Nelson Hotel — Hotel in Great Yarmouth

A good and bad review combined so please read it all.||Contacted the hotel to ask various questions, called a couple of times but struggled to communicate with the man on the desk so I emailed the manager 4 times with no response!! If booking.com had not deducted my money I would have cancelled my booking and gone and booked elsewhere to save the stress elsewhere. |I was stressed before my holiday over not knowing what I would be arriving to and with the bad communication it impacted on our holiday. |On arrival I saw a lady at the desk and found out she was the manager Nicky. I explsined I had tried to get in touch with the hotel beforehand and asked why nobody answers emails, to be told she was away on holiday, thos is not what the man on the desk said. I said someone needs to have access to respond to emails from customers, Nicky quickly said she was a 1 man band and just her! That's not the customers fault and we deserve better communication. I explained I called twice to ask questions and could not communicate with the man on the phone, she asked me what I wanted to ask clearly not happy to be challenged. I asked my questions, no to a fridge in the room, breakfasts are ad hoc which isn't helpful and indeed confusung for customers. Mattress protectors on mattresses but not on pillows which is not hygienic or good for me with a weak immune, luckily I had brought mine. |I said the man on the desk needs training or sacking if he can't communicate to customers and someone needs to be in charge if shes not there for customers.|Nicky appeared annoyed with me and could see I was not at all happy or indeed impressed and apologized and offered a bottle of wine which I saw as an error on their part and a gesture of good will, I declined as dont drink it, she offered us a drink each at the bar which I graciously accepted later once the bar was open. That is also open ad hoc again misleading customers, so needs to be clearer on the website.We eventually seemed to have sorted things out so she showed me the bar and pool area which we would be using later on. The pool room is a lovely touch to the hotel.|The room was ok a little tired looking but seemed ok for 2 nights. The bathroom had no extractor fan which is much needed, a hairdryer on the wall out of the dark ages and unable to use it, unless I sat on the floor under it for an hour so didn't use it, a weak flowing shower, a toilet handle that did not flush very well, a toilet seat that did not align properly with the toilet so not impressed with the bathroom at all. Luckily only there for 2 nights or I would have complained but got by. The hotel is dated, tired and needs money injecting into it to bring it up to a reasonable standard. The money I paid does not reflect for what we got sadly. The cleaners aren't friendly and don't speak to you, I even said hello and got a grunt. This is most unusual in a hotel as I find tvey ate usually the most friendliest so they need training in customer care.|Big shout out to Reggie who was working in the bar, a very friendly man with fantastic customer care for customers, he is an absolute asset to the hotel. Very friendly, gave us sone advice on deceiving which restaurant to go to and just guinely a lovely man.|The man with his 2 children opposite our room was not at all happy and on the verge of leaving. He showed me his room, I of the windows in the bedroom was boarded up window and damp in both rooms. He was more angry that money had gone missing from his sons wallet and his son was so upset he wanted to go home, I felt so sorry for them all. Not until I got home did I realise that £10 in coins im a bag for the arcades had gone missing. I decided to put it in writing in an email, also to see if Nicky was answering her emails, as I thought no response after 3 days. So I have now reported this to the police and to the council as this is not acceptable when booking and staying in a hotel on your holiday. I will never return or will I recommend this hotel,...

Just spent five days at this hotel on a coach holiday. The hotel is a old Victorian building but is past it's sell by date. On arrival on a coach holiday which was mainly pensioners with varying mobility problems. The first thing I found was there was no transfer of cases from the coach to your hotel room which I have had on many of the holidays before.This meant everyone had to struggle with their suitcases up a steep set of steps into the hotel reception. After been given room keys we then had to struggle to our room using a small lift which would only hold four people at a time with suitcases. My room was on the 3rd floor so using stairs was out of the question. On entering the room which was booked as a twin room. In fact the room was a small suite with two bedrooms. The first room contained a double bed so checking the next room this contained two fold up guest beds which were quite old. I found that the mattress on both beds to be old and thin and liying in the beds was like sleeping on a corrugated sheet. So I had very little sleep while there. The bathroom was large but old and dated but useable. In the rooms the wallpaper was peeling and the whole place needed a complete refurb and this I found was needed throughout the whole of the hotel. The hotel appears to be kept clean but couldn't hide the worn out appearance. The restaurant had a system all of it's own. Meals needed to be ordered in a morning for dinner, this meant starters,main meal and sweet. The starter and sweet was served to you at your table however the main meal was not. The restaurant was divided in to four zones and when called each group qued up like your collecting a school dinner served to you as you passed down the line. Some people who were unsteady on their feet made this system look a little dangerous, but I suppose saved on staffing. There was not many staff and they seemed to do everything. The food menu was very limited but was well cooked and hot so no complaints . There was a reasonable choice at breakfast.|All the staff were very helpful, cheerful and efficient so no complaints.|This is classed as a three star hotel but not sure how,it is more like a two star.|The best I could say is it's cheap and cheerful.|I don't think I will return and would prefer to pay more for a...

Aug 2023 stay we found the food awful and not enough to cater for the people staying their over 80 people and by the micro managed dining which was a shambles by management team making us go up table by table like we’re school kids, we were table five and staff would serve you some chips sausage and mash by the time we got served after over a 60 minute wait for a starter, we had half a plate of food. 1 sausage tiny bit of mash and some peas, table six had less just peas and carrots no mash not sausage! I’ve never experienced a hotel so cheap not being enough food to cater for people who have paid to eat there, it’s disgusting!

When we brought it to the managers attention she told us she likes to eat out most nights when she goes away!!! That’s the attitude you’re dealing with. Just go holidays and national holiday I sent the complaint on 04/08/23 twice online and on Facebook and they simply ignored it each time. Well on Google it cannot be ignore so I’m forced to have to write the truth on here to warn people to use Alfa travel and don’t go to this hotel via just go holidays as it’s shocking! Staff were rude turned their heads away after one scoop of chips to say that’s enough. It’s run badly, micromanaged disorganised rubbish. We were told as the second coach load of people hadn’t arrived we couldn’t have out started until at least 60 minutes later sitting at a table starving, then when we did get some scampi there was no side salad! Shocking. Dinner was worse when they ran out of food and argued with us when we asked for alternatives like a jacket potato.

Midweek we slept in apart from me for breakfast. I was quizzed where are the others I said having a lie in, then at dinner you never ordered your dinner so there’s not any choice for you: how rubbish!!! There should be a menu and enough food to cater for more than the 80 new arrivals, they’re just tight arses and penny pinching quick enough to have money off your for your stay then expect you to eat out! What a...