Norwich Nelson City Centre

Consistently praised friendly, knowledgeable staff. Convenient location near train station and city center, with beautiful river views. Comfortable, spacious rooms and cleanliness noted. Availability of softer pillows appreciated.

A loose service panel fell onto my head from the ceiling in the room. I went to reception to resolve the issue and was told there was no manager onsite and I was asked to return later that evening. When i returned the lead was unavailable and said they would come up to my room to take a report and look at the hole in the ceiling. During the completion of the incident report, the hotel iPad battery died so I had to go downstairs to reception to provide the information for a second time. I was informed twice there were no other rooms available, the options provided was to go back and fix the panel myself, or the reception staff could attempt to fix it as there was no maintanmence member or manager onsite. I was then asked if I would consider restarting to the room and they would call me the next day to fix. I advised staff this was not good enough and i wanted my money back to stay in another hotel as the room was not safe. I requested to speak to a manager but was informed again no managers are ever onsite. The receptionist then took the hotel phone into a side room and when she returned she said the manager said we can change your room (although about 5 minuets ago the hotel was fully booked). I was also told the manager would call the next day, we are over at over a week later and no one has called me. I have received an insincere email offering a refund for one night. I have stayed at this hotel before and i had no complaints but this time it was the worst hotel experience i have had.

We regularly stay at different Premier Inns throughout the country but can easily say that the Nelson in Norwich is the best! All staff polite, attentive & friendly, special mention to Zoe who assisted us with an issue with car parking & June who checked us in, both were very nice & friendly, a real credit to the hotel! Great location close to the Riverside area. Restaurant better than had expected, separate review left. Can’t wait for our next visit.