My friend and I were very excited to stay at Santa Clara and the communication with them was, to start with, good. They contacted me on WhatsApp the day before and asked for our arrival time and I gave them an approximate of when we would arrive in San Sebastián. They asked us to confirm the time with them 15min before arriving, which we did. When we arrived to the guest house, no one was there to greet us. Other guests let us into the building but there was no one there from Santa Clara. More guests arrived, and none of us could get into contact with anyone from Santa Clara. We called them around 10 times, and sent several messages without a response. My friend and I had a dinner reservation at 20:00 and were hoping to check in at 16:30. At 18:00 we were still left stranded, with no place to live and without communication from Santa Clara. At 18:30 we had to start looking for another place to stay, which wasn't easy on such short notice. At 19:00, 2,5 hours after our agreed upon check in time, we got our first call from Santa Clara. They told us that they had had technical problems with their phone and "didn't want to disturb us on our day trip"; even though they had all of our contact information on AirBnB and easily could've contacted us from another phone. Furthermore, they also knew our approximate arrival time and could've waited for us at the guest house. We wanted to spend the afternoon in San Sebastián before leaving for our dinner reservation, instead we had to camp out with our luggage and chase hotels and hostels in order to get a place to stay. The only positive part of our "stay" with Santa Clara was that they granted us our full refund.