First Impressions
The exterior is drab - the photos online are clearly a photoshop job - and the interior feels dark and dreary, missing the mark on atmosphere.
Service with a Side of Disappointment
Service was abysmal, except for the concierge team and a lady who I think was named Bea (Spanish/Australian lady) on the roof terrace. The reception staff had as much charisma as a potato, and the waiters on the roof were quite rude.
Room Comfort
On a brighter note, the small rooms were comfortable, with excellent beds and pillows. Each room had a gown, slippers, a coffee machine with takeaway cups, and complimentary water daily, which was great for early risers in a city with few morning coffee options. The shower gel, soap, shampoo etc were a terrible quality - felt watered down. I went out to purchase my own.
A Rainy Day Frustration
I was disappointed by the lack of umbrellas for guests. When I asked about this, the receptionist laughed and suggested I “complain to corporate,” which felt dismissive.
The Roof Terrace
The roof terrace was decent but overpriced, and the Wi-Fi didn’t reach there, which was frustrating.
Facilities
The lifts were tiny and slow, leading to constant waits. The gym was decent.
Final Thoughts
While the location is good, Bilbao is compact; as long as you’re in the city centre, you’re within a 15-minute walk of everything. Overall, the hotel has potential but desperately needs to improve its service and atmosphere.