Radisson Collection Hotel, Gran Via Bilbao

I recently had one of the worst hotel experiences in a long time. When I arrived, basic amenities such as slippers were missing from the room. I tried calling the front desk, only to discover that the phone was broken. Because of this, I was suddenly relocated to another room and had to bring all of my luggage down to the reception myself to collect a new key. Unfortunately, the new room also lacked amenities. On top of that, I found a large clump of hair in the shower, the room had an unpleasant odor, and the overall cleanliness was far below acceptable standards. When I returned to the hotel in the afternoon, I found that my room had not been cleaned. I spoke with a housekeeper who happened to be in the hallway and asked if they could come back in an hour—yet the room remained uncleaned even after that. I then went to the reception again, only to be told that there were no housekeeping staff available and that the manager was also not on-site. I was told they could do nothing, not even offer a room change. The receptionist even said, “We’ve tried contacting the manager but can’t reach them at all. It’s crazy, right?” What’s actually crazy is not the manager being unreachable—but the fact that the entire hotel seems to be operating without any proper management at all. They claimed they could replace my towels “in an hour,” but given everything that had happened, I didn’t trust that either—so I requested them immediately. This is essentially a hotel where you have to do everything yourself. To add to the disappointment, I had made a same-day booking because my flight was canceled. As a premium member, I should be eligible for an upgrade when available. Despite many higher-category rooms clearly showing as available, no upgrade was offered. The hotel seriously needs to address the black mold in the shower, ensure that amenities are properly stocked, and provide proper training to the staff. Above all, operating without a manager present has clearly resulted in a complete breakdown of service standards. This stay gave me an unfortunate glimpse of what happens when a hotel is left without competent leadership.

This hotel is beautiful. So centrally located. Bang across the station. Walking distance to multiple places. If you are lucky you will be greated by Pablo. A great human being and an asset to this Hotel. He gives you that personable feeling and through him you can understand the Basque hospitality. All staff at the hotel were friendly. The beds in this hotel are super comfortable and for the American tourists the beds are large. They are California King size. Lol. I mention this as not many reviews have this information and we worried the beds would be small. The breakfast at this hotel is great and you get to try a lot of options. Bilboa was wonderful. The Radisson collection makes it special. Thank to all the staff and especially to Pablo.

I booked this hotel through my credit card as part of "the edit" program which is supposed to come with extra perks, one of those being a welcome amenity, which was totally missing. Another benefit was room credit which was a challenge to spend at the attached Eneko Basque restaurant. The restaurant was completely empty yet still required a reservation. The bar was also closed and not serving anything due to rain. We made a reservation online to be let in to Eneko since it was our only option for where to spend our credit, after which we were told they didn't know anything about a room credit or if we would be able to use it. A call to reception finally sorted it out, thankfully, but I didn't appreciate being treated with such suspicion. When we first tried to order we were told we didn't order enough food and that we had to get multiple potions of everything. So, we ordered more than we would have wanted and ended with infact, more food then we wanted to eat. Later in the night we discovered our room plumbing wasn't working properly, thankfully this was somewhat resolved when we were provided keys to another room. We had an early flight and requested a take away breakfast which was terrible. I asked for someone that might be pregnancy safe and was provided a ham sandwich (not safe due to listeria risk) so it had to go straight into the trash unfortunately. Overall the building is in pretty poor shape for s 5 star hotel and even with my card benefits I would say it's terrible value and I regret my stay. The only positive was that the receptionist was very kind, helpful, and welcoming.

One of the worst experiences in recent memory. A New Year's Eve trip that ended in a complete disaster. The air conditioning in the room was set to cool, causing the temperature to drop below 17 degrees Celsius. The staff didn't resolve the issue for several hours. A room change was arranged at 11:30 PM on New Year's Eve!!! The next room had the same situation, but the temperature was over 25 degrees Celsius. The Michelin-rated restaurant was also a complete disaster. The food was below par, likely prepared several hours before serving, making it stale, especially the seafood. The service was insufficient for the number of guests and completely unprofessional. Besides, this was probably the first time I spent New Year's Eve without music and decor. Given all this, the least of my problems was that the 10% restaurant discount turned out to be just another unfulfilled promise. And of course, there was no reaction from the hotel management upon check-out, no apology, no explanation of the situation.

I recently stayed at this hotel and had a mixed experience. The property itself feels a bit dated and could definitely use some updates, especially in the facilities. The gym, for example, was quite disappointing — very limited equipment and not really in good condition. The shower in my room leaked water onto the bathroom floor every time it was used, and the toilet made quite a bit of noise, which was noticeable at night. That being said, there were still some positives. The room was clean, and the housekeeping staff did an excellent job of keeping everything tidy and fresh during my stay. The general cleanliness throughout the hotel was actually quite good, which made the stay more comfortable despite the issues. Overall, I’d say it was an average experience — not bad, but not great either. With a few improvements to the maintenance and facilities, this hotel could easily be much better.