Hotel Mercure Jardines de Albia

Very disappointing — would not recommend

We booked a family room for three people for 5 nights, and unfortunately the experience was frustrating from the start. The room was extremely dark, with a tiny window facing a narrow interior shaft — absolutely no natural light or proper ventilation. It felt claustrophobic and depressing, especially for a longer stay.

We asked to change rooms, but were constantly given the runaround:
• First they told us to come back in the morning.
• In the morning, we were told to come after 2 PM.
• When we came at 3:30 PM, they said it was too late — we should’ve come before 3 PM (!).

It was clear they had no intention of helping. We couldn’t even unpack our suitcases, unsure whether we’d be moved or not.

The receptionist was especially unhelpful — cold, unfriendly, and seemed more interested in avoiding responsibility than assisting guests.

We’re staying for five nights, not just one or two. Living in a dark room with a view of a concrete wall is unacceptable. We expected much better from a Mercure hotel. Really disappointed

Great location and comfortable rooms, but service and facilities need improvement

The hotel’s location is excellent – right in the centre of Bilbao with plenty of bars and restaurants within walking distance. The rooms themselves were very comfortable, well-maintained, and the housekeeping team was friendly and did a great job.

Bar and restaurant:
Service in the bar and restaurant during the afternoons was fantastic – staff were warm, attentive, and made guests feel welcome. The only disappointment was that the outdoor terrace remained closed during our stay (late July, with temperatures in the high 20s) and staff couldn’t explain why.

Reception and service:
Reception was the biggest let-down. It’s located right by the doorway entrance, but during our four-day stay we were never greeted or acknowledged when passing through. The team came across as disengaged and unhelpful, and there’s no concierge service available.

Spa facilities (or lack of):
The hotel is marketed as a “hotel and spa,” but the reality was very different. At check-in, we were told the spa was downstairs but weren’t informed that the spa baths had been closed for some time, with no sign of any reopening date. Spa treatments (massages, facials, etc.) were also fully booked until the end of August, and the spa staff seemed uninterested and unwelcoming when we enquired. Complaints to reception were met with an “it’s not my problem” attitude, and there was no follow-up from management. If a spa or pool is important to your stay, check other local hotels – many have them fully operational with outdoor terraces as well.

Breakfast:
Breakfast can be chaotic if you arrive later in the morning, as the restaurant is too small for the number of guests and tables are very limited.

Car park access:
Be aware that the car park entrance is not on the same level as reception. If you arrive on foot, you’ll need to climb several flights of stairs to reach reception. There’s a locked door at the lower level by the car park with no intercom, which could easily be improved.

Overall, while the rooms and location are great, the lack of spa facilities and unhelpful reception service were disappointing – especially given how the hotel is advertised.