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Guest FAQ's & enquiries

Everything you need to know about us with answers to all guest frequently asked questions

Motel

How do I book, modify or cancel a reservation?

For the fastest way to book, best rates and latest availability, visit mollies.com or download the Mollie’s app (iOS/Android), free from Apple and Google stores.

The Mollie’s app (iOS/Android) allows you to book, see and manage your stay and diner reservations at any time, check-in when it’s right for you and chat to our friendly team 24/7. The Mollie’s app (iOS/Android) also allows you to charge your car, access your room with our digital key, control and cast your favourite TV and Netflix, and order food on the go. Simple.

All Advance and Flexible rate bookings can be cancelled using the Mollie’s app (iOS/Android) or via mollies.com.  Advance rates can be cancelled up to 30 days before check-in and a full refund will be given.  Flexible rates can be cancelled up to 24 hours before check-in and a full refund will be given. If you wish to change the date of your stay, please cancel your booking and rebook via mollies.com or Mollie’s app (iOS/Android). No refunds or changes are possible within 24 hours or if you’ve booked a Non-Refundable rate. 

For any third-party bookings not made via mollies.com or the Mollie’s app (iOS/Android) (booking.com, Expedia and other travel agents), all cancellations or modifications should be made via the travel agent. Please check your confirmation email for the details and terms of your booking and contact them directly.

How do I check-in and check-out?

You can check-in when it’s right for you via the Mollie’s app (iOS/Android) giving you access to your room with our digital key when you arrive. You can also share the key with other guests staying with you. Check-out is automatic when using the Mollie’s app (iOS/Android).

Alternatively, you can check-in and check-out at our reception on arrival and the team can provide you with a room key.

What time is check-in and check-out?

Check-in is from 3:30pm on the day of arrival. Check-out is by 11:00am on the day of departure.

Do you offer early check-in or late check-out?

Yes, we also offer early check-in from 12:00pm on the day of arrival and late check-out by 1:00 pm on the day of departure.

This can be booked via mollies.com or on the Mollie’s app (iOS/Android) at the time of your booking and is subject to availability. If you have already booked and wish to purchase this for your booking, please contact our reception team using the 24/7 chat facility on the Mollie’s app (iOS/Android) or give us a call.

What is your cancellation policy?

There are three types of rates we offer. Flexible, Advance and Non-Refundable rates.

All Flexible rate bookings can be cancelled using the Mollie’s app (iOS/Android) or via mollies.com up to 24 hours before check-in and a full refund will be given. All Advance rate bookings can be cancelled using the Mollie’s app (iOS/Android) or via mollies.com up to 30 days prior to check-in and a full refund will be given. If you wish to change the date of your stay, please cancel your booking and rebook via mollies.com or Mollie’s app (iOS/Android). No refund or changes are possible within 24 hours or if you’ve booked a Non-Refundable rate.

For any third-party bookings not made via mollies.com or the Mollie’s app (iOS/Android) (booking.com, Expedia and other travel agents), all cancellations or modifications should be made via the travel agent. Please check your confirmation email for the details and terms of your booking and contact them directly.

Will I receive a booking confirmation email?

Absolutely. For all bookings made directly via mollies.com or the Mollie’s app (iOS/Android), a booking confirmation will be sent to the email address you provided. If for whatever reason this email doesn’t arrive, please first check your junk folder or give us a call and we can confirm your booking.

For any third-party bookings not made via mollies.com or the Mollie’saApp (iOS/Android) (booking.com, Expedia and other travel agents), this email will come directly from them. To use the Mollie’s app for a booking made via a third party, download the Mollie’s app, sign up for an account and choose ‘Link booking’ once logged in.

When do I pay for my booking?

All bookings made directly via mollies.com or the Mollie’s app (iOS/Android) are paid at the time of booking in advance of your stay. Payment can be made via credit or debit card, Google or Apple Pay.

For any third-party bookings not made via mollies.com or the Mollie’s app (iOS/Android) (booking.com, Expedia and other travel agents), please check the payment terms set by the third party.

