Palacio Urgoiti  

The actual building is beautiful, well kept and very spacious. The rooms are very spacious, even the standard (which came with our own garden). It needed a good vacuum though. The rooms are quiet and we slept well although they are hot. Parking was free and plentiful. The bar staff are extremely helpful and will go out of their way to make sandwichs, warm milk etc. The grounds are lovely with beautiful views of the mountains. Nice and close to the airport but no airport noise at all. We got a free upgrade after complaing about the hot room. Our baby cried most of the first night due to the warmth of the room, so I expect it was more about putting us out of the way of other guests. We were there for 3 nights in total.

The hotel is very difficult to find using their instructions. The reception staff (all and without exception) are abrupt, in some cases pompous and it borders on discurteous. They will talk about you in Castillian/Spanish if they think you don't understand- but I do!! However, the hotel runs very well and thankfully we didn't have to deal with them too much.The pool is freezing, so don't bank on that in the colder months. The restaurant is expensive and the menu quite limited, we ended up ordering from the bar. Cot is free but they charge you for extra towels for baby- a first for us and we have travelled around the world with her twice! I don't want to put any one off, we would go back, these are just the bare facts.

Apart from a query over having our dog with us the hotel was fine.

A very nice friendly hotel in a beautiful building in a wonderful setting

An ideal venue for a wedding party, very romantic. The staff we've seen are very professional and friendly. The only drawback is a limited menu in the evenings. As the hotel is located very quietly and a car drive from entertainment facilities (though very closely to Bilbao Airport, which is an asset), a delicious gourmet dinner in the evening could be a strong attraction to stay in in the evenings :).

The only emotional "minus" is an unexpectedly unfriendly communication with the hotel manager before our stay in the hotel, it was so unreasonable that I was thinking about changing the hotel for a while, good I didn't, the hotel is nice.

The hotel was very peaceful and relaxing, the facilities were all clean, the food was excellent and the location was stunning.

There was only snack menu available in the evenings during July and August the restaurant was not open.

Beautiful location, very close to the airport but with no sound of planes, pool which was great for our young daughter.

Service is below average. Any time we asked for anything it was like it was annoying to them, even when the towels in our room had been taken away and they didn't leave fresh ones, when we asked for new ones it was a huge deal as if we were lying about not having any towels in our room. The main restaurant was also closed (only open on weekends) and the staff referred us to the local restaurant near by without informing us that it actually doesn't open until 9.30pm which with a young child was not ideal to get there only to discover it wasn't open.

We stayed in a superior room with balcony & it was superb. The hotel is in a great setting with fantastic views around the countryside. The courtyard area is a great place to sit relax, drink a beer or two and have some good food. We will definitely go again.

We did not speak very much Spanish but most of the staff helped us out. We have given the staff an "excellent". Sadly this does not apply to one bar man who took our lack of Spanish as a reason to be surly and rude and sadly mostly refused to use his adequate English to help ease communication. (This in clear contrast to his warm greeting to local/Spanish speaking guests). Although it would not stop us going back, it did tarnish an otherwise excellent experience. He scores "poor". So either swot up on Spanish - or Basque if you can - before you go - or avoid that particular barman!! Otherwise this is a great place to stay.

The location is excellent and overlooks the Basque mountains. The food in the resturant is very good. We ordered one main course and one starter to share and the kitchen nicely divided the food into two nice plates for us.

The hotel is understaffed. When I arrived with my wife in a taxi, we have lots of luggage as we believe in shopping and helping with Spanish economy. However there was only one female receptionist and she infomred us there were no porter or bell boy or anybody at all to help with the luggage. Therefore this hotel is not suitable for old and infirm people that need help with luggage. It is strange why a 4 star hotel requires the guests to pick up and push the luggage entirely

No me ha gustado mucho

En la habitacion que estuve debajo de las mesitas, la pared estaba con bastantes manchas,cuando abres las puertas que dan acceso a la terraza estaban muy sucias igual que la terraza.

La habitación es amplia

Me ha decepcionado mucho. En la cafeteria hacia frio, en general en todo el hotel y cuando llegamos nos comentaron que no se veia ningun canal en castellano, esto durante el fin de semana que no lo puedan reparar porque es fin de semana.... Lamentable. Malas indicaciones para encontrarlo, no esta bien señalizado

Proximidad al golf y piscina

Horario cafeteria. Sólo abierta para desayunos una vez cerrado el restaurante (10h00) por lo que prácticamente obligan a desayunar y pagar buffet 12€/pers. (incluido niños). Cenas; no se abre la cafeteria hasta las 21h00 (no muy práctico para los niños y turistas extranjeros). Además, oferta escasa de productos en cafeteria. Precios restaurante excesivos.

Le confort, le calme, la grandeur des chambres. La proximité de Bilbao. Le Snack/Bar la Terrasse, la Piscine...

Restaurant un peu cher mais de bonne qualité.

Las instalaciones estan muy cuidadas, la decoración de muy buen gusto. El personal muy amable, no funcionaba bien la calefacción he inmediatamente vinieron a arreglarlo. El desayuno muy bien. La tranquilidad y el entorno excelente