Novotel Bristol Centre 4 estrelas

Another poor Novotel experience. Priced mid end, reality is more budget. Reception not warm or welcoming or receptive to feedback at the end of our stay. Room (non smoking) smelt like stale cigarette smoke, thinnest duvet, hard bed. No longer get even the basics such as a shower gel which is handy on a quick stopover. Unfortunate to have v noisy neighbours to top off an already poor nights sleep!

To be positive, the hotel is very well positioned, beds are comfortable. The quality and service of food and drink in the bar is excellent. Unfortunately we have made a complaint in writing which has been ignored. We were woken from our sleep when a painting crashed down from the wall onto the sofa. It was a shock and a bit scary. I had been reading until late and would have been hurt had I not gone to bed. When we first told reception on the morning we were told it would be sorted out at checkout. No one came to look and at checkout the receptionist was barely able to apologise or offer any reduction of fee in recognition of our disrupted night. When I pursued this this she offered a free drink. I asked to speak to a manager as this was obviously not something the receptionist was authorised to deal with, to be told there was no manager on the premises as ' it was 9.30 on Saturday morning' and no one available by phone. So, no manager and apparently no caretaking staff in a large corporate hotel. We had pre-paid so could only accept that we had to raise our complaint by email. Which my husband did, to no response at all. I wonder what would happen at the Novotel if there was a serious safety issue?

Excellent location right by my workplace and near shops. The breakfast was amazing, Rooms are basic as I was expecting a larger TV. Beds are comfortable with 4 pillows. There is on site car parking but found it quite expensive £29 for 2 nights. Restaurant is convenient the fish and chips was amazing. This is a pet friendly hotel so it's definitely a hotel I would revisit again.

Stayed here a few times but this has been awful. Monday night there was a mouse running around in the restaurant, it came back 3 times running up and down. I screamed, other diners saw it too. Waitress came over, she was not surprised and said well it’s gone now!! Awful no apology from her, seems this maybe be a regular!! Tuesday night, 3am fire alarm, so I evacuated the building with others and we went outside. Alarm continues to keep going off. No communication from the night porter at all. After 30 mins people were just going back to their rooms, we were not told to do so by the porter!! Someone later said it was a ‘drunk’ setting the alarms off in the carpark!!! At check out on Thursday morning. Receptionist said Good morning how are you? I said extremely tired, she didn’t acknowledge my reply or apologise for the alarms. So all in all a very disappointing stay!!!

The mattress was excellent! Best sleep in a hotel for many years. Firm and supportive, just wha I needed. Let down by the dribbling shower unfortunately. Fix that and it will be five stars for sure. I didn’t use any other facilities so not sure how they were.