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Fantastic hotel in a great location for all sights and amenities. Staff were super friendly. Rooms were very clean, a great size and beds were very comfortable too. Will definitely use again if we return to Bilbao.

I unknowingly booked a room that was unrefundable. They did not allow me to reschedule my booking & I lost over $500. Be very careful when you make your reservation.

One front of house staff was rude and lied about the spa being closed when it was not—not sure if it was because I’m a woman or because I brought my service dog. Either way he obviously did not want me to use it. We actually had booked the hotel specifically for the spa and were hoping to use other Axel Hotels in the future. Never again will we stay at an Axel Hotel. WORST SERVICE EVER!

Misleading advertisement and management didn’t respond when we complained. I booked a cabin via hotels.com at Finca el Mazo for my family including our two young children. It was advertised as being family friendly with lots of activities including swimming pool, football, games room and basketball. When we arrived, it was apparent there was an organised camp of maybe 100 teenagers including a stage, amplifiers, loud music and cheering etc. While this caused us no distress during the daytime, the groups were using many of the facilities which meant we couldn’t. Particularly the football, basketball and table tennis tables were in use for organise competitions. When it came to bedtime, the noise didn’t stop and in fact got worse. We were kept awake until 2:30am. The noise then started again at 7am. When we raised this as a complaint in the morning, while the staff we spoke to were pleasant and helpful, the management were not on site and contrary to the advert, only Spanish was spoken so as English speakers we found it difficult. I emailed the office email address to complain and nearly a week later I’m yet to have any meaningful response. Hotels.com have given me a small goodwill gesture payment