Can I pay in cash?

We operate a fully cashless business. We accept all major bank debit and credit cards.

How do I book for a group?

You can book up to four rooms in one booking via mollies.com or the Mollie’s app (iOS/Android). For group bookings of five or more rooms, please contact our reception team.

Do you offer corporate rates?

Yes, we certainly do. Please email us at corporate@mollies.com and a member of the sales team will be in touch right away.

If I am a corporate customer, can I still use the Mollie’s app and access all the same benefits?

Yes, you certainly can. To use the Mollie’s app (iOS/Android) for a booking made by your company, download the Mollie’s app, sign up for an account using your preferred email address and choose ‘Link booking’ once logged in.

The Mollie’s app (iOS/Android) allows you to book, see and manage your stay and diner reservations at any time, check-in when it’s right for you and chat to our friendly team 24/7. The Mollie’s app (iOS/Android) also allows you to charge your car, access your room with our digital key, control and cast your favourite TV and Netflix and order food on the go. Simple.

Can I obtain a VAT invoice?

Please request this at reception and we can email or print you a full VAT receipt.

How many people can stay in a room?

Mollie’s double and accessible rooms have super king-size beds, and our twin rooms feature two comfy single beds. All rooms can sleep two people.

Our connecting rooms feature a double room interconnected with a twin room sleeping up to 4 people.

Mollie’s bunk rooms feature four comfy bunk beds (two up, two down), sleeping four people.

Children under 18 are required to be accompanied by an adult.

Can I bring an infant, and do you have infant cots?

We offer free infant cots suitable for children up to three years old. These can be booked free of charge via mollies.com or on the Mollie’s app (iOS/Android) at the time of your booking and is subject to availability. If you have already booked and wish to amend your booking for this, please contact our reception team using the 24/7 chat facility on the Mollie’s app (iOS/Android) or let us know on arrival and we can arrange this for you.

What’s included in your room?

Our rooms have been exclusively designed by Soho House and include luxurious cotton bedding and towels, dreamy hand-crafted Hypnos mattresses, sound-insulated windows, light oak and terrazzo finishes, climate control, super-fast Wi-Fi, super-power rain showers, Cowshed natural products, app-controlled TV with seamless syncing of your own Netflix (just like home), contactless room access, velvety armchairs by Conran, Dyson hair dryers, GHD wands, tea and coffee – all the essentials and more.

Should you need an iron and ironing board, please contact our reception team using the 24/7 chat facility on the Mollie’s app (iOS/Android) or let us know on arrival and we can arrange this for you.

Do you offer water, tea and coffee in your rooms?

Please enjoy Mollie’s own artisanal house coffee blend by Darkwood. Our award-winning coffee is ethically sourced from Brazil, Colombia & India with notes of hazelnut & chocolate.  It comes in a compostable bag so all you have to do is add hot water and give it a stir.  We’ve also provided a selection of teas for you to relax and enjoy. To help improve the environment and avoid the use of kettles, hot, chilled and ambient water is provided at water stations located on each floor.

Can I add breakfast to my booking?

Yes, you can add a discounted breakfast voucher to your booking via mollies.com or on the Mollie’s app (iOS/Android) at the time of your booking.  Your breakfast voucher will be emailed to you and accessible via the Mollie’s app (iOS/Android). Using the Mollie’s app (iOS/Android), you can store your voucher for you and the family in your Apple Wallet and redeem in our Diner during your stay.

Do you have Accessible rooms?

Accessible rooms are available at all our Mollie’s sites. Our accessible rooms contain panic alarm buttons located at both bedsides which notify our reception team to come to your assistance. You’ll also find an emergency help cord in the bathroom should you require assistance. We offer special vibrating alarm pillows on request for anyone with hearing impairment. Should you require any information or assistance during your stay, please speak to the reception team who will be happy to help.

All of our accessible rooms can interconnect with a double room should you require. This can be booked via mollies.com or on the Mollie’s app (iOS/Android) at the time of your booking and is subject to availability. If you have already booked and wish to amend your booking for this, please contact our reception team using the 24/7 chat facility on the Mollie’s app (iOS/Android) or give us a call.

