Thank you very much for taking the time to share such a detailed review of your stay with us. As the general manager of ibis Styles Zumaia Zestoa, I am sincerely sorry that your experience with our team did not meet your expectations. I particularly appreciate you highlighting such specific aspects, as they allow us to identify where we need to continue improving. Our hotel opened recently, in June 2026, and we are aware that this first stage involves an important process of consolidation, both operationally and, especially, in the training and development of our team. For us, hospitality is not simply about carrying out a check-in correctly or providing a service; it is also about the small details you mention: a warm greeting, a smile, asking guests how their day has been, or simply making them feel genuinely welcome. For this reason, your comments regarding the attitude and service you received at reception, as well as your experience in our restaurant and during breakfast, will be shared with and reviewed by the team. The way in which certain instructions are communicated is just as important as the instruction itself, and we agree that this should always be done with kindness and respect. Regarding the restaurant, we are sorry that your dining experience did not meet your expectations. We are also continuing to work on this area to ensure that both the quality of our products and the service are in line with the standards we aim to provide. We are, however, pleased to know that you appreciated the cleanliness, design and location of the hotel, as well as the facilities we provide for guests travelling with pets. We make a particular effort to ensure that guests travelling with their animals feel equally welcome. I fully understand that writing feedback such as yours can be difficult when you have also found positive aspects in the hotel. This is precisely why we appreciate your honesty. We take your comments as an opportunity to improve and, above all, to continue training our team in something we consider fundamental: making every guest feel cared for and genuinely welcome from the very first moment. We sincerely hope that, should you decide to visit us again in the future, you will be able to see the progress we are making and enjoy an experience much more in line with what we want ibis Styles Zumaia Zestoa to represent. Kind regards, Itziar Calderón General Manager

Muchas gracias por compartir su valoración. Nos alegra saber que su estancia fue satisfactoria y que todo transcurrió sin problemas. Esperamos tener el placer de recibirle nuevamente en ibis Styles Zumaia Zestoa. Un cordial saludo, Itziar Calderón General Manager

Thank you for the great review of our hotel! We are glad that you enjoyed your stay and hope to see you again very soon. Sincerely, Guest experience Ibis styles Zumaia Zestoa

Thank you for taking the time to share your feedback with us. We are truly sorry to hear that you did not feel warmly welcomed during your stay. This is certainly not the level of service we aim to provide, and we sincerely apologize for the impression you were left with. We will speak with Sara directly about your experience and take the necessary measures to ensure that our standards of hospitality and guest service are consistently maintained. We are also sorry that our restaurant offering did not meet your expectations, both in terms of choice and value for money. Your comments have been noted and will be taken into consideration as we continue to improve our services. Thank you again for bringing this to our attention. Kind regards, Itziar Calderón General manager

We are very sorry to hear that your experience in our restaurant did not meet your expectations. Please accept our sincere apologies for the food not being served at the appropriate temperature. We also regret that, despite bringing this to our team’s attention, the matter was not addressed immediately. This is certainly not the level of service we aim to provide. We will review what happened with our restaurant team to ensure that this type of situation is not repeated and that any concern raised by a guest is dealt with promptly and appropriately. Thank you for bringing this to our attention. Your feedback is very valuable to us as we continue to improve our service. Kind regards, Itziar Calderón General manager

Muchas Gracias por su comentario positivo acerca de nuestro hotel! Nos alegra que Ud. haya disfrutado su estancia con nosotros y esperamos poder pronto verlo de vuelta. Atentamente, Guest experience Ibis styles Zumaia Zestoa

Thank you very much for taking the time to share your experience with us! We are delighted to hear that you found our location convenient for travelling between Bilbao and San Sebastián, and that you appreciated our value for money, facilities and parking. Most importantly, we are especially happy that our team made your stay fantastic. We put a lot of importance on being welcoming, friendly and always available to help our guests, so your kind words are a wonderful recognition of their work. Thank you again for choosing us. We hope to have the pleasure of welcoming you back on your next trip! Kind regards, Guest experience Ibis styles Zumaia Zestoa

