Ganbara Hostel

I spent a few nights here with friends and was really happy with the stay. The hotel is well located, and the rooms are clean and practical, with lockers and security cards. Special thanks to Abdul, the manager/gatekeeper. He helped us check in, was accommodating when a friend wanted to join at the last minute, and reacted quickly when small issues came up, like the lockers giving us trouble. He speaks several languages, including French, English and Spanish, so communication was easy.

The location is really good, and the hostel is okay, though nothing special. The kitchen is nicely equipped, and the rooms were clean. Towels cost extra from a disgusting vending machine if you don't bring your own. The bathroom lock was broken, the shower was tiny, and there's a small common area with an uncomfortable couch. Still, something is better than nothing.

There was nobody on site to help when problems came up, so you had to call a number. That gives you an idea of the customer service. On my first night, even though I'd booked a bed in a 4 bed shared dorm and paid for that, I was put in an 8 bed dorm. The next morning I had to change rooms, but had to check out of the first one on time without knowing when the other guest would leave. I ended up waiting with nowhere to go and no support. The cleaning and repair staff had no idea what was happening. I'd also been given a bed number for the following night, but that bed was occupied. I had to call again to get another one. Maintenance was poor too, with lots of mould and many broken locks. This was one of the worst hostel stays I've had. I'll never return.

The facilities were clean and well organized, the rooms were big enough and well equipped with ensuite toilets, and the showers were right by the room door. I stayed for one night before flying out of Bilbao airport, and had a very good experience. The description clearly explained there would be no personnel and that check-in was online. That meant I could arrive later in the evening without worrying about making it by a set time, and check out easily on my way to the airport.