Stayed here on business and all I want is to be treated well and receive good customer service. Seems I want too much.
It's a Premier Inn so as far as I'm concerned the room is a given that it will be clean and comfortable. It was - hooray. The TV was a bit small but that's really not a problem.
So the only variable is the service and the food. I'll start with the service upon check-in. I had an email on my iPhone from the booking company and the young lady behind the counter found a faxed version of the same email. It states that dinner bed and breakfast can be charged back to them. I had seen on my emailed version that I could also charge wifi and and a morning paper back too. I asked the member of staff if she would do this. "It's not shown on my fax so I can't"...I protested and said I had it on my email version and offered to show her. "Just because you have it on your phone it doesn't mean I can charge it back. I have to go on what it says on the fax" came the somewhat rude and slightly aggressive reply! Now keep in mind the wifi charge is £3 for 24 hours so it wasn't like I was asking for the entire room service menu to be charged back. I then asked her to charge it anyway and I would deal with any fallout from the booking company. "No" came the reply. Would she speak to them then I asked? Once again the 'fax says no' reply got trotted out. By now, being rather fed up with all this I asked to see the fax and there in the (admittedly) small print at the bottom it said wifi and morning paper can be charged back..."Oh (giggle giggle) it looks like I can then". Had she bothered to look at the email on my iPhone she would have seen it and could have gone straight to it on her faxed version without the need for a back and forth argument. So anyway, I'm finally booked in and all is good.
Evening meal in the Ship pub next door was all very pleasant. Friendly staff and a good menu (instant mash was a bit of a let down) and reasonably priced. I was a happy bunny by now and had forgotten about my bad check-in experience. To bed.
Following morning and I met with my two colleagues at 7am for breakfast having been informed that the Ship is separately run from the Premier Inn and they won't start breakfast any earlier. We needed to be away that morning and 7am was cutting it fine. We were shown to a table straight away and had everything pointed out to us. We helped ourselves to coffee and juice etc and sat down and ordered our cooked breakfasts. I like Premier Inn because you get a freshly cooked breakfast. The Ship however not only cook it fresh but they must get the hen to lay the eggs, the chef must butcher and make the sausage and bacon and grow the mushrooms from scratch. It took nearly 25 minutes for three fairly standard breakfasts to arrive and we were running out of time to eat them. Thankfully the Ship provided a solution to this by serving up one of the worst cooked breakfasts I've ever tried to eat. Most of it including the mushrooms seems to have been deep fried and was leaving a greasy mess on the plate, the beans were tepid, the poached eggs were solid and the hash brown was like rice cake. So after a quick sample of all of it, it was clear that the time needed to eat it all wouldn't be required as it was inedible. On the up side at least we wouldn't now be late for our meeting. Just hungry.
We mentioned the poor quality to the staff member who apologised and told us to tell reception who would refund us the cost of breakfast. Not much help when we were now on the verge of running late due to the poor service, and hungry due to the poor quality plus it was all paid for by my company so I certainly wouldn't be seeing the refund!
On leaving it was mentioned to the receptionist who sounded most shocked at how poor the breakfast had been as she had never heard anyone complain before. She didn't do anything other than say she would speak to the Ship about it. Thanks. Then as I was about to leave I was handed the newspaper that I'd ordered for the morning and was expecting outside my door but wasn't overly surprised when it didn't show up. What kind of a system are they running where they hand you the newspaper when you check out?
Others on here have commented that the place looks like an old Butlins and it needs a revamp etc etc. To be honest the decor and rooms are perfectly ok, after all its a budget hotel and once you're in your room that's what counts. As stated before, the standard of accommodation is fine. What really lets this Premier Inn down is the service and in future I won't be staying in this one again. Ironically there is a Hilton hotel much closer to where I needed to be but I always pick Premier Inn over it due to the better service and value for money. The usual Premier Inn was full this time and in future if that happens I would sooner go back to the Hilton than stay in this Premier Inn again.
- Official Description (provided by the hotel):
- WE LIKE TO TELL ALL GUESTS THAT THE SHIP IS NOW UNDER NEW MANAGEMENT AND NOW ALSO HAVE NEW KITCHEN MANAGEMENT!!! Premier Inn Hotel Bristol Alveston gives you the best of both worlds: a lovely rural setting paired with top-notch transport links. Close to the M5, M4 and M48 we're a great stop-off on the road to Cornwall, Devon and Wales, as well as local attractions. Hit the shops at Cribbs Causeway or hit the greens at Thornbury Golf Club. Get your fashion fix in Bristol City Centre. Or, if you're here on business, you'll find Thornbury Trading Estate, Aztec West and Filton Airbus just minutes away. Once you're done, come back and relax in one of our new generation bedrooms featuring an impressive 40" flat screen TV, bright, modern bathroom with large shower head, and brand new, slumber-inducing, king-size Hypnos bed. Important info This Premier Inn is located near a major road, bedrooms are insulated to minimise noise. Directions: From the north: Exit M5(J14) towards A38 to Bristol, 5 miles to Hotel. From the south: Exit M5(J16) towards A38 to Gloucester, 4 miles to hotel. Next to the Ship Inn. Transport and local information: Cribbs Causeway Shopping Mall Thornbury Golf Course Bristol Zoo Parkway Train Station 6 miles ... more less
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- Also Known As:
- Premier Inn Bristol (Alveston) Hotel Alveston