We stayed 3 nights in this hotel based on the high Tripadvisor ratings. The pre-check by internet is a nightmare. I checked in my wife and myself and thereafter got a blizzard of texts that we were not checked in. The food in the restaurant is very good and a good value. But, charges to our room were overlooked on our checkout bill. We went to a nearby city and began receiving emails that the $60USD bill was delinquent. A link was provided to pay by credit card. The same credit card on file that paid the room charges. That link would not accept the same credit card. We called the hotel. They said they could not accept the credit card payment by phone. Several days later when back in Bilbao we took the tram to the hotel to pay the bill and complain to front desk. We asked to speak to the manager. We were told he was busy. When I told them i would write a critical Tripadvisor review, they said they would get him. We told them to forget it. The young women at the front desk are very nice and try to help. But they are obviously overworked and cannot overcome bad IT systems used by management. The owners of this hotel should correct this. We were due to stay at this same hotel after our hiking trip. I cancelled the 3 day stay and booked...We stayed 3 nights in this hotel based on the high Tripadvisor ratings. The pre-check by internet is a nightmare. I checked in my wife and myself and thereafter got a blizzard of texts that we were not checked in. The food in the restaurant is very good and a good value. But, charges to our room were overlooked on our checkout bill. We went to a nearby city and began receiving emails that the $60USD bill was delinquent. A link was provided to pay by credit card. The same credit card on file that paid the room charges. That link would not accept the same credit card. We called the hotel. They said they could not accept the credit card payment by phone. Several days later when back in Bilbao we took the tram to the hotel to pay the bill and complain to front desk. We asked to speak to the manager. We were told he was busy. When I told them i would write a critical Tripadvisor review, they said they would get him. We told them to forget it.
The young women at the front desk are very nice and try to help. But they are obviously overworked and cannot overcome bad IT systems used by management. The owners of this hotel should correct this. We were due to stay at this same hotel after our hiking trip. I cancelled the 3 day stay and booked the Hotel Gran Domine which is much more expensive but has a great front desk staff, a great concierge (this hotel does not have a concierge), and superb breakfast staff.
This hotel is also a far walk up the hill from the old town and in 100 degree weather which we had was an unpleasant walk.
No one at the front desk apologized to us for the inconvenience of having to deal with their bad management/ billing systems.More