URH Palacio de Oriol

The hotel presents a striking historic palace exterior with sea views, making it a visually impressive landmark. However, guest experiences often reveal a significant contrast between the grand facade and the interior, particularly the rooms, which many find to be dated and in need of renovation. A recurring and prominent issue is the noise from the adjacent train tracks, impacting sleep quality for many. The hotel's location is particularly convenient for ferry travelers and those seeking easy access to public transport for exploring the region. While some guests appreciate the historic charm, others are disappointed by the interior condition and inconsistent service. For an improved stay, it is advisable to specifically request a room away from the train line and manage expectations regarding the hotel's internal upkeep. The hotel is also a suitable option for pet owners due to its accommodating policy.

Facilities & Amenities
The hotel offers various facilities, though their condition and availability receive mixed feedback. Parking is available, often for an additional fee, and while convenient, some guests find the spaces to be tight or the access challenging, with occasional lack of assistance for luggage. The fitness center is present, but some reviews suggest it is poorly equipped or in need of maintenance. Common areas are described as spacious, though some guests note issues with dirty carpets or a persistent damp smell in hallways. A significant and frequent complaint is the unavailability of the restaurant and bar, which are often closed for extended periods or private events, leaving guests without on-site dining options. Free Wi-Fi is generally available, and the hotel provides ice machines and vending machines for convenience.

Cleanliness & Room Comfort
Guest feedback on room comfort and cleanliness is largely negative, with many rooms described as old, dated, and in poor condition. Recurring issues include mold on walls, ceilings, and in bathrooms, as well as stains on furniture and carpets. A pervasive musty or damp smell, sometimes likened to disinfectant or even cat pee, is frequently reported. The most significant complaint is noise, primarily from the train tracks located directly adjacent to the hotel, causing constant disturbance and even vibrations that severely impact sleep. Some rooms also suffer from poor soundproofing and lack of blackout curtains, allowing light and noise to penetrate. While some guests find the beds comfortable, others report worn-out mattresses. Bathrooms are often described as dated, with yellowed bathtubs, dirty grout, and broken fixtures like hairdryers.

Dining & Food Quality
The hotel's dining options receive mixed to negative reviews, with a significant number of guests expressing disappointment. The breakfast buffet is generally considered varied and complete, with some positive comments on its quality, though some guests note a lack of fresh fruit or report issues with cold scrambled eggs and poor coffee. However, the restaurant itself is a major point of contention, frequently being closed or unavailable for regular service due to private events, leaving guests without dinner options. When open, the food quality is often described as bland, uninspired, and not meeting four-star expectations, with some specific dishes receiving criticism. The bar also operates with limited hours or is often closed. Room service is frequently reported as unavailable or difficult to access, forcing guests to seek meals elsewhere.

Location & Accessibility
The hotel's location is a double-edged sword for guests. It offers beautiful views of the estuary and is conveniently close to the ferry terminal, making it ideal for travelers using this service. Public transport, including the metro and train station, is easily accessible, providing good connections to Bilbao city center. However, the hotel's direct proximity to active train tracks is a major source of noise pollution, with trains passing frequently throughout the day and night, significantly disturbing guests. Some guests also note that the immediate surrounding area lacks a wide variety of restaurants and bars, and there have been reports of heavy metal concerts nearby adding to the noise levels, particularly on weekends. While the views can be stunning, the constant train activity overshadows this benefit for many.

Staff & Service
Feedback on the hotel staff and service is inconsistent, ranging from highly positive to very negative. Some guests praise the reception staff for being professional, friendly, attentive, and helpful, particularly with directions or accommodating requests like room changes. However, a significant number of reviews describe reception staff as rude, unhelpful, lacking empathy, or slow during check-in. There are also complaints about poor communication regarding hotel services, such as the closure of the restaurant or unexpected parking fees. Housekeeping receives some criticism for inconsistent cleanliness and not adhering to guest requests regarding towel changes. Overall, the level of service appears to vary greatly, leading to a polarized guest experience, with some feeling well-cared for and others feeling neglected or dismissed.

Additional Information
The hotel maintains a pet-friendly policy, welcoming animals and even providing thoughtful amenities like bowls and canned food in rooms. However, guests should be aware of additional pet fees and the requirement to sign a liability form for potential damages. A recurring issue is the hotel's policy of frequently closing its restaurant and bar facilities, often without prior notification, which significantly impacts guest convenience. There are also mentions of a destination fee or other unexpected extra charges for services like parking or room service. The building itself is sometimes undergoing renovations or has scaffolding, which can affect the exterior appearance. Some guests also note the presence of a small shop in the lobby offering packaged snacks, which serves as an alternative when other dining options are unavailable.