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

Realmente mi estancia fue increíble, desde la recepción con Pablo y otro joven q nos ayudó increíblemente hasta los señores q nos atendían en el desayuno, el cual estaba riquísimo, Julen y Carmen son maravillosos y muy atentos La ubicación del hotel es increíble cerca de todos los medios de transportes y si vas de compras est ubicado en la av gran vía

Bedrooms - the rooms were sweltering and there is no way to control the heating in the rooms!!! Made for two poor nights sleep! The shower leaked badly in both rooms - meant the bathroom flooded every time you had a shower!

It is located on the Main Street of Bilbao across El Corte Ingles. The car park is a walk but we didn’t mind. The staff were very good and the rooms are excellent.we will definitely stay again.

Beautiful place, friendly staff, the bathroom was amazing, already booked to return. Drinks service was slow but I didn’t really care because I was in no rush. Pool not being included was a shame, so we didn’t use it and it’s €20 am hour for late checkout so we didn’t use that either but it was a really nice place right in the heart of Bilbao

The check in was hit and miss. No explanation of facilities, breakfast times etc. no mention was made of the fact that the restaurant/bar was going to be closed the following evening, nor that everything was going to be closed in the vicinity (it was NYE)

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Self-service breakfast was okay but not easy to navigate where everything was as located on different sides of the room. Bar only had outside seating which was not ideal this time of year. Service was very slow.

All was good and clean

Great location. Very clean. Wonderful for our 3 night stay.

Large and well designed room, central area.

Great central location. Well appointed comfortable and attractive room. Very friendly and helpful staff.

Even though we had a quiet room, there was noise from the rooftop bar - we were the floor beneath. A good hotel in a good location. We didn’t eat breakfast there or use the pool / spa so can’t comment on that

Everything Excellent

A beautiful hotel and very comfortable room. A couple of marks off, as the shower in both rooms, whilst looking amazing, flooded the rest of the bathroom upon use. As it was both rooms, it would appear to be a design fault rather than mis-use. Another mark off as it was not mentioned when booking through Hotels.com that there is a significant charge to use the pool/gym. We were only told this on check-in, and it would have increased the cost of staying by another €100 to our bill. We had chosen this hotel specifically so we could use the pool so this was very disappointing. The opening hours also made it impossible to use as they are very limited - it did not open until 11am, and check-out time was noon.