We have just come back from a pleasant stay here. It’s a lovely hotel, but the service isn’t really 5 star. Check in was fine but the Melia chain always says there is a separate check in for The Level guests and there never is. I felt like we were checking in to a very average hotel as the reception staff generally seemed quite grumpy. The room was very nice, we booked a Supreme Mirador Level room which had a lovely terrace and view. It was spacious and clean and they left us a welcome gift of fruit and sweets which was appreciated. Cleaning was ok but we didn’t have enough towels and had to ask. Pool is small but heated and was refreshing after the hot days. Onto some of the real negatives. There was only one lift working every day we were there. Constant waits for the one lift which was working. The Level breakfast was not nice at all. You get to sit in a quiet room but the ‘made to order’ food was pretty grim. On our last day we chose the main breakfast area and that was better. The Level Lounge - free drinks, with alcohol for make your own cocktails from 4 to 7. The lounge itself is nice but the food offering is a little comical. Crisps, salami and spring rolls with a bit of cake. If you have any allergies nothing is labelled at all, you have no clue what you are eating unless it’s obvious! Melia would it really take you that much time to label what the items are? How are people going to know what’s inside pastries or croquettes? I think what sets hotels apart is the service from staff. A few were lovely, but in general they didn’t seem to care that we are guests who have paid a decent sum to say here. On check out there was no ‘how was your stay’, they just said goodbye. If we ever return to Bilbao we will choose another hotel.

Again we opted to stay in a Level room. The check in was very easy and we were able to check in early which was really appreciated as we’d had a really early flight. The room was spotless and a great wraparound balcony fabulous. Unfortunately things fell short with the breakfast which was average but the real problem came with the Level lounge. The snacks were poor and the so called premium food was extremely disappointing. Having stayed in other 5* Melia hotels this sadly fell short of the level of the standards we’ve been used to. However on balance a nice hotel but not sure we’d stay there again