I have unfortunately had to deal with racism here. i don't recommend anyone to book this hotel, if you have a tan. it is a beautiful building, but that is all.

The hotel is honestly very beautiful but all of that gets thrown away when you have such terrible service, we entered with 6 bags and the staff didn't even feal bothered to help a little. We carried our 6 bags with four people into the 4th floor. When we got to our room neither the air conditioner and the wifi worked. Today as we were leaving, we called for the staff to help us with our bags and all they did was bring the cart so we could carry everyrhing down. Ohhh and a extra point is that they dont have valet parking for their 15 minute walk parking lot. I do think the architecture is nice, but that is the only thing the hotel has going for it.

I did few days in the Carlton hotel and the experience was good! The service was nice and but not only the rooms were big and comfortable! Location is great, it is located in the center. Walking distance to the “river”.

Building itself is fantastic as well as the breakfast. Nevertheless the staffs are unmotivated to work, no smile, and not even talk how my stay at their hotel was. My room is smelly like in kitchen. The AC was hell hot. Despite its location, I don’t recommend to stay here longer, just one night is enough to have the atmosphere of old Bilbao building.

We had a very comfortable stay. Best sleep in 3 weeks in Europe! Enormous and quiet rooms, comfy beds and a gorgeous building inside and out. Staff were not overly friendly but efficient. Only downside was the cleaners came in even though the 'do not disturb' sign was out - super annoying when in the middle of changing clothes. Complimentary minibar was a plus. Gym was a great addition and very clean, with a sauna and change rooms. Highly recommend.

Really nice hotel and a good selection of food at breakfast

Called the hotel to order a bottle of champagne for some good friends that I knew were arriving that day and wanted to have it waiting for them in the room as a surprise. Gentleman that picked up the phone at the front desk was acting like this was the oddest request ever and used the excuse that he couldn't find the guests' reservation to get out of having to do it. I've been to many hotels all over the world an this is a VERY easy and basic request. Very odd that a 5 star hotel couldn't accommodate it. Probably your employees need some training.

It does look like a lovely hotel and the rooms have recently been done up. However, bad air conditioning, old looking bathrooms, lack of modern facilities in the room such as bluetooth speakers and USB charging and thin walls where hearing your neighbours conversations make this feel like a 3* hotel not a 5*. If you go not expecting too much you can't go wrong with the price and the location, if you want to be pampered, go elsewhere where the staff and rooms are suited to the money you pay. You get what you pay for here.

We stayed here for a long weekend trip to Bilbao. Hotel couldn't be more centrally located. Spend more and ger a room with a balcony view out over the square. Hotel has a fantastic breakfast with a wide range of options. Lots of original features in the hotel and hasn't been moderned up so if you appreciate classic old style rather than mod cons this is a good choice.

Classy hotel with history but we'll maintained.

Pros - location, nice interior, big room, great bed Cons - lack of towels, dimly lit rooms, noise travels easily, no biscuits with the drinks :( Great location, as central as you can get, but it's the little things in the rooms which let it down a bit. But let's be honest, it's the attention to detail which should make it a great stay. You could hear the water in the pipes up and down the building, in both the rooms and the hallways (I understand it's an older building so can't really complain about that); the noise also travels form the hall through to the bedroom quite easily, meaning that even through two shut doors i couls still hear people coming back in the early hours of the morning. The towels they provided were only large ones, not a medium + small for hair and face as well. Rooms got a bit dark in the evening as there wasn't a central light, only 3 small lights for one big room. Also those last one is slightly petty, but while there are complimentary drinks (coca cola, beer and water) in the mini fridge, there were no biscuits with the tea and coffee :( I mean, if I can get it at a 3 star hotel I would hope to see in in a 5 star one.

We stayed in Room 413, a superior room. Looking at the front of the hotel, it is the room on the 4th floor with the round window. The room was spacious with a super king comfortable bed. The bathroom had a bath tub and over bath shower. There was a complementary minibar, coffee pod machine and kettle. We were very satisfied with the accommodation, staff and location.

4.5 stars. Great place to stay. Located both next to an airport bus stop and the metro station. 10mins walk from Guggenheim. Check-in easy and staff very helpful proving recommendation. Room was clean and spacious. Room service cheese cake was great at midnight. Room quiet and bed very comfortable. Happily recommend.

Situated right in the heart of Bilbao, this hotel deserves its 5 star rating. Rooms are exquisite, cleaned each day with complimentary drinks refreshed. Breakfast is self service with a large variety of pastries, breads, cold meats, cheese, fruits, cereal as well as hot food bacon, sausage and eggs with omlete to order.

