To start off, our flight into Bilbao was diverted and we were not able to land due to weather. As a result, we paid for a night of the hotel that we could not use. Hotel made no efforts to accomodate us by paying them one night without use plus the upgrade for breakfast we could not use. They didnt offer to credit us back the night nor did they even provide something as simple as a drink on them. This gesture is common with each and every other hotel I have ever stayed when my flight prevents me from arriving. We also apparently were staying at hotel weekend of largest festival in Spain and as result we had hundreds of thousands of people outside hotel peeing all over street and busting bottles of glass. Also, hotel refused to provide room service and apparently if it rains a single rain drop or is foretasted to rain a single rain drop they close the rooftop bar. The last morning, we were supposed to get breakfast to go(which we paid for) since our check out time was before breakfast started. We never got it. On another note, the lobby area was a disaster with empty beer cans all over the next morning from the night before festival. It is too bad cause this hotel is a nice property in a nice location but the staff and the service is what you would expect at a one star flea bag hotel off the interstate in middle of nowhwere not at a 4 star property city center of a major city. Avoid this property is customer service and cleanliness is important to you.