Bristol (Alveston) hotel

We came to the area to scatter my nans ashes as she lived here as a child and to also travel to Wales to scatter my grandads as that’s where he lived as a child. My sister and I came with two children, aged 10 and 8. My mum and her husband and my auntie and her husband also stayed. We were late arriving on the Friday evening, the gentleman on reception was lovely, booked us in for breakfast the next day, explained where the room was etc. We had breakfast on the Saturday morning, staff were all lovely, helpful when asked a question and it was very nostalgic for us all to hear people talking with the same lovely accent my late nan had. We left the hotel around 9.15am, to travel to various places scattering ashes along the way. The journey to Milford Haven in Wales took nearly 3 hours there and the same on the way back. As you can imagine it was a very long and emotional day. We arrived back at the hotel around 8pm, popped to the room and then went back to pub across the car park for some food. We had a lovely meal, toasted our late nan as it was her birthday. On returning to reception we were collecting some milk and teabags, the children were talking, the receptionist then stopped speaking to the customers checking in to say to the children that the corridors were quiet from 9pm… it was 9.30pm. We were stood in reception, not in a corridor. We were waiting to book in for breakfast. I felt extremely embarrassed that she stopped speaking to the customers she was dealing with to basically tell us off for talking in an open reception not even near the quiet corridors. As I say the children were talking, not shouting or even messing around which considering they’d had 6+ hours trapped in a car, a very emotional day and one has severe adhd and autism, talking was actually fine! If she had seen him on a bad day we would’ve probably been removed from the hotel! We didn’t book for breakfast, I said to her we weren’t stood in a corridor and they were talking not shouting, we then left and went to our room. I went back to reception to give the lady some feedback, explain it had been a long and very emotional day, that the children weren’t misbehaving they were talking, to be met with a very sarcastic “is there anything else I can help you with madam, we are on cctv madam and would you like to speak to my manager madam.” I found her whole demeanour absolutely awful. I was telling her we’d had an awful, emotional long day, with children with difficulties and that she could’ve waited for the other guests to have gone and the mentioned about the quiet corridors in a different way, but she just kept saying “anything else I can help you with madam?” The day was, as I say long and emotional, but also a day to remember because of what we did & with it being the first birthday of nans without her here. That receptionist has put such a massive dampener on my time and I can honestly say I went to bed livid. On a day were the children have been bored, trapped and around very emotional adults I think them speaking in reception is more than ok. I actually had not long before told them how proud I was of them for how they’d behaved all day, only for some receptionist to act like they were running g riot and screaming down corridors. I did myself no favours, as she was just continuing to be sarcastic, not listen or even say something like “I’m sorry if it came across as rude”. she just continued to be sarcastic, I did call her a name and stomped off to our room, not my finest moment but also the frustration of someone not even listening or even realising what she had done could appear rude got the better of me. When I went to give the feedback I really just wanted her to realise how hard that day had been and how actually those kids had really done nothing but I was just met with sarcasm. Ruined what would’ve been lovely as that will be what I remember from this trip. Please train your one member of staff about unseen disabilities, especially in children and how to maybe speak to customers about things.

After 6 hrs of travelling spreading a family member’s ashes we arrived back at 9:30pm (Sat 8th). Myself, sister and 2 children were waiting in reception to book breakfast. The receptionist who was dealing with another couple with a baby told my children that they need to be quiet in the corridor as people are asleep. They were talking to us and not being noisy we would ourselves tell them to be quiet if there were being loud in a corridor. This has upset me as my children have been very behavioured on what has been a difficult day for our family and to have them spoken to in that way was not pleasant. My son has Autism and ADHD which is challenging but to have his good behaviour dismissed so blatantly infront of others is disappointing. We attempted to address the comment made by the receptionist who was further dismissive. As she stated you have CCTV so please check the cameras at this time and you will see how rude your staff member was to my family.

Very clean inside, extremely helpful & kind considerate staff. Has a lovely breakfast room run by the inn. The bed was very comfortable. Everything about our stay was good

We were really blown away by the helpfulness and warmth of welcome at this Premier Inn. Amazing to get a balcony and a view too!

Very friendly staff very helpful especially Alex and Tracey helped us have a lovely breakfast before we set off for a busy day