Booked on line for 3 nights as part of a vacation trip through Northern Spain. When we arrived, found location locked with nobody on site to deal with. On calling the telephone number displayed, were informed that we had no reservation! This was 21:00 hrs, having driven from Zaragoza that afternoon. Lady(?) on the phone was rude, abrupt, insisted we had no reservation (although we had a printout) and simply hung up the phone when we insisted we had a reservation. Unless you can afford to ahve a back-up plan in the event of a similar experience, give this place a wide berth. Even if you manage to get accommodation, there is nobody on site to deal with any issues in the evening.

We stayed in Vitoria on our way to Bilbao and we decided to stay in "Casa de los Arquillos" and for sure it was a good decision. The hotel is clean, trendy and confortable.
The situation is perfect since you can visit the old town and eat the best tapas in the city from just a couple of minutes walking distance.
It is a little bit difficult to find and just make sure your baggage is not too heavy since there are some stairs to the hotel, but once you are in your room, everything is very confortable.

Nice room, central location. Good service but parking, even for loading/ unloading was a problem. The rooms are on the 3rd and 4th level of an old building in the centre of Vitoria

I reserved a 2 night stay (for September during the medieval festival) at this hotel in early May 2010. I had emailed the hotel after making the reservation asking for information on distance from the bus station but they never responded - this should have been an indicator. Unfortunately the hotel had to cancel my reservation due to building works about 2.5 weeks before the scheduled stay. I've been trying unsuccessfully to get my deposit of 144 euros returned for over 6 weeks. The hotel has been very difficult to work (unresponsive, cryptic/vague emails, etc....) with in getting the deposit returned so I've had to open up a case with my credit card company.

I visit the Basque country every year and am very disappointed at the lack of customer service exhibited in my dealings with this hotel. For this reason I'll never stay here and would not recommend it to anyone.

Details of my experience are ob this thread.

http://www.tripadvisor.com/ShowTopic-g187458-i3277-k3992589-Horrible_experiece_with_La_Casa_de_los_Arquillos_in_Vitoria-Vitoria_Gasteiz_Alava_Province_Basque_Country.html