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"I stayed at Bristol Hotel several times before as a direct customer and had no issues. This time I visited as an Expedia customer and the experience was the opposite. Our plane was delayed by hours and we arrived at the hotel exhausted just before 11pm. I was given a piece of densely typed paper to sign without any explanation and the room keys. Not a word about the breakfast time, the restaurant, WiFi etc or where to find that information. Next morning we had to leave at 4am to catch a train. I asked for packed breakfast (which was never a problem before) but was told the kitchen was closed and it was not possible to pack breakfast by 4am. I asked if they could leave the packed breakfast in my room later, and was told to speak to the restaurant (which was closed). I dropped the packed breakfast request. The room was nice but the air in the room was far too stale; difficult to breathe. The window was locked and the air conditioning system did not work. In short, we wasted more than an hour with the hotel reception to try and resolve the stale air issue (there were no keys to open the window, the air conditioning system was controlled from the reception area and broken for that room, there was no free room to move us to, then there was a room and someone with new keys was on the way twice but never arrived, then there was no room again - endless nonsense). We stayed in that room in the end, annoyed beyond belief. Not a 5-star hotel service-wise, far from the 5-star standard."

"Great hotel near the train station, a short walk to the city centre. My room was large and very comfortable. It has a kettle and a coffee machine. There was daily housekeeping which I don’t expect any more (hotels in the uk seem to cut corners these days!). I paid for breakfast one day and the choice was plentiful. I would definitely stay here again."