What rooms are most suited to families with children?

Our connecting rooms and Mollie’s bunk rooms are especially suited to families with children.

Our connecting rooms feature a double room interconnected with a twin room sleeping up to 4 people. Mollie’s double rooms have super king-size beds, and our twin rooms feature two comfy single beds, each sleeping two people.

Mollie’s bunk rooms feature four comfy bunk beds (two up, two down), sleeping four people and can also be connected to a double room, subject to availability.

Children under 18 are required to be accompanied by an adult.

We offer free infant cots suitable for children up to three years old. These can be booked free of charge via mollies.com or on the Mollie’s app (iOS/Android) at the time of your booking and is subject to availability. If you have already booked and wish to amend your booking for this, please contact our reception team using the 24/7 chat facility on the Mollie’s app (iOS/Android) or let us know on arrival and we can arrange this for you.

Is there parking available and how much does this cost?

Parking at Mollie’s is free of charge for all guests staying in our motel. We also have dedicated accessible parking bays.

Do you offer EV charging?

For those needing to charge their electric cars during your stay, we offer overnight EV charging. Reserve your dedicated EV parking space when you book with us via mollies.com or on the Mollie’s app (iOS/Android). Simply park up, plug in and start charging via the Mollie’s app (iOS/Android).

If you have already booked with us via mollies.com or on the Mollie’s app (iOS/Android) and wish to amend your booking for this, please contact our reception team using the 24/7 chat facility on the Mollie’s app (iOS/Android) or let us know on arrival and we can arrange this for you if a bay is available.

Mollie’s Rapid EV Charging points are also available to the public and guests at our Bristol and Oxfordshire sites. Rapid-charging tariffs are displayed on the machines.

Please note, while certain areas of our car park are CCTV monitored, we unfortunately cannot be responsible for any issues during your stay.

Do you have Wi-Fi and is it free to use?

We’ve made sure all our rooms and public spaces have superfast Wi-Fi so you can feel at home with internet, email and cast all your favourite programs and Netflix to your TV.  No password is required, simply choose ‘Mollie’s Wi-Fi’ and enjoy.

Do the rooms have air conditioning?

Yes, all of our rooms have individual climate control. The air conditioning control panel can be found on the wall as you walk into your room. To help towards a sustainable environment, we centrally control the temperature of all our rooms to ensure we’re not unnecessarily using energy when the rooms are not occupied.

What is your policy on extra towels in room?

You’ll find bathroom and hand towels in your room. To reduce our environmental impact, we will only replace and provide further towels on request. Please either message us on the Mollie’s app (iOS/Android) or contact our reception team at the front desk for assistance.

Can I smoke at Mollie’s?

No smoking or vaping is permitted inside Mollie’s at any time, whether in your room or elsewhere. Mollie’s has designated smoking areas. Please speak to a member of the team who can advise you of their location.

Do you allow pets at Mollie’s?

Unfortunately, with the exception of service animals, we do not allow pets at Mollie’s. If you (or your party) need the assistance of a service animal during a stay, we kindly ask you to notify us before arrival. Emotional support animals do not qualify as service animals.

Do you have hypo-allergenic pillows?

We provide hypo-allergenic pillows and bedding on request, subject to availability. Should you require assistance, please either message us on the Mollie’s app (iOS/Android) or contact our reception team who will be happy to help.

Do you have charging points in the rooms?

At each bedside, there are USB ports for universal phone and other device charging.

How do I notify you when to clean my room?

In your room, you’ll find a Mollie’s Makeover door hanger on the back of your door. If you don’t want to be disturbed, please hang this on your door and our housekeeping team will give you some privacy and return the following day.  Otherwise, be assured our team will give your room a makeover to the highest standards we hold ourselves to. Should you not wish us to clean any towels, please hang up the towels and we will fold them to reuse the following day.  Should you require assistance, please either message us on the Mollie’s app (iOS/Android) or contact our reception team who will be happy to help.

