Ercilla

After a long flight from Chicago we were able to check in early. We have a quiet room, a breakfast buffet that is included and the nicest people working here. The hotel restaurant is available for drinks (made from scratch) and the food is very good. The servers take excellent care of you , and we enjoyed our meal over 2 hours, sitting and talking, enjoying our glass of wine, no time constraints. Very enjoyable and relaxing. The breakfast buffet has a wide selection of food to choose from. The rooftop terrace is open in the evening, the views are spectacular and the bar is open, what a wonderful way to end your day in Bilbao Spain. Overall a wonderful experience at this hotel.

Very nice hotel in the heart of Bilbao and close to the stunning Guggenheim Museum. We were able to explore the city on foot. The room, located on the 11th floor, was very spacious and offered a beautiful view of the city rooftops. The bathroom, although a bit outdated, was equipped with a bathtub. The provided products were of high quality, and the bedding was very comfortable. We had a great stay and recommend this establishment.

When we arrived at this hotel we were told that they had no booking for us. We later figured out what had happened. We had booked on-line for the night we arrived and also for a week later. The booking system confirmed both our bookings (we had both confirmations) but, unknown to us, the system overwrote the first booking with the second booking. The hotel received only the second booking. Notwithstanding, the man on reception insisted that the hotel was not responsible and that we had made the error. He said that his information could not be wrong. After nearly an hour, he found us a room and we ended up paying more for a much inferior room. In our experience, many other hotels would have been more accommodating, more helpful and more respectful in these circumstances. Surely the booking system is primarily the responsibility of the hotel. We had written confirmation in our hands of the booking but he dismissed it. The room he put us into was very ordinary compared to the one we had a week later (and which we paid to have on the first night there). Some of the other staff were helpful during our stay but we could not get over our frustration of this first encounter. We have learnt not to make two reservations at the same Marriott hotel in the one booking session. After the first reservation, close the booking window and start again for the second one.