Hotel Melia Bilbao

The Level Lounge was another letdown. A private event meant the proper lounge was closed, with no warning beforehand. They moved it to a conference room that lacked the atmosphere and standard of an exclusive lounge. The bigger issue was damage to my car while it was parked in the hotel's private garage. I reported it as soon as I noticed it when leaving. A staff member inspected and recorded the damage, and said the person responsible could be identified from the on-site camera footage, especially as a camera covered that spot. Later, though, the hotel sent only a brief reply saying nothing showed up on the recordings. I find that hard to accept. Either the camera wasn't working or the hotel chose not to share what it showed, and neither is acceptable. After I followed up, the hotel's insurance sent a short response saying nothing further could be done. The hotel then left it there. As a Platinum Member, I expected a more professional, customer-focused response from a five-star hotel with this reputation. The way they handled this was outrageous. For the price and the standards the hotel claims, I can't recommend it. The service, transparency and response to problems were deeply disappointing.

Parking is available, and the hotels suit everyone from families to people travelling alone. I've stayed at several Meliá Hotels and have never been disappointed. The rooms, staff, locations, food and amenities have all been outstanding. You get what you pay for.

The one thing that needs attention is the shared areas. The corridors were dirty during all three days of our stay. Otherwise, the hotel was good value. We found the staff friendly and helpful, and our room was clean, spacious and had a comfortable bed. The location worked well, between a shopping centre and a park. It was a 10-minute walk to the museum, 15 minutes to the bridge and around 20 minutes to the city centre. The heated pool wasn't very warm, and it was chilly in mid November. Breakfast cost 25€ and was worth it, with lots of high-quality options for different tastes, both sweet and savoury.

There's a heated outdoor pool, though it's small and covered, plus a sauna and workout room. The hotel was renovated last year, and the lobby looks modern. I don't understand the bedroom carpet, though. Floors would be easier to keep clean. Our room was spacious, clean and comfortable, with bathrobes, slippers, a separate tub and shower, facecloths and double sinks. It looked out over a park and river. There's a shopping centre across the street, and a lovely 15-minute walk along the river to Guggenheim museum. Breakfast was great. The front desk could have been friendlier. When my husband asked an older gentleman for smaller change for tips, he said there wasn't any. A few minutes earlier I'd asked and got change while he was counting a wad of cash. Maybe he didn't want to provide extra service while counting it.