What sort of bed and mattress do you provide?

Mollie’s beds are super king-size with mattresses handcrafted by renowned British firm Hypnos and dressed with indulgent cotton sheets – all designed to deliver a restful night’s sleep. Mollie’s mattresses are exclusively designed for Soho House and handmade by master craftsmen in England by Hypnos, holders of the Royal Warrant from Her Majesty Queen Elizabeth II for supplying the Royal Family’s residences with beds and mattresses.

Each mattress has 1000 individual pocket springs for a medium to firm feel and traditionally tufted for lifetime stability and treated with an anti-microbial, anti-bacterial and anti-bed bug treatment. Pocket spring mattresses provide pressure relief and help increase blood circulation and alleviate tension, which in turn allow your muscles to relax and mould to your body, leading to natural spinal alignment and healthy back support. Our mattresses use the very finest natural and sustainable materials to create a breathable, resilient and active sleep system offering supreme comfort and total body support while you sleep.

Where can I find local transport information?

Details on how to get to us – and all related local transport information – can be found on our website, mollies.com, along with our local staycation guides with the best things to do close to Mollie’s during your stay.

What’s the fastest way to chat to the motel team?

Simply download the Mollie’s app (iOS/Android) and you can message the reception team 24/7 for any assistance. Alternatively, please pop down to the reception desk and a member of the team will be happy to help.

What is there to do near Mollie’s?

We’ve created a staycation guide showcasing all the best things to see and do near Mollie’s. You can find these at mollies.com.

What is there in the Mollie’s lounge?

Our lounge is open 24/7 throughout your stay. The lounge features a lobby, bar, workspace, Mollie’s General Store and a comfy living room, creating a home-from-home and a space to work, socialise or relax and enjoy a cocktail.

Those wishing to work can find dedicated desk space in the lounge with free superfast Wi-Fi, wireless phone charging, free wireless printing, bottomless tea and Mollie’s own artisanal house coffee blend.

Mollie’s General Store offers a handy takeaway of treats and everyday essentials. From the toothbrush your partner forgot to pack, the charging cable you left at home or a Cowshed gift, we’ve got you covered.

Can I print something at Mollie’s?

You can wirelessly print for free in our lounge reception during your stay using Apple Air Print. Using your iPhone, connect to our superfast Wi-Fi, ‘Mollie’s Guest Printing’ and once connected, you will be able to print to our printer.   Should you require assistance, please speak to the reception team who will be happy to help.

Diner

Where can I find information on the diner?

Inspired by the retro roadside pit-stop, a big juicy dollop of classic Americana – all-day breakfast, brunch, lunch, dinner, a buzzy open kitchen, a heated terrace ­– Mollie’s Diner combines contemporary Soho House design and a buzzy open kitchen with chrome, Cadillac booths and crowd-pleasing comfort food. The diner menu features classics like all day eggs, double cheeseburger, hot wings (with blue cheese), ribs and rotisserie chicken, plus plant burgers, mini meals for kids, waffles, pancakes, shakes and bottomless coffee.

We encourage you to book in advance due to the high number of reservations in our diner.

You can view our menus and find our opening hours at mollies.com or via the Mollie’s app (iOS/Android).

How do I book?

For the fastest way to book and latest availability, visit mollies.com or download the Mollie’s app (iOS/Android), free from Apple and Google stores.

The Mollie’s app (iOS/Android) allows you to book, see and manage your diner reservations at any time.

We encourage you to book in advance due to the high number of reservations in our diner.

Where can I find the menus?

You can view our menus at mollies.com or via the Mollie’s app (iOS/Android).

When is the diner open?

You can view our latest opening times at mollies.com or via the Mollie’s app (iOS/Android).

Do you offer a takeaway service?

Food on the go? For those who want quick food to takeaway, we’ve added a Mollie’s fast-track Grab & Go. Order using the Mollie’s app (iOS/Android) and collect at a time that’s right for you.

Do you have a drive thru service?

