Holiday Inn Express Bristol - Filton by IHG — Hotel in Great Britain

After a full day at work we then drove the 3 hours from home to stay here on our way to a holiday in Cornwall. we arrived at almost 10pm with 2 young boys very tired to be told our room wasn't ready! How it's not ready at 10pm is beyond me but we were told "this is because of COVID". Not sure why when the check out time would have been noon. She asked me then "do you want me to make the room up for you?" Not sure if she expected to hand me the bed sheets and do it myself!!

We were asked to wait in the bar area whilst she prepared the room, where there seemed to be a number of guests with dogs, some barking and some walking freely around. Not great given there was limited seating due to the social distancing.

We got to the room which was dingy and very dated to find only 1 towel and no toilet roll. I went back to reception to complain and the same girl said again with a real attitude that this was due to COVID. She had just been to make up the room for goodness sake...these are the basics!

Had she apologised I could have just let it go, however she made a point of staring at me and then asked me what I wanted her to do. I asked her for the towels we should have had and the toilet roll, which she went to get once she'd finished stirring her tea!

She flung them onto the reception counter and as I picked them up and started to walk away she shouted after me "you're welcome!" very loud and very sarcastically. I was furious! Her whole attitude was appalling and even the bar lady came over and asked was I ok and offered me bottles of water free of charge due to my experience. Absolute shambles.

Breakfast the next day was equally as bad. We were told that only 1 of us could go into the restaurant to colect the breakfast for the 4 of us and when I asked what they had to choose from i was told I'd need to go and take a look. We were asked to only go in once, but when I challenged how I'd carry 4 breakfast bags and 4 drinks (none of which had lids on) she just repeated herself over again. We gave up after a really bad overall experience and the drive thru McDonald's cam to the rescue.

In stark contrast we stayed at the Holiday Inn Express in Bath on our return home and the difference couldn't have been greater. Fabulous hotel and staff of which this one could...

My experience at this hotel could have gone one of two ways. Guess which experience I got????? In brief the room and bathroom was generally dirty meaning the carpet was in no way clean, with fluff all over the floor. In the bathroom around the toilet looked what can only be described as urine coloured stains the grouting was black, and the duvet gave the appearance that it had not been changed for several days! The second day we came back to our room and it had not been cleaned towels not changed the cups glasses also not changed and the incerdentals not restocked. This I brought to the attention of the desk clerk who was on duty who organised what had to be done (though did asked did I want it now or the following day!!!) I also asked her to in form the hotel manager and I look forward to some feedback (this to be received along with my invoice on leaving and that the invoice to be revied as well, she agreed). The following day my wife requested while having a meal at the hotel "no chilli sauce on her bun, yet it was still served with it on! She was unable to eat it. When she brought it to the attention of 2 girls behind the counter she was met with " its nothing do do with us!!!" To compound matters further I brought all of this to the attention of a third member of staff who took down all the details and assured me the manager will be speaking to myself and my wife as she has written it "in the book!!!! What ever that is suppose to mean. What I do know nothing has happened if I could put zero stars I would. As for all round service at best sub zero. As for rooms you better check them you never know what you might find. Location bit off the beaten track with a pub opposite but be warned you could wait an hour for food in there too! As for the Hotel. If the hotel manager can't be bothered to contact or email then that also reflects on how the staff work too!!!! I'm sure there are nuggets of genius who work there but from our visit there, there is a culture of what is said and action are...

This was a bit of a difficult booking for us as the original company we booked through went bankrupt and cancelled our booking. Holiday Inn generously honoured the booking at only a slightly increased price and the staff were hugely helpful in trying to resolve the problems that had been caused. I cannot thank them enough for the support we received in clarifying the booking.

As to our stay, the staff were all friendly and helpful, the only complaint we had was that on check out day, whilst being told that check out was at 12, the cleaning staff tried to enter the room five times before we were ready to leave, leaving us feeling like we were being rushed out. We understand that in order to turn around rooms quickly and have them ready for the next guest, that the hotel would prefer guests to leave as early as possible but if the check out time is stated as being 12, guests shouldn't be made to feel like they have to check out at the hotel's convenience.

The room we were allocated was perfect for our needs and the bed was extremely comfortable, the bed linen was immaculate. The bathroom was a nice size and very clean. The breakfast was good, although there was a wait for clean plates and trays when we first arrived down for breakfast, but as we arrived at the busiest time, that is to be expected. It was nice to have a variety of different seating styles for people to sit at during breakfast, from dining tables to smaller coffee tables with comfortable chairs and seats at the bar as well. The food was lovely, which a good variety on offer.

The restaurant with which the hotel shares the carpark with is also well worth a visit, the sausage and mash being divine.

The hotel is near two train stations which offers good access into Bristol and other areas. The hotel appeared to be on several bus routes as well and seemed to have good access to the motorway.

All in all, I would be more than happy to stay here again and would definitely recommend it to anyone looking to...