Rooms nice and clean. Breakfast good choice. Bar in Hotel an absolute disaster particularly the staff in it. Have no personality whatsoever. Check in staff also a bit hit and miss. But the Hotel is exceptionally well located.

Pro: Excellent location Nice staff Spacious room Small, but well-equipped gym Cons: Rooms have dated design Torn towels Scratched and cracked walls, chipped paint, torn carpet Shower head full of scale Walls way too thin, could hear water pipes with both doors closed

The best possible location and a gorgeous property. It is a little bit old and hence huge rooms. There is a bath tub, bidet and a lot of space but not the best mattress or pillows. Great room service and checkin/out. There's a metro a couple of steps away and it's the best area with a lot of restaurants and bars, just unbeatable. The staff is polite and you feel in an old movie when staying there. Wouldn't stay anywhere else in Bilbao!

Don’t stay if you want to be comfortable. We checked in and found the room to be unbearably hot. We attempted to turn on what seemed to be the air conditioner. After several conversations with the staff, it turns out: there is not individual air conditioning or heat for the rooms. There is a central unit controlled by one person, in the morning, who determines if the building should be blowing cool or warm air. Strange thing, there’s no air blowing at all in either room we had. If it is too hot they provide fans for the room. If it is too cold, they provide heaters in the rooms. This is 2023, not 1926! A 5 star hotel and I can’t control the temperature in my room? I also don’t think this hotel deserves the 5 stars or the high user reviews. The rooms are tired. It looks like a stuffy old style hotel in decline.

Bang in the middle of Pamplona right on the main square. Perfect location but of course that comes at a price. Safe underground valet parking and tremendously friendly and helpful team from the front desk to the kitchen. Currently now only breakfast available but plenty of places to eat all within walking distance. One of the best hotels we’ve come across

Beautiful hotel, gracious and friendly staff, delicious breakfast, and room was beautiful. Location was also perfect. I didn’t have time to get stamps for postcards so hotel sent them out for me. (The one minus I had was that room did not have enough light so it made it hard to do work at night.) Otherwise it was perfect and will definitely come back.

Very elegant hotel. Very friendly staff.

Very classic grand Hotel on one of the best locations of the cosy and great rooms. Extremely affordable especially if you you just arrived from barcelona.

My go to hotel whenever I am in Bilbao. For the last 20 years! I really won't stay anywhere else. Excellent service. Location is prime. Every room I have stayed in has been amazing.

Very average hotel in need of an update. Can’t recommend staying here

The hotel is in very good location and well maintained as heritage hotel

Great location. Friendly staff. Luis at the front desk was really helpful!

Beautiful hotel in an amazing location. The staff were very friendly and helpful. The breakfast buffet is great, catering to a wide variety of tastes. Our room was beautiful, spacious and comfortable. The only minus, in our opinion, was the bed. It was very firm, too firm for our liking but perhaps fine for others. Easy walking distance to the Guggenheim and good shopping.

Very ni e hotel, rooms are great. Staff is very friendly. Breakfast is superb.

19th century decor but our room was bang up to date with an excellent bathroom. Right in the heart of the city. Need to reserve the hotel parking which is expensive but there is a public underground carpark a couple of blocks away.

A beautiful old hotel centrally positioned. Quite beautiful

Very specious room and very clean. The roadside traffic can be slightly noisy but it dies down at night. Can’t complain there.

Positive: Overall pretty good hotel with good service, friendly staff, well located centrally in Bilbao. The rooms are kept in good condition, are clean and are well furnished. The beds are good and comfy, we slept very well. Good breakfast! Negative: The dinner was really poor. Restaurant opens late, atmosphere in the restaurant in below expectations and food quality and taste was average at best but not what to expect in a five star hotel. Summary: Good place to stay but go somewhere else for dinner.

Poor service even I have an appointment with a guest in hotel, questioning if I could use the service or not…

The best localisation in Bilbao. The rooms are very comfortable and big. Service is very good. I recommend this hotel.

Great, old-fashioned place. Really lovely to stay in such a traditional hotel with wonderful reception service. Restaurant was cold, brightly lit and disappointing service and food.

Nice, big bed for a single person. Very clean. Free drinks in the mini fridge including beer. Helpful and friendly staff. Right in the centre on the city in the nice area and with the bus stop to the airport next to the hotel.

Wonderful hotel in front of the Center plaza! 5 min by walk from guggenheim

A very nice place to stay in Bilbo. The bedrooms are very comfy and big.