Akelarre Ostatuta

The second room we were moved to had damp sheets and black mould visibly growing on the walls, and it smelled strongly of mould. Our first room had reeked of cigarettes and ash, making it difficult to stay in. We were walking the Camino del Norte, and after we reported the first room's condition, the hostel did move us. Later, though, a staff member sent accusatory messages implying we had been dishonest about using the shower in that room, even though we had said from the start that we used it. Given its condition, the idea that they might resell it is laughable. The bathroom was in a grim state too, with a broken soap dispenser and a persistent bad smell. Check-in was entirely paperless, with no person to help. That might suit some people, but we found the system unnecessarily complicated, as other reviews have also mentioned. We paid £70 GBP for a double room, much more than the night before, when a couple of monks at a monastery treated us with care and gave us a more comfortable room. The hostel is appearing high on the Buen Camino app while the main hostel in Gernika is closed, so I strongly urge people to look elsewhere. This was easily the worst, least hospitable place I have ever stayed. The manager first agreed that a refund was appropriate but hasn't paid it. He then denied that the photos were of his room and tried to make us doubt ourselves, arguing that we shouldn't have used two rooms. We paid £70 to sleep in a mouldy room, and the customer service was defensive and dismissive, with no understanding or apology. The way this has been handled is dreadful. I'd give it minus stars if I could.

The room had everything we needed, the mattresses were comfortable, and everything was super clean. Communication and check-in were easy and friendly. We were unsure about booking after seeing some negative reviews, but we were more than happy with our stay. It's a great spot, surrounded by bars and restaurants and just a minute off the camino. Glad we stayed here!

The kitchen was so grubby that we had to wash all the food and cooking things we'd brought before using it. Our room was tiny, dated, noisy, and not very clean. We could hear every guest on our floor and above us. We were charged €83 after pre-booking a non-refundable room, and we were too tired to keep walking. At €30 or even €40 it might have been sort of OK, but after three years of travel, this was among the worst value we've had. It feels like pilgrims on the Camino Norte, including us, are being swindled.

The people looking after the place tried to help, but this is not worth 60 euros. I was told I couldn't use the upstairs kitchen, even though it was supposed to be included in the stay. There's no permanent reception as the internet listing says, just a strange self-service system that didn't work properly. My room was tiny, with the shower and toilet in the same space and only half a divider between them. The building is noisy, with regular residents, and the bar below adds a lot of street noise. The heating also didn't work in the evening.