Ratings based on 895 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 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 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.
by A verified traveler
Posted 5 Oct 2023
We enjoyed our stay. Everything was clean and well-kept with attentive and accessible customer service. The pool was nice for the time it was open.
by A verified traveler
Posted 24 Sep 2023 on Hotels
by A verified traveler
Posted 21 Sep 2023 on Hotels
by A verified traveler
Posted 18 Sep 2023 on Hotels
by A verified traveler
Posted 18 Sep 2023 on Hotels
by A verified traveler
Posted 16 Sep 2023
by A verified traveler
Posted 9 Sep 2023
Although the hotel is about 10km from downtown Bilbao, we had a car and could drive back and forth.
What I thought was uncomfortable was the sliding glass bathroom door, right next to the headboard of the bed. One person couldn’t go to the bathroom and turn on the light without getting the other person fully awake. Zero provacy
by A verified traveler
Short stay on the outskirts of Bilbao
Posted 14 Aug 2023 on HotelsWe enjoyed our two night stay at Hotel Puerta de Bilbao. It was a good base to explore the city. Our triple room on the seventh floor was comfortable, and having a bath and separate shower cubicle was useful. The reception team were friendly and helpful. Our daughter loved the pool.
