Hotel ILUNION San Mamés

I left some clothes in a drawer on checkout morning and returned that same day to retrieve them. Housekeeping had apparently taken them, but they weren’t listed in lost and found. That’s disgraceful for a hotel like this. Service generally isn’t up to standard, either. There’s no housekeeping before 9am, so bring your own iron if you need to press anything. The room design is interesting, though.

Aritz at reception made each of my three visits especially good. He was consistently friendly, professional, and ready to go the extra mile. As a visitor from the UK, I felt welcome and looked after every time. I stayed at Illunion San Mamés during Manchester United’s Europa League campaign in March, April and May 2025. The modern facilities were comfortable and spotless, and the location made it easy to get around Bilbao. I’d gladly recommend it for football trips, business, or leisure.

The receptionist, Maria Gonzalas, was on her own with a queue and a ringing phone, but stayed polite and completely unflustered. Her English was excellent and she gave us useful food recommendations. A lovely welcome from someone clearly overworked. The hotel is modern and downtown, within walking distance of the Old Town. Our room was beautiful and quiet, with a comfortable bed and pillows and a great shower. Great value, too.

The big screen of calm waves in the lobby gives a first impression of luxury, but the basics let the place down. The beds were really uncomfortable and the pillows thin. Towels were worn out, scratchy, and didn’t dry well. There are two televisions in the rooms for some reason, while the smart thermostat won’t go below 23c. They seem focused on the modern look and flashy features. I’d rather they focus on giving guests a decent night’s sleep.