CASUAL FUENTES

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The hotel it’s in old Bilbao, cars can’t drive through the narrow streets so it’s hard to get there with luggage. The hotel is one floor in a building, very different to what you’re used to. It’s a crowded area, closed to a lot of things. I would rather have stayed in a different neighborhood.

No onsite staff but the remote-via-Whats-Up staff was responsive

This pension is in a perfect location. It is in the heart of the old town and all public transport is nearby. It is neat and furbished in a Scandi style. However, I only realised after I payed that this pension operates completely online - there is no human being for check in, everything is online. A few hours before you may check in, they send you an access code via whatsapp or email. However, this lack of any human being is not always so smooth, although they do respond on whatsapp if there is a problem. The first is that they do not allow you to leave your bags after check in. They also run a baggage locker business where you can drop your bags (also only online) but it is not free. Second, when I quickly left the pension and wanted to go back in to retrieve my luggage at 11h45 (check out was set for 12h00), the online system already locked me out of the building! This was BEFORE the check out time. I had to plead with some residents to please use my phone to call them on whatsapp to let me back in, just to get out my bags. Although they called me back to check, and they have another pension in the old town, I wonder what would have happened if my esim did not work or there was a problem with my phone. In future if i stay somewhere I will make sure there is some human presence. The other pension I stayed in Bilbao has someone at reception at least in the afternoons and this helped a lot.

The receptionists at Casual Guera are very helpful. They helped sorted out the pin and the storage of my suitcases. Many thanks.

Really great location, nice clean room and helpful staff. I will definitely be back in the future.

Would absolutely stay here again. The room was spotlessly clean, lovely bathroom and shower. Fantastic central location in old town and really quiet. We were worried at having literally no check in information on the day we arrived but you have to trust the process and the code arrived about 45minutes before our 2pm check in and it was great having no keys to look after. There is a communal fridge for milk etc. A great find!!!

The air conditioning didnt work. There was no milk and only 2 sachets of coffee that washt replenished

Took a bit to figure out the public parking lot but from there on the room location was excellent…right around corner from Plaza Nueva and many very good restaurants and bars, bakeries, shopping. Very secure and we had a balcony looking out on the street and activity in the city.

Conveniently located and spacious room, but that's about it. There's no one on-site and they tell you they'll respond straight away to WhatsApp messages which isn't true. They sent me my check-in details at 3pm (check-in is at 2pm). My bathroom was filthy, I sent them pictures and messages; they never responded. The next day, I came back and discovered a puddle of water in the middle of my room and my AC wasn't working. They did come quickly but tried to use any ways possible to accuse me: maybe I spilled water? Or I left the windows open? For the AC, I was told that I clearly didn't know how to use it properly, hadn't followed the instructions etc. When the woman couldn't make it work herself, she lied and said she could 'feel the room getting warmer' when the machine clearly not working... It took her another 10mins to admit it was fautly and would require the maintenance team to come and fix it. I gave up. There's no support team, they don't care if something goes wrong and just blame you for it. Book somewhere else

We had an issue with the AC but staff came and fixed it. Only decaf coffee packets available. No bedside lighting on the 3rd and 4th beds. But overall we loved the property. The location was perfect if you want to be in the middle of the action in old town.