Mercure Bilbao Jardines De Albia

We enjoyed our 6-night stay at this hotel. The staff were very kind and helpful, especially with sorting out the bus timetable and giving us sightseeing tips. One of the main reasons I chose this hotel was the spa facility. When I found out that the spa (excluding massage services) was out of order, I was a bit disappointed. I wish this had been mentioned on the website, as the spa was a key reason for booking this hotel. That said, the gym was still available. If you're travelling by car and plan to use the hotel’s parking garage (€20 per day), make sure to reserve a spot in advance, as it can fill up quickly. Overall, the facilities were nice and the atmosphere was friendly.

Part of the reason i chose the hotel were the images online which showed the nice linens, stylish rooms (and wallpaper), location and the breakfast. There is something to be said for getting into a comfortable bed with really nice sheets. The breakfast was first rate and had a real array of foods, both in the local style and in general. The service at the desk was, in a word, lovely. I was there for five days and they would recognize me when i left or returned.

Great location and comfortable rooms, but service and facilities need improvement The hotel’s location is excellent – right in the centre of Bilbao with plenty of bars and restaurants within walking distance. The rooms themselves were very comfortable, well-maintained, and the housekeeping team was friendly and did a great job. Bar and restaurant: Service in the bar and restaurant during the afternoons was fantastic – staff were warm, attentive, and made guests feel welcome. The only disappointment was that the outdoor terrace remained closed during our stay (late July, with temperatures in the high 20s) and staff couldn’t explain why. Reception and service: Reception was the biggest let-down. It’s located right by the doorway entrance, but during our four-day stay we were never greeted or acknowledged when passing through. The team came across as disengaged and unhelpful, and there’s no concierge service available. Spa facilities (or lack of): The hotel is marketed as a “hotel and spa,” but the reality was very different. At check-in, we were told the spa was downstairs but weren’t informed that the spa baths had been closed for some time, with no sign of any reopening date. Spa treatments (massages, facials, etc.) were also fully booked until the end of August, and the spa staff seemed uninterested and unwelcoming when we enquired. Complaints to reception were met with an “it’s not my problem” attitude, and there was no follow-up from management. If a spa or pool is important to your stay, check other local hotels – many have them fully operational with outdoor terraces as well. Breakfast: Breakfast can be chaotic if you arrive later in the morning, as the restaurant is too small for the number of guests and tables are very limited. Car park access: Be aware that the car park entrance is not on the same level as reception. If you arrive on foot, you’ll need to climb several flights of stairs to reach reception. There’s a locked door at the lower level by the car park with no intercom, which could easily be improved. Overall, while the rooms and location are great, the lack of spa facilities and unhelpful reception service were disappointing – especially given how the hotel is advertised.