"We have stayed at this LASALA in San Sebastian many times in the past 8 years and have rated it one of our top hotels in Europe. No longer. From the moment we entered we were aware of a coldness and lack of excitement. Being told to sit in low lying seats for reception and check in, signing a list of “hotel rules” almost being lectured by the staff on what to do and not to do put all of us in a contradictory and defensive mood. Looking around the lobby and restaurant we noticed no one was there. And this was true over the 5 days of our stay. When questioning the staff they appeared timid and unsure to make any comments other than changes in both decor and walk in policy for dining or cocktail had been made. The hotel went from an atmosphere of high end vibrancy to dull lifelessness. The menu offered was limited and the food was marginal.
Let me also emphasize a few things. The hotel was clean and the restaurant, rooftop bar, and cleaning staff were very good. Reception staff was not cold to say the least."
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