ペンション B4R(Pension B4R Self Check IN)

We’ve had an awful experience here in this place. We booked as far back as last January for an accessible room for three nights and were told it was reserved for us. We arrived this afternoon to find our room had been given to someone else. I am a wheelchair user. I cannot walk or stand. There is no space for me to move in the room. I can’t access the bed, bathroom or toilet. When we called the premises’ so-called “Customer service” they just told us there was nothing they could do and that we’d have to call *********** to sort it out. They then told *********** that we wanted to cancel the room!!! This is absolutely dishonest and disgraceful behaviour on the part of this hotel. It is also legally a breach of contract as we have it in writing from this premises that the adapted/accessible room is reserved for us. I strongly recommend to anyone thinking of coming here to go somewhere else. I cannot criticise this place or its management negatively enough! These people are dishonest, unhelpful, and have ruined our visit to Bilbao. They sold an accessible/adapted room to us at false pretences. They also didn’t care one bit that we could have been on the street. We’ve had to move at no notice to another hotel half an hour outside the city. Happily it is run by humans and they care about their customers. A disgraceful performance by this hotel. Stay away from them whatever you do!