Holiday Inn Express Bilbao

Recent Reviews: 845

• User:123737373

  Trip type: Couples

  Over charged and no changes accepted 8 months in advance

  27 Jan 2026

  I booked in October 2025 for August 2026 I have not yet beenIn October 2025 I booked an overnight stay at Holiday Inn, Bilbao via Hotel.com for August 2026. Due to unforeseen circumstances, my needs changed and in January 2026 I requested to change the date of the booking by 5 days. Hotel.com quoted me a cancellation fee of the full amount I had already paid, plus full costs for the different night. I attempted to book de novo for the new night, i.e. I did not cancel the original booking and the cost was slightly less. It appears that someone (Hotel.com? Holiday Inn?) makes a very major profit from cancellations and alterations. I queried this on Hotel.com Chat communicating with Piyush who confirmed that this was Holiday Inn policy but attempted to negotiate with them on my behalf. I was assured I would get a reply within 72 hours. Ten days later and no communication at all. I will never use Hotel.com or Holiday Inn again. IHG Service, Owner at Holiday Inn Express Bilbao By IHG, responded to this review Hi 123737373,We appreciate you choosing the Holiday Inn Express Bilbao for your leisure stay. We sincerely apologize for the issues you’ve experienced. Please note that because your reservation was made through a third‑party partner (e.g., Hotel.com), different booking policies and handling procedures apply compared to reservations made directly with the hotel or through IHG. The hotel and IHG may have limited ability to modify or cancel third‑party bookings, and fees or responses are subject to those third‑party terms. For further assistance with your reservation and to review options, you may contact us at ihgservice@ihg.com.I hope we'll remain your dependable choice, as we promise to make your stay more memorable and exciting.Yours in hospitality,Melissa PCase ManagerIHG Hotels & Resorts Service

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• User:Voyager30540342700

  Trip type: Solo travel

  Bilbaos best hotel

  03 Nov 2025

  Travelled over for the champions league football, despite arriving at 7am for a 3pm check in they had me in a room for 11am, room was spotless and as described, perfect for my nights getaway, even let me do the breakfast since I was so early! Lovely alcohol on tap and great staffI will return to Bilbao and stay here since they were so welcoming!

• User:David L

  Trip type: Business

  Not welcome

  27 Sept 2025

  Bad welcoming experience with the male manager. Terrible attitude, cold, rigid, and unwelcoming. I will not go back there, ever. NorthStar51746247273, at Holiday Inn Express Bilbao By IHG, responded to this review Dear David,You have shared a comment and a review in a hotel where you have not been hosted, since you have no reservation in our sistems. Please, double check, and by the time you do so, we are writing Tripadvisor to remove your umpleasant comment.Regards,I.ArmadaGeneral Manager

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• User:Poliwhirl

  Trip type: Solo travel

  Overnight stay

  15 Jun 2025

  I stayed here for one night as I had a very early flight to catch the next morning. The hotel served its purpose. Check-in was quick and I had some help from Joshua at reception regarding allocation of a quiet room and helping me to ensure the room aircon was working (you need to insert the room key card in the slot at the entrance to the room door and also make sure the room window is closed - kinda obvious I know, but I was tired after a long drive). Room is a little dated but ok and the bathroom could do with some maintenance (e.g. mould around the tiles in the bathroom). Room has tea/coffee and a kettle, TV (no English channels) a small sofa, clothes hanging space, but there is no mini fridge. Bed for me was comfortable. Cleaning standard was satisfactory. There doesn’t seem to be any soundproofing between neighbouring hotel bedrooms here (why does this seem so prevalent at hotels when the main purpose to stay at a hotel is sleep? Who wants to hear your hotel room neighbour’s TV, or the next-door guests talking, coughing or performing some other function? No one). Despite this I managed to sleep pretty well and was not disturbed by late night arriving guests going to their rooms (as some other reviewers mention). Bathroom has wall-mounted Dove toiletries. In the morning, took the second shuttle of the day back to the airport terminal (around 5.10am). I was worried that there might be a lot of people waiting but there was only me and one other passenger in the minibus, so it was all fine. However, going to the hotel from the airport terminal the day before during the afternoon, was problematic. You get picked up on the departures level at the premium parking bays. There are no signs outside to tell you where to wait. Waiting time was long; around 45 minutes. I had to go into the terminal and ask the lady at the airport information desk to call the hotel and send the minibus. It was definitely not running every 10-15 minutes during that afternoon.I do feel that customer service is somewhat lacking at this hotel and the standard offered does not reflect well on the IHG brand. One of the reception guys (not sure of his name but it was NOT Joshua who I did find helpful), seemed very abrupt. I went to him to check in, he told me he was dealing with someone else, but there was no one at his desk. He made me feel like I had done something wrong. Later on he was rather unsympathetic to a guest who came rushing back to the hotel in a taxi as he had left his passport somewhere in the hotel. The reception guy told him that he had to wait as he was busy dealing with someone checking in. If that was me I would have asked the guest checking in if he didn’t mind waiting while I tried to help the panicky person who had lost his passport.During the evening I went down to order some food at the bar, there was no one there apart from some guys chatting behind a door (they saw me but kept on chatting). One of the reception guys came over and asked if he could get me anything. I said I wanted some food and drink, he told me he couldn’t help with that! He then went to find the chatting guys, one of whom eventually came out around 2-3 minutes after finishing his chat. By then I’d lost interest and decided to go an eat at the Urbe restaurant next door where I was less than impressed (see my review of that establishment). It must be something in the air around this hotel as I found service at Urbe similarly brusque to that offered at the hotel. If I’m ever overnighting at Bilbao Airport I think I’ll try the neighbouring Hotel New Bilbao even though I’m an IHG Rewards member. Sales Marketing, Dueño at Holiday Inn Express Bilbao By IHG, responded to this review Dear guest,We appreciate your rewiew ant he time you took to share the sull experience with us. I take note of all the details you share, and I take in consideration the things we have to work to improve and we will.Kind regards,I.ArmadaGM

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• User:Oksana S

  Trip type: Family

  Good hotel, but bring earplugs

  29 May 2025

  Staff – lovely. Room – clean, cool, comfy. Free parking and early coffee – yes, please. Free express breakfast with coffee at 5 am was a great touch for travellers leaving early.But our room was by the lift (№100), and it felt like we were sleeping in the middle of a busy railway station. The room was spotless and had good air conditioning, but… soundproofing is not the hotel’s strong suit. We could hear everything — people chatting in the corridor, children running and screaming (at midnight! 😩), and even conversations from the parking area, windows closed or not. Perfect for convenience. Not ideal for actual sleep. Holiday Inn Express Bilbao Airport, Director General at Holiday Inn Express Bilbao By IHG, responded to this review Dear Oksana,Thank you very much foryour kind review, highlighting the staff and sharing cleand, comfy rooms and air condition. We are happy you use the parking during your stay and enjoyed the complimentary breakfast.We are happy you choosed us as your hotel in Bilbao next to airport, and very sorry you had this situation with a client we do not normally have in this hotel. Apologies for the noises.Kind regards,I.ArmadaGM

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