Radisson Collection Hotel, Gran Via Bilbao

I am writing to express my strong dissatisfaction with the additional charges on my final invoice (AFP6B00512) and the substandard level of service provided during my stay between March 20th and March 22nd, 2026 (Reservation: 1H82PSLN). Upon reviewing my bill, I noticed a "Service Charge" of 100.00 EUR charged to my Visa card. I did not use any room service for food or beverages. I would like to clarify the following points regarding the "services" provided: Room Maintenance Issues: The hairdryer in my room was broken. When I requested a replacement for my elderly and ill mother, I was told by your staff that there was "no one available to bring it" as they were alone at the reception. Missing Amenities: There was no wine opener or adequate glassware in the room. I had to specifically request these basic items. Lack of Housekeeping: On the second day of our stay, our room was not cleaned. When I called to request cleaning, I was told the staff was "too busy." Consequently, I had to request basic necessities like clean towels and toilet paper myself for a room that remained uncleaned. Charges for Essentials: When I requested water for my sick mother, I was told it was extra. While I reluctantly agreed to the water charge, I see a 100 EUR charge on my bill. If you are charging 100 EUR for delivering clean towels, toilet paper, or a wine opener to a guest’s room—especially when the room was not cleaned as it should have been—this is completely unacceptable for a Radisson Collection property or any hotel in Europe. I demand an immediate refund of the 100.00 EUR (excluding the cost of the water if applicable). If this matter is not resolved promptly, I will escalate this complaint to Radisson Corporate, relevant tourism boards, and all consumer protection platforms. I look forward to your immediate confirmation of the refund. Sincerely, Hande Cicek +905433240644

It´s an amazing place to enjoy the beautiful city of Bilbao. All the staff team has made the right efforts to welcome us and to make our stay as well as possible.

I recently had one of the worst hotel experiences in a long time. When I arrived, basic amenities such as slippers were missing from the room. I tried calling the front desk, only to discover that the phone was broken. Because of this, I was suddenly relocated to another room and had to bring all of my luggage down to the reception myself to collect a new key. Unfortunately, the new room also lacked amenities. On top of that, I found a large clump of hair in the shower, the room had an unpleasant odor, and the overall cleanliness was far below acceptable standards. When I returned to the hotel in the afternoon, I found that my room had not been cleaned. I spoke with a housekeeper who happened to be in the hallway and asked if they could come back in an hour—yet the room remained uncleaned even after that. I then went to the reception again, only to be told that there were no housekeeping staff available and that the manager was also not on-site. I was told they could do nothing, not even offer a room change. The receptionist even said, “We’ve tried contacting the manager but can’t reach them at all. It’s crazy, right?” What’s actually crazy is not the manager being unreachable—but the fact that the entire hotel seems to be operating without any proper management at all. They claimed they could replace my towels “in an hour,” but given everything that had happened, I didn’t trust that either—so I requested them immediately. This is essentially a hotel where you have to do everything yourself. To add to the disappointment, I had made a same-day booking because my flight was canceled. As a premium member, I should be eligible for an upgrade when available. Despite many higher-category rooms clearly showing as available, no upgrade was offered. The hotel seriously needs to address the black mold in the shower, ensure that amenities are properly stocked, and provide proper training to the staff. Above all, operating without a manager present has clearly resulted in a complete breakdown of service standards. This stay gave me an unfortunate glimpse of what happens when a hotel is left without competent leadership.

The hotel was in a great location, so central to everything. The rooms were spacious and comfortable, with amazing bathrooms with rainfall shower wet room, but one towel for 2 adults is not adequate, we asked for more and were given 1 more! Breakfast selection was good and provided in the stunning roof top restaurant but with one attendant service was slow and items frequently ran out and were not replenished.

One of the worst experiences in recent memory. A New Year's Eve trip that ended in a complete disaster. The air conditioning in the room was set to cool, causing the temperature to drop below 17 degrees Celsius. The staff didn't resolve the issue for several hours. A room change was arranged at 11:30 PM on New Year's Eve!!! The next room had the same situation, but the temperature was over 25 degrees Celsius. The Michelin-rated restaurant was also a complete disaster. The food was below par, likely prepared several hours before serving, making it stale, especially the seafood. The service was insufficient for the number of guests and completely unprofessional. Besides, this was probably the first time I spent New Year's Eve without music and decor. Given all this, the least of my problems was that the 10% restaurant discount turned out to be just another unfulfilled promise. And of course, there was no reaction from the hotel management upon check-out, no apology, no explanation of the situation.