Ratings based on 940 Verified Reviews
4.3 Room cleanliness
4.2 Service & staff
4.1 Room comfort
4.2 Hotel condition
Expedia Verified Reviews
by A verified traveler
Posted 1 Nov 2024
Very friendly staff. Rooms were very clean and comfortable
Comment from Hotel Management
4 Nov 2024 by Guest Service Dept., Hotel Management
Dear guest,Thank you for your kind words.We appreciate that you have taken the time to share your opinion and evaluation of your experience at our Hotel Puerta de Bilbao.It is a pleasure for us to offer the best possible service to our guests, and we are glad that this commitment was reflected during your stay.Thank you again, and we look forward to your forthcoming visit.Have a nice day!Best regards,
by A verified traveler
Posted 20 Aug 2024
Not enough shampoo , coffee, and cups in the room. The rest was fine 👍
Comment from Hotel Management
8 Sep 2024 by Guest Service Dept., Hotel Management
Dear guest,We greatly appreciate that you have taken the time to share your opinion about our hotel and your kind comments for improvement.Best regards,
by A verified traveler
Posted 18 Aug 2024
Hotel muy bonito y en excelentes condiciones. A pesar de no estar en la ciudad, ofrece fácil movimiento a la misma usando el metro de Bilbao, con la estación situada a menos de 15 minutos caminando. Los alrededores tienen opciones de comida rápida y almacenes, aunque el área residencial cercana es un poco obscura
Comment from Hotel Management
8 Sep 2024 by Atención al Cliente, Hotel Management
Estimado Cliente,Gracias por dedicarnos una crítica afable y positiva. Para nuestro equipo, recibir este tipo de comentarios significa mucho.Gracias por habernos elegido. Esperamos contar con su visita en una próxima ocasión.Saludos cordiales,
by A verified traveler
Posted 5 Aug 2024 on Hotels
Comment from Hotel Management
8 Sep 2024 by Guest Service Dept., Hotel Management
Dear guest,Thank you for choosing our hotel for your stay and taking a few minutes of your time to write a review.Best regards,
by A verified traveler
Posted 26 Jul 2024 on Hotels
Good location
Clean
Secure parking €15
Extensive maintenance on pool- not open
Would stay again.
Comment from Hotel Management
26 Jul 2024 by Guest Service Dept., Hotel Management
Dear guest,Many thanks for your marvellous review.We are delighted to hear that you enjoyed your stay at our Hotel Puerta de Bilbao very much and we sincerely regret the unexpected inconveniences with our pool.We hope to welcome you back in the future.Best regards,
by A verified traveler
Posted 18 Jul 2024 on Hotels
Comment from Hotel Management
19 Jul 2024 by Guest Service Dept., Hotel Management
Dear guest,Thank you very much for taking a few minutes of your time to rate your recent stay at our Hotel.We appreciate that you send us your opinions and suggestions for improvement.We look forward to seeing you on your next visit.Best regards,
by A verified traveler
Posted 13 Jun 2024
Where to start? Ok...we had several choices for hotels in Bilbao but chose Hotel Puerta for 3 nights because their main selling feature was a functional outdoor pool, which my daughters wanted to use, especially since the weather was nice. The pool was in great condition but closed to public 'until end of June'. No reason given. We could not cancel or shorten our stay because it was booked via Expedia, apparently.
Parking is terrible. There's no loading area in front of the lobby and directions send you to the back in a nearby parking area. Parking itself requires a lengthy route back to the front street, a 2 minute drive to a roundabout, doubling back, taking another roundabout well past the hotel, and then making a left down a back street to the parkade, which is 17 Euros/day. Make sure you give them your licence plate (even if a rental) because they will make your return to have the privilege of parking with them. They issue a piece of paper with a scannable code for the length of your stay -it's far more complicated than it needs to be.
Staff were not helpful at all and were mostly rude. It was as if we were an inconvenience and they forgot they work in the service industry. Front desk folks would pass responsibilities to others rather than taking care.
I asked for a space to work since the rooms are small and they said I could only rent a space for 50 Euros.
Expect to pay for absolutely everything and expect terrible service, especially if you speak English.
Comment from Hotel Management
14 Jun 2024 by Guest Service Dept., Hotel Management
Dear Mr. Jeremy,Many thanks for taking a few minutes of your time to share you opinion about your recent stay at our hotel.We regret to hear that your family did not enjoy your stay with us. However, allow us please to make a couple of comments:Our parking service costs 15 per day. All websites specify the cost and that it is not a free service. Our parking is located in the same building as the hotel, on floor -1 and the entrance is located at the back of the building.Our pool is outdoor, non-heated and seasonal. In all websites it is specified that it is seasonal. Due to the unstable weather in northern Spain, its opening is normally from mid-June to mid-September.On the other hand, we regret that you have thought that we have not valued you as our guests because all nationalities are welcome at our hotel.We apologize for not not being able to meet all of your expectations, and we thank you for choosing our hotel on this occasion.Best regards,
by A verified traveler
Posted 23 May 2024 on Hotels
Comment from Hotel Management
1 Jun 2024 by Guest Service Dept., Hotel Management
Dear Mrs. Soares,Thank you for your perfect rating about your stay at our hotel. For all the staff at Hotel Puerta de Bilbao your review means a lot. Thank you for sharing your experience with other travelers. We would love to see you again very soon. Best regards,
by A verified traveler
Posted 19 May 2024 on Hotels
Comment from Hotel Management
21 May 2024 by Guest Service Dept., Hotel Management
Dear guest,Thank you for taking a few minutes to share with other travelers your wonderful rating of your stay at our Hotel Puerta de Bilbao.We look forward to welcoming you back in the future.Best regards,
by A verified traveler
Posted 25 Nov 2023
The drains in the shower/bath stink! The whole room smells of toilet/drain smell.
The drains in the shower and bath are clean so it must be the central drains of the hotel.
I had to stuff towels down the drain to stop the room stinking.
Also the hot breakfast was cold! Every day, cold.
There are no hot plates under the hot food and the heat lamps above are too high.
I complained one day, the chef made me fresh hot eggs but it was the same the day after and day after that (stayed for 4 nights).
These things need sorting out, its not acceptable for a 4 star hotel.
The staff were very friendy and helpful which was great. The hotel was nice apart from the 2 things i just mentioned.
Parking is 15 euro a night which is not mentioned on the listing!! So be aware.
However, parking outside is free but you'll be lucky to find a space so its worth paying it in my experience.
