To make it brief: the staff were rude and incompetent. The manager was incompetent and unscrupulous. The hostel was filthy, dilapidated, and massively overpriced.
Although my first impression was that it was expensive for what it was (no hot water in showers, a door that doesn't lock, filthy kitchen...) I decided it would do for a weekend away with friends.
However, on the second night we were awoken by a rat underneath our bunk. This place would fail any standard health and safety check and it is totally unacceptable to let a relatively expensive hostel in the developed world fall into such deplorable filth.
When we went to ask for a room change and a refund the receptionist was totally unapologetic and rude. He did nothing to reassure us and did not bother to contact the manager to arrange a solution, telling us to come back later that evening when she would be around. We were made to feel as if we were at fault and no responsibility was taken.
There was also a huge amount of confusion as the receptionsists were unable to properly log payments and lodged somebody elses money to our record (making us 35£ overpaid that morning and by the eveningtime we came up as owing £20)
That evening, the manager seemed to be willing to arrange a solution - but told us it wouldn't be fair on other guests to fully refund us as she had only "partially reimbursed" others, and besides, "we would lose money if we reimbursed everybody who complained". Well within our rights to a refund, it is outrageous to suggest that we should be more considerate of how profitable such a terribly run hostel is. I am sad at the thought that they refused guests unable to fight their corner, equally affected by the problem, due to language barriers.
To make matters worse, when we had eventually arranged our refund, the manager proceeded to charge us twice for the refund via card (charging my friend £60 in total), and willing to try a third time - to make £80 charged as she clearly had no idea to perform basic administrative tasks. We took the money in cash (a huge inconvenience as our home country uses the euro)
We spent a huge amount of time dealing with terrible staff entirely lacking in any sort of professional (or even polite) notions of conduct.
The location was ideal (right beside the bus station). While the bar is really loud all night, you are allowed consume your own alcohol there if you are a guest.
- Official Description (provided by the hotel):
- An Eco-Friendly Backpacker Hotel situated in the heart of Bristol's lively cultural district Stokescroft, just 10 minutes walking distance from the City Centre. We are right in the heart of Stokescroft, Bristol's famous bohemian quarter. Nearby there is a host of amazing graffiti and street art, including pieces by world-renowned artists such as Banksy. There are also many great alternative cafes, bars, pubs and clubs to be found in the area. We have: -Private, Twin & Dorm Rooms -Shared Toilet & Shower facilities -Self-catering Kitchen (with communal food shelf) -Free Tea & Coffee -Free WI-FI -Free use of Computer -Guest Common Room and TV Lounge -Laundry Facilities -Luggage Storage -24 Hour Access -The Full Moon: Pub/Restaurant with Pool table and DJ Booth -The Attic Bar: Live Music Venue (Fridays/Saturdays) -Woodfired Pizza Oven (Fridays/Saturdays) -Shisha Bar -Large Courtyard/Outdoor Seating Area A gentle reminder to all our future guests - we are in a very vibrant area and have a popular and busy bar downstairs, especially over weekends. ... more less
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- Also Known As:
- Full Moon Backpackers Hotel Bristol