1) Ease of access and perfect location for exploring the whole city; 2) Kindness, politeness and efficiency of personnel, good handling of EN and FR; 3) Excellent breakfast (room, variety, quality, personnel, possibility to extend it as a brunch); 4) Small but fabulous restaurant (menu/choices, personnel, speed of service, ambiance, music); 5) Impressive roof garden, with small interior space with lively music and nice service and a large terrasse for sitting outside with stunning all around view of the city.

The room could be a little more spacious/better laid out, to accommodate the reasonable leisure needs of a couple and allow some work on laptop with adequate convenience; perfectible external noise isolation. These minor defaults though did not count for much in the face of the overall outstanding accommodation experience.

BREAKFAST. I am vegan and it's hard to meet my expectations with such food preference but this hotel had a really nice selection of great food that was able to satisfy my appetite. Staff at the breakfast facility was super kind and helpful to show us how to make coffee, and they even offered an empty box for us to pack snacks if we wanted to. This was a super nice touch. LOCATION is AMAZING - couldn't be better, super close to the Guggenheim Museum, surrounded with great stores, restaurants and parks. My room was lovely.

I believe during my stay there was an event in the city that prompted accommodation prices to go up, that was my only little problem, i think my room/stay at the hotel was a bit overpriced.

Many amenities and small grace notes - the staff blew us away with their perceptiveness and kindness. The hotel food was expensive but excellent with value added. Liked many things about the room and bathroom.

Holy cow at times the toilet didn’t flush, our friend was hot and slept poorly for two nights on the 11th floor when the temps could not go below 24.5 even with two engineer visits, and the one time we tried to go to the roof two technicians were in that elevator fixing it. Because this was an upper level hotel there was a sense we wasted money.

Comfy, clean and an excellent concierge who recommended some fabulous restaurants.

Booking.com did not send the payment I made to the hotel. I ended up with an extra £1400 bill to explain I had been overcharged. Eventually after showing my receipts and payment confirmation they agreed to send to their finance department. I am now awaiting the payment. To be fair reception we’re very helpful and nice about it. Really this is booking.coms error. Hopefully they will explain how this happened ?

Breakfast was very good, with lots of options. The coffee is Nespresso, which gives a sense of comfort to those who already use it! The option to enjoy brunch (if breakfast is included) in the Bar Americano instead of the breakfast buffet was a pleasant surprise. The room was small but very cosy. The only thing to point out is that there is a bathtub instead of a walk-in shower. Gym was well equipped, albeit a bit small for the size of the hotel.

The decor outside main areas and rooms could be improved - hallways were bare and outdated. The carpet could be updated too. The car park was a selling point of this hotel, but it was full during our stay. This should have been better communicated since this was one of the main reasons in booking this hotel.

Ercilla de Bilbao is located quite central in the city, within easy walking distance to several tourist destinations, fantastic restaurants, and shopping. When we wanted to book specific restaurant reservations, the staff was very accommodating and communicative, securing us seats as several destinations such as Rekondo in San Sebastian. Our room was quite spacious and the beds were very comfortable. When our flight was abruptly cancelled, we were also able to book another last minute evening at a fair price. Would definitely recommend for future Bilbao trips.

There is a sliding door for the bathroom, so privacy may not always be guaranteed. In addition, our safe wasn't working properly; thankfully maintenance crew dropped by to fix it, but it did take until evening to get this problem corrected.

We were surprised at the location and the lay out of the room though it had no view and was in the second floor. The main entrance is a bit off a main street which was near residential and shopping area. All my favorite sites where reachable via foot. The Guggenheim Museum was a 15 minute walk, the old town was 20 minutes walk but you go through the Grand Via. A nice leisurely walk to the old town was simply unexpected. What I did love was the room lay out. There was an ante sitting room before the bedroom. Very cozy and well lit despite the low floor and no view. I did not mind. Bathroom was also well planned with nice wooden flooring in the shower area. There is a rooftop bar which I also liked but it was almost too cold to sit outside.

The buffet breakfast was not what I expected. It was tight and tables so near each other. But you have the option to have a more ala carte breakfast in the bar area. Had I known that I would simply have gone there. The menu was even more to my European taste

Super location in downtown Bilbao, wonderful, kind and welcoming staff, at all levels. Very good restaurants and cafe options as well as a nice terrace on the rooftop. Room is very good, with good attention to details.

I faced several unpleasant issues waiting for the elevator, seems there is an issue there, at times we had to go down on foot through the stairs. In our room (I don’t remember the number) the AC sound, compressor, was loud. The toilet needs a bit of update/ modernization in my opinion.

The hotel has a history of hosting celebrities, so there's some buzz to it. It's also in a great central location. It's clean and the staff was very friendly, though the building clearly has some history to it, and so some finishes are a bit worn and dated - the style is a mix between mid-century and preppy. The room was very large, with the largest walk-in shower we'd ever been in. Air conditioning worked great, and there were lots of room. The bed was large and very comfortable. The room was quiet and we could prevent all lighting from coming in at night. The breakfast was excellent, with wonderful staff service and a delicious selection.

Our room was a non-smoking room, but since it was fully carpeted, some of the previous cigarette smoke was noticeable upon entering; hallways were a bit dated; no umbrellas to borrow; TV only could connect to YouTube.

The location, first of all, is great, with all the main sights within walking distance. The hotel has a luxurious feel to it, but without being too pretentious, even quite relaxed. They offer everything you need. The breakfast had many options, and the food was good. Definitely recommend!

There are just a few details they could improve the stay with, like netflix on the tv, a toilet brush and more toilet paper - the last one was scarce, to the point we were left without any at all. We had to ask at reception and of course they provided. Also, they provided good vanity kits, but once you've used it, that's it, no more. And they could do with some wall hangers for the towels in the bathroom, there was nowhere to put them, only the radiator.