation how they got to this amount (cause an equivalent piece costs max 80€). Then they also didn't pick up our calls or answer our mails, so I definitely wouldn't recommend.

Excellent location on Zurriola beach San Sebastián.
Great communication from booking to leaving.
Excellent service all round. Would highly recommend.

Una muy eficiente agencia de apartamentos de vacaciones, con muchos años de experiencia y una plantilla muy eficaz para resolver el más mínimo problema. Disponen de apartamentos en sitios emblemáticos de la ciudad y bien decorados.

We stayed in 2 different apartments managed by Jaio Rentals 2 years in a row. Both were absolutely perfect experiences. Very professional management, well equipped and thoughtfully designed apartments, prompt and helpful communication. Top notch rentals in Donostia, you won't go wrong in any of their apartments.

Perfecta ubicación.
Apartamento bella easo, precioso!
Completamente equipado.
Las habitaciones muy espaciosas.
Dos cuartos de baño.
Decoración muy agradable y acogedora.
Sin duda volveríamos.

Straordinario l'appartamento offertoci da Jaione, sia per la posizione in centro cittá sia per il raffinato gusto negli arredamenti, senza contare poi la gentilezza e disponibilitá di Jaione quando abbiamo avuto bisogno di indicazioni sui posti da visitare o necessitá del suo aiuto. Un 10 e lode!!!! Sicuramente da ripetere.

Perfect location and a beautiful apartment equipped with everything you could possibly need for a long-term stay. Jaione is a lovely host that provided us with recommendations for our stay in San Sebastian and all the help that we needed. Absolutely loved everything about the apartment and the city. Can't wait to come back and use Jaio rentals again!

Gran profesional, mejor persona. Atención excelente. Perfecta ubicación y apartamento bien equipado y con la calidez de un hogar. Eskerrik asko por todo!

Una gran profesional y una cartera de apartamentos de una gran calidad y muy bien presentados y cuidados. Muy recomendable!!

Perfecta ubicación y apartamento con todo lo necesario para una estancia en familia. Que tenga parking viene genial porque lo aparcamos y fuimos andando a conocer la ciudad que está a cinco minutos. Está además a dos calles de la playa. Nuestro apartamento era el Ocean

Caro. No hay nada en el apartamento. Ni una cápsula de café para la máquina que hay. Me han cobrado €35 extra por early check in🤦🏻‍♀️

Amazing apartments and great people!!

Stay away from them, they are very in considerate and rude. Cancelled early in March as we cannot travel there due to COVID, they're refusing to give us even a partial refund and not willing to consider circumstances. Greedy and now ignoring me. AirBnb contacted them and the host still refused, instead asking for compensation from Airbnb, Utter greed. They will be nice when taking your money but will not talk to you when you need help. Shame on them.

We have been trying to speak to them about a cancellation due to COVID19 and they are abrupt and inconsiderate. Theyve changed their refund policy to say free cancellation until 9th June but refusing to refund any of our money when we informed them in March.
They are robbing us and dont care, even ignoring Airbnb’s request to discuss mediation
Unethical

In relation to your reply this is totally in correct. Airbnb have asked you to refund and you refuse due to your refund policy. We cancelled other airbnb's in Spain and got most of our money back. You even refused even if you re book the apartment. Talk about greed.

This people are not serious. Beware of doing business with them. I made a reservation which was never completed and nevertheless they charged the full amount and never gave it back. I had to go through Airbandb to get my money back. I got my money! But, they Intended to unfairly and without any right keep money that was not theirs..

Very nice apartments and professional staff!