Barceló Bilbao Nervión

RE: management’s response regarding different room configurations. Thank you for clarifying, I’m aware of different types of rooms, which is why we chose ‘superior king’ to make sure we have adequate space. However the room we got was neither superior, nor king. If fact, a room like that should not be a part of a 4 star hotel at all. I can’t even imagine what your ‘standard’ room looks like. This is definitely not a 4 star hotel. The lobby and location are nice, but that's about it. Customer service and rooms are atrocious. Front desk staff was very indifferent to guests' experience and showed zero inclination to help. I've gotten more hospitality from a toaster at airbnb than from them. Also, while checking in, I witnessed a gentleman, who only spoke french, trying to get help with parking at the hotel. The receptionist's reponse was (in english) "I understand what you are saying, but I cannot help you as the garage is operated by another company". No intent to even try to help to resolve an issue with parking that YOUR hotel provides. We booked a superior room with king bed and got ... a shoe box with barely a full bed. The room was so small, I had to shuffle sideways to get around. We were lucky that we only had small carryon suitcases as there was absolutely no room for anything bigger. There were no drawers to put your things away at all, so we had to have suitcases on the floor during the entire stay. At one point I needed to use the ironing board and I had to sit on the bed to iron as there was no room to stand. There were no hooks in the bathroom to hang your towels, so the only option was the floor. The shower door didn't close properly, so there was water everywhere. On top of that, during the shower, water temperature changed from cold to hot randomly, which made it for a very unpleasant shower. I've heard other guests complain about this issue as well. Mini fridge in the room did a great job at keeping your water at room temperature. Really glad we only booked 2 nights and I was so happy to leave.

THE WORST CUSTOMER EXPERIENCE I’VE EVER ENCOUNTERED ****BE WARNED**** I rarely leave reviews, but my experience with this hotel was so frustrating and unprofessional that I feel obligated to share it. From the beginning, the management team was completely unreachable and the supervisor was never available at any point, no matter how many times I called or emailed. It was almost impossible to get anyone who actually had the authority to resolve issues. What makes this situation even more disappointing is that I never even stayed at the hotel. Due to an unexpected emergency, I attempted to cancel my reservation months in advance of my check-in date. Despite the early notice and the circumstances I explained, the hotel still refused to provide a refund. There was absolutely no flexibility, no empathy, and no effort to work with me even though they had more than enough time to rebook the room to someone else. This level of service is unacceptable for any hotel, let alone one marketed as a 4 star property. A true 4-star hotel prioritizes guest satisfaction, communicates clearly, and handles situations with professionalism. This hotel did none of that. If you’re considering staying here, I strongly recommend looking elsewhere. The lack of communication, poor customer service, and refusal to resolve simple issues are clear signs that guests are not a priority. Save yourself the stress and choose a hotel that actually values its customers.

Location is perfect, everything is walkable. Train to the mountaintop, the Guggenheim, both old and new town. Service is also excellent. You really experience this a as a modern hotel. The beds were slightly wobbly, not weird as ours were on wheels. And in the shower there is not much circulation, so there are some spots which are obviously harder to clean. Still a very good experience.