Great service, wonderful room. Nice neighborhood, next to Metro station, Primark and El corte ingles across the street...

Terrace bar and breakfast were adequate. Food was tasty. The pool heater was broken. There was no gym either. The staff is outstanding. They were courteous and professional. Came through with my requests easily and that was the bonus.

Clean and comfortable rooms but amenities such as pool we had to pay to a third party, this was a misrepresentation of the hotel pricing !

Roof terrace is useless and staff not very helpful.

The room was lovely and the hotel building was modern and well located, however we had a few issues which affected our stay: 1) spa access is not included in the price which was not made clear on Hotels.com at all, you have to reserve access separately 20 EUR pp, just for access to the pool and sauna for 50 minutes. The reception staff were unhelpful about this; I appreciate that the spa is a separate company but reception did not offer to help us book or give us any other information; 2) the staff were generally unhelpful at check in, providing nothing except room keys (no info booklets etc) and no help with bags / recommendations etc which we would expect at a 5 star; 3) we had emailed and messaged ahead asking to ensure there were 2 separate beds, we got no replies and upon arrival the bed was set up as one king - we had to call down and have this fixed; 4) the room was only cleaned once in our 4 night stay - we often had a do not disturb on in the morning but there was always time in the afternoon when we were out and yet it would not be cleaned.

Clean rooms, staff was very responsive and helpful. Service was excellent and Pablo was very helpful with directions in terms of fun, architecture, places to see and food. Will definitely be going back on our next visit to Bilbao.

Customer service 1000% rooftop for breakfast a must, beautiful maintain and location on point PERFECT LOCATION

Great hotel in the best location for discovering Bilbao!

Disappointing- we arrived after the common check-in time and the room wasn’t available. No offer to leave our luggage so we would be able to explore the city. The far in advance provided request of a second duvet, hasn’t been processed and required a reminder. The TV had his on mind and turned on every few minutes also through the night. Informing the staff didn’t change the situation- so we disconnected the television from the plug ourselves. Opening hours of the sauna is too short - only till 20:00. unfortunately not the quality and service i would expected from a five star hotel

Pablo told me to go to the wrong garage my rental was stuck there for Monday cause it was closed then charged me 127 euros to get it out Tuesday. Horrible advice

Great location. Will stay again for sure

Great location and comfortable room.

STAY AWAY! This hotel unfortunately is being managed by a very irresponsible, uninterested and unmotivated staff. We were so excited about staying g at the property but ran into a horrible experience. At check in they had already selected our room. Asked for a different room but was denied. When we got the room it had not been cleaned. Dust everywhere and the bed had NO SHEETS OR COMFORTER. We were in shock! The safe was locked. Amazingly they took TWO days to clean the room regardless of how many calls we made. They offered a different room that was smaller and lower floor. At the end of our 3 night stay we tried to talk to the Manager who had "been away" Easter Sunday and Monday and she basically dismissed us without hearing all the story. She gave us "points" to make it up. DO NOT STAY IN THIS HOTEL!

The room was clean and comfortable. However for a 5* hotel you expect things to be kept up tomspec. Instead the room was falling apart with rust around the bath, plastic peeling off the shower and ripped furnishings. It's also disappointing to know there is a pool but it costs an additional 20 euros per person per use.

Not a 5 star. Forgot to clean our room, forgot to refill shampoo, coffee etc. No extra pillows available.

5star hotel 1 star experience room not cleaned, no umbrellas, no slippers or robes

This hotel is extremely stylish - lovely design of the rooms and shared areas. The front of house staff are friendly and helpful. The location is central, close to the main shopping areas and restaurant. But it’s perhaps a little noisy and lively at night time for us. A couple of things let it down. Spa and pool access comes at a cost, we were told €20 for one hour. Also our room turndown was poor. They hung up towels left on the floor and didn’t leave clean ones, the bed was not well made and they didn’t refresh the water. For a 5* property, you’d expect more.

One reason for booking this hotel was the access to a pool. To use the pool the cost was €20 per person which we felt was unacceptable. When staying at a hotel after a day of sightseeing we always like to have a drink in the bar and a read of a book before finding a restaurant. The area allocated was outside and adjoining the restaurant, so on a wet day impossible to use. At a 5* hotel this should provided.

Perfect location! Amazing 7th-floor restaurant (book ahead), metro right outside, and an easy walk to the Guggenheim and cute cafés.

Clean room nice bathroom kind staff