When we arrived there was a staff member doing laundry. She indicated our room would be ready within the hour which was fine since we did arrive 1 hour ahead of check in. She told us which room we would have and it was ok for us to leave our luggage next to our room so she could complete her cleaning. She mentioned when we come back our key would be ready. That was the last time we saw any staff. We stayed at this pension for 3 days 2 nights and never saw any staff member at all after that first morning. Thank goodness we caught the staff person that morning when we arrived otherwise we probably wouldn't know what to do. It's unfortunate because everything else was good. We did leave feedback on the card they left in our room. Simple things such as the need for extra pillows, a safe, perhaps a luggage rack, etc would be nice to add. Other than the lack of service staff, stay was good.
Location of this pension is excellent. It's centrally located in the Old Town part of Bilbao, close to stores, tons of tavernas and restaurants. Room has a great view of the street and was very clean. Breakfast was sufficient. It is self serve so you need to make your own coffee pot, etc.