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Although we booked a "Superior" Room, it felt more like an economy / basic room, with the Shower and Sink not in a separate enclosed room. The extractor for the shower was inadequate, allowing steam from the shower to escape into the bedroom. The shower control was faulty - the thermostat wasn't maintaining a constant temperature, the rainfall shower was making an awful noise and water was leaking from the shower hose pipe. The window didn't close properly, allowing street noise to be audible from within. The room did not have a King Size bed, but instead two separately made up single beds placed alongside each other. This is not a cheap hotel and as such, I felt it represented poor value for money.

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.

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.

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!

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