Holiday Inn Bristol - Filton

Booking system problems and mistakes from start to finish and customer care epic. Double charged for day on one room. Continually told that there was no record of our stay (7 people with the same surname). Rebate finally acknowledged but still not made after being promised days ago. Different people dealing with us each e-mail who never seem to have read previous messages and system just not joined up. Advise you check reciepts and deal with errors immediately or you are in for it.

I have just booked a room to stay at the hotel. I got what I thought was an excellent value rate on agoda of $84 plus tax for the room. However, then, after I had paid, I notice they added an extra person charge of $106 for the night - this is much more than the room rate. I only saw this after I paid as this shows right at the bottom of the second screen and I pressed the continue button (which was higher up) without seeing the additional charges (which would have caused me not to book the room). I only saw once I had paid and got my confirmation so I tried to cancel immediately. The cancellation policy stated that "Any cancellation received within one day prior to arrival will incur the first night's charge". To me a day is 24 hours. However, even though there were 35 hours before check in at the time of booking, I was unable to cancel without losing my $207 as it came up non refundable. This is disgusting. What is even more disgusting is that it would have actually been cheaper to book two separate rooms. Except I don't have this option as my daughter is disabled and can't stay in a room on her own. Feeling totally tricked as I booked this hotel out of town as I thought it was better value than a hotel in town.......but I have ended up paying $207 instead of around $100 more for a hotel miles from my son's place rather than one round the corner which would have cost me $160 for the night. Feeling absolutely conned. Shame on you Holiday Inn Express. How can an extra person in the same room cost more than the 2 adults in there already? This is total robbery and I would like to warn anyone travelling as a group of three of the extra person con. I was conned, I feel stupid and angry, please don't allow these rogues to con you too.

I registered my vehicle on arrival and this was witnessed by the Receptionist. I then receive a fine for £100 which I appealed against but had the standard reply of "not on our system". As a good will gesture the fine was reduced to £25!!! I will take this further with POPLA

Just back from a stay here was very busy but a well run hotel. The staff were helpful and all friendly. The rooms were spotless and of a good standard. Nothing to mush trouble for any of the staff. Definitely use again

Superb friendly, efficient and helpful service from Rosie and her team. When we enquired about a curry house nearby she gave directions, when we left a dog bowel in the bathroom it was duly returned. Can’t fault the staff or facilities. Thank you.

My teenage daughter was in a room on her own and as parents we wanted a room directly next door or directly opposite. Receptionist was only willing to ensure we were on the same floor. After being allocated the room, I came down to request a room change but a different member of staff said that the room I wanted was not available and did not seem interested in accommodating our request. The breakfast area is too small for the number of people wanting breakfast. I think that it is only a matter of time before a serious accident occurs like spilling a hot drink over a child. My suggestion is that children under 11 are not allowed in that area. Hairdryer did not work. Door of room did not shut properly and the curtains would not draw/undraw properly. One lamp was not working. However many other aspects were good. Bar staff were very polite but one member of staff walked around with his shirt hanging out. As with everywhere, this place is struggling for staff .The price per night was very good.

Things started off good with a very welcoming receptionist on the Saturday evening. Sadly the hotel was overbooked and under staffed and the staff who were there were trying their best but were young, lacking support and direction, there was no management and no-oneshowing anyone to seats or checking we were actually in the hotel! The room was booked for 2 adults and 2 children however they only placed one pillow for 2 children At 11 pm at night, when we arrived after the balloon fiesta, the receptionist was left searching for ideally another 3 pillows, she could only find 1! The one charging port in our room was not working either which was annoying and for a modern hotel and family room we couldn't understand why there was just the 1! Anyway this was the least of our worries......breakfast was the most chaotic and most ridiculous affair I have ever witnessed! I felt sorry for the 4 kids working the area, none of them could keep up with demand ..there was never enough hot food to make a full cooked brekkie and there was such a queue, no clean plates when we finally reached the point we could get something or cutlery! No fruit juices...the apple juice I am sure needs diluting it was like syrup totally not drinkable! No bread, no Nutella sachets ...just awful jars that everyone had had a go in, hardly hygienic! No pancakes, no coffee,no meats or cheeses or pastries or fruit. No hash browns, bacon or sausages. Our choice was tomatoes,scrambled egg and a few beans...plenty of cereal but no bowls!!! Polystyrene cups as no clean cups!! ..it was a free for all, like feeding time at the zoo...food on the floor, tables not cleared for demand, nothing wiped ...and as we passed the kitchen doors and they opened bread and rubbish all over the floor!..no wonder I shared my dining table with a rodent trap behind me! Any child could have picked them up and played with it and to have them in the main dining room . ..there is obviously a problem and not normal for dining areas to have these in... despite what the patronising man on reception had to say on departure about it...I get he was probably fed up of complaints but to smile sarcastically and say Thank-you for reporting the hotel to the food standards agency in the area and to say breakfast is 'free' anyway is not professional in any way. Management need to step up and sort it...I was told by a member of staff it is like this every weekend! So please stop taking people's hard earned money, trying to say breakfast is 'free' so implying we shouldn't expect better service or compensation because of this and deliver the service you should be and I have been used to at other Holiday Inns. This hotel is a total and utter letdown for your brand!

Breakfast was very exquisite and would highly recommend. Fresh eggs and lovely sausages to wake up to. The apples were the best bit and I must have ate around 8. Come here for breakfast and the apples highly recommended.

No mushrooms, no hash browns, no margarine. Basically if you don’t eat meat or dairy your options are fruit or dry bread. Premier Inn manage proper breakfast options, why can’t holiday inn ? I can’t remember if we had to pay extra for breakfast, I’m hoping we didn’t