Thank you for taking the time to share your feedback. We are sorry that the experience with your pet did not meet your expectations. When a pet supplement is charged, we understand that the corresponding pet amenities should be provided correctly. In your case, the fact that there was no bed or drinking bowl available in the room is certainly not the standard we want to offer. We will review this with our team to ensure that our pet welcome amenities are properly prepared before every arrival. We are also sorry that the additional €25 charge left you with the impression that the hotel was expensive for guests travelling with a pet. We want our hotel to be welcoming to both our human guests and their four-legged companions, and we will take your feedback into account. We hope to have the opportunity to welcome you again and provide a much better experience for you and your pet. Kind regards, Itziar Calderon General Manager

Muchas Gracias por su comentario positivo acerca de nuestro hotel! Nos alegra que Ud. haya disfrutado su estancia con nosotros y esperamos poder pronto verlo de vuelta. Atentamente, Guest experience Ibis styles Zumaia Zestoa

Thank you for the great review of our hotel! We are glad that you enjoyed your stay and hope to see you again very soon. Sincerely, Guest experience Ibis styles Zumaia Zestoa

Nous vous remercions d'avoir pris le temps de partager votre avis. Nous espérons vous revoir très bientôt! Veuillez agréer, nos salutations distinguées. Guest experience Ibis styles Zumaia Zestoa

Thank you for the great review of our hotel! We are glad that you enjoyed your stay and hope to see you again very soon. Sincerely, Guest experience Ibis styles Zumaia Zestoa

Thank you for the great review of our hotel! We are glad that you enjoyed your stay and hope to see you again very soon. Sincerely, Guest experience Ibis styles Zumaia Zestoa

Thank you for taking the time to share your feedback with us. We are truly sorry that you were not properly informed that a table reservation was required for dinner. We understand how frustrating this must have been, especially when you were expecting to have dinner at our restaurant during your stay. We are glad that our team was ultimately able to find a solution for you, but we fully understand that this should not have been necessary. Clear communication with our guests is very important to us, and we will review this with our team to ensure that our dinner arrangements and reservation requirements are explained clearly to all guests. We sincerely apologize for the inconvenience and hope to have the opportunity to welcome you back and provide you with a much smoother experience. Kind regards, Itziar Calderón General Manager Ibis styles Zumaia Zestoa

Thank you for the great review of our hotel! We are glad that you enjoyed your stay and hope to see you again very soon. Sincerely, Guest experience Ibis styles Zestoa Zumaia

Dear Ricahard, Thank you for the great review of our hotel! We are glad that you enjoyed your stay and hope to see you again very soon. Sincerely, Guest experience Ibis styles Zestoa Zumaia

Thank you for taking the time to share such detailed feedback with us. First of all, we would like to sincerely apologise that your experience did not meet your expectations. As a newly opened hotel, we are still in the early stages of our operation, and we fully understand that some aspects of our service may not yet be running as smoothly as they should. We are especially sorry about your experience at breakfast and in the restaurant. Your comments are very valuable to us, as they help us identify the areas where we need to improve and ensure that our service is fully ready for our guests. We are, however, pleased to know that you enjoyed your room, found it comfortable and appreciated the friendliness of our bar team and our wine prices. We completely understand your disappointment and sincerely apologise for the inconveniences you experienced. We are working every day with our team to improve our procedures and achieve the level of service our guests deserve. We hope that, in the future, you will give us another opportunity to welcome you and show you the improvements we are making. Itziar Calderón General Manager

Dear Mr A., Thank you for the great review of our hotel! We are glad that you enjoyed your stay and hope to see you again very soon. Sincerely, Guest experience Ibis styles Zestoa Zumaia

Dear Mr D. Vilelle, Thank you for the great review of our hotel! We are glad that you enjoyed your stay and hope to see you again very soon. Sincerely, Guest experience Ibis styles Zestoa Zumaia