Отзыв об отеле Radisson Collection Bilbao 5*

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. Эта поездка, к сожалению, дала мне представление о том, что происходит, когда отель остается без компетентного руководства.