voco Bilbao - City

Easy to find, a little bit out of the hustle and bustle but it was a very nice and new hotel.

Great hotel with amazing staff, super clean and the bed was very comfortable. Great stay for people who can walk into the city, as the location is slightly outside of the main city centre. Other than that, absolutely recommended!

Enjoyed the stay. Room was spacious and wel equipped. Location was decent to both old town and new parts. Staff excellent and very welcoming. Only issue was short staffed breakfast on first morning, which meant breakfast was chaotic. Ok second day it was back to normal and much calmer. Would stay again

Very disappointing stay — poor service and basic facilities We booked three rooms for a holiday stay. As we were staying for only one night, we felt that the check-in staff member, ***, treated our party as less important and not worth assisting. We had requested several months in advance for higher-floor rooms and to avoid corner/end rooms. We fully understand that these were requests rather than guarantees, and we were not demanding an upgrade or insisting that they had to be met. However, given that this was our only night at the hotel, we reasonably hoped he would at least check whether any more suitable rooms were available, explain the room allocation, and treat us with basic courtesy. Instead, his manner was abrupt, dismissive and unhelpful throughout. He gave only very short responses and showed no willingness to look for an alternative or offer any practical solution. Most shockingly, when we raised a genuine concern about the service, he told us that we were “wasting his time.” When we then asked to make a formal complaint and requested management contact details or an official complaints channel, he said that he would call the police. We still cannot understand why a guest asking to raise a legitimate complaint, after being treated so poorly, would be met with a threat to call the police. It was intimidating, disproportionate and completely inappropriate in a hospitality setting. The hotel’s facilities and service were also far below what we would expect from a voco/IHG property. There was no kettle in the room, so I called the concierge to ask whether one could be provided or whether hot water was available. The response was very abrupt: I was simply told that the hotel does not provide this facility. When I asked how guests were expected to make tea, I was effectively told to stick with coffee, as that was all that was available. There was no helpful alternative offered, such as hot water, a flask or a kettle. This is a very basic facility that we would expect from a hotel of this standard. The shower-room layout was also extremely poor, with virtually no private space to get changed; it felt exposed to the entrance/corridor and bedroom area. We also did not feel comfortable with the immediate surrounding area, even during the daytime. This is, of course, not entirely within the hotel’s control, but it added to an already disappointing experience. Based on the service, basic room facilities and layout, this felt closer to a one-star experience than a hotel carrying the voco and IHG name. Staff training, guest handling and complaint procedures require urgent improvement.