Yes, the drive thru at Mollie’s Oxfordshire is open every day. Opening times and menus can be found online at mollies.com.  Drive up, place your order and enjoy.

What should I do if I have a food allergy or intolerance?

Please let us know if you have any allergies or intolerances. Not all ingredients are listed, and we cannot guarantee the total absence of allergens. Please make our team aware and they can talk you through our practices and help with your order.

Do you have baby changing facilities?

We have separate baby changing facilities at all our sites. We also offer children’s highchairs for indoor and outdoor dining. Please ask a member of our team for assistance.

Is there a children’s menu?

We have a dedicated Mini Mollie’s menu for breakfast, lunch and dinner. And our kid’s menu includes some fun activities to keep your little ones occupied while we prepare your food.

Should you need anything specific during your time with us, please don’t hesitate to ask the team who will be more than happy to help.

Can I charge my phone?

Table wireless charging points and USB sockets are located on all of our booths.

How can I pay at the diner, and do you accept cash?

We operate a fully cashless business. We accept all major bank debit and credit cards.

You can also pay at your table at a time that’s right for you using our tap or scan payment facility. For more information, please ask a member of the team on arrival who will be more than happy to help.

Is your restaurant accessible?

All our diners have accessible entry and exit as well as accessible toilets that provide emergency pull cords which notify our team to come to your assistance.

Parking at Mollie’s is free of charge for all guests and we offer dedicated accessible parking bays, including a dedicated EV charging bay.

Do you allow dogs at the diner?

We welcome guests to bring their dogs to dine with us on our outside heated terrace. We have complimentary water bowls and waste bags and bins located at each diner. Please speak to a member of the team who can advise you of their location.

Unfortunately, with the exception of service animals, we do not allow any pets indoors at Mollie’s. If you (or your party) need the assistance of a service animal during your visit, we kindly ask you to notify us before arrival. Emotional support animals do not qualify as service animals.

Our motel & diners

How to get to us, opening times and contact information

Bristol

Diner opening times:

Weekdays:

7AM - 10PM

Weekend:

8AM - 10PM

Grab & Go:

11:30AM - 10PM

bristol@mollies.com

0117 374 7740

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BRISTOL, UK

Oxfordshire

Diner opening times:

Daily:

8AM - 10PM

Drive-Thru:

12PM - 10PM

oxfordshire@mollies.com

01367 707777

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Oxfordshire, UK

Corporate & group bookings

Information for businesses and large group bookings

Information for businesses and large group bookings

Overnight with colleagues or clients? Rewarding your teams? Regular company stays? For businesses booking directly with Mollie’s, we can offer flexible, discounted room rates. Our rooms, by the way, are the business: super-fast Wi-Fi, USB charging ports, climate control, contactless check-in, app-controlled TV, tea and coffee trays, Dyson hairdryers, GHD wands and Cowshed natural products – all the essentials plus dreamy Hypnos mattresses by Soho House, super-power rainshowers and a dash of Conran. And our rates are as attractive as the décor.

Click here for more information on corporate bookings or email us your enquiry on corporate@mollies.com so we can tell you more.

For smaller group bookings of up to four rooms, you can book via our website by simply choosing ‘Add another room’ when booking here.

Careers

We’re hiring… Find out more on our latest opportunities

Are you a friendly, people person, passionate about service and attention to detail and eager to build a career in hospitality? Join the team at Mollie’s – our new and expanding motel and diner.

We are proud to be an equal opportunities employer with a diverse perspective and aim to seek, recruit, develop and retain talented people from all backgrounds.

Mollie’s is going places. If you want to be part of our journey, visit our careers section  for all our latest opportunities or send us an email at people@mollies.com.

Press, social media & influencers

We’d love to hear from you, here’s how to get in touch with us

If you’re a journalist, an influencer, or media partner looking to work with Mollie’s, we’d love to hear from you. Please kindly contact our PR team directly at press@mollies.com.

Terms & policies

All our house rules, terms and conditions

Please see our terms and policies pages.

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