Bristol Hotel

My first stay here and definitely will be my last! The room was bang average the tv kept turning on and off, the AC didnt work and its been so hot recently. The water taps weren't working properly. The hair dryer didnt work and the customer service here is absolutely terrible. Ive stayed at many hotels in Bristol and this has got to be the worst by far! Would not recommend at all very over priced i had a better stay at 3 star hotel!

10 days on - still no refund! ... I rarely leave negative reviews, but our experience at the Bristol Marriott Royal Hotel was so disappointing that I feel obliged to warn others. My partner and I arrived at around 2pm, about an hour before check-in. As we were early, my partner asked reception if we could leave our car in the hotel car park. We were told this was absolutely fine, giving us every reason to believe our booking was secure and we would be checking in later that afternoon. When we returned at 4pm to collect our room key, we were shocked to be told that we could not stay because the hotel's booking system had apparently been down for several days. What makes this so frustrating is that nobody contacted us beforehand. We had booked through Booking.com and our card had already been charged around 48 hours before arrival. If the hotel knew there was a problem, why were guests not informed before travelling? Why was payment taken? And why was nothing mentioned when we spoke to reception just two hours earlier? The attitude of the receptionist made an already awful situation even worse. Rather than showing any empathy or trying to help, we were told that the situation was "not his problem" because he had been on leave. Regardless of the circumstances, this showed a complete lack of ownership and customer care. Ordinarily this would have been disappointing enough, but this was not just a normal overnight stay. Earlier that day, my partner had proposed to me. We had chosen Bristol for a celebratory night away and booked Marriott because we trusted the brand and expected a certain standard of service. Instead, we found ourselves stranded at 4pm with nowhere to stay, forced to search for last-minute accommodation during a Red Weather Warning when availability was extremely limited and prices had increased significantly. What should have been one of the happiest days of our lives became stressful and upsetting. Mistakes happen, and technical issues can occur. What is much harder to accept is the complete lack of communication, accountability and support shown throughout the experience. Had we been contacted in advance, we could have made alternative arrangements. Had staff shown genuine concern and assistance, the situation would have been easier to understand. Unfortunately, Marriott's handling of this situation significantly tarnished what should have been a wonderful memory, and we felt completely let down by a hotel and brand from which we expected far better. I sincerely hope no other guests experience the same lack of communication and customer care that we received.

This was my third or fourth time staying at this hotel. Overall I enjoyed it just as much as the other times. They told me as I was checking in that the air conditioning was not operating properly. In fact during my 5-day stay it only worked in the common areas. That said, I’m from the southern US and it was basically in the 70’s and low 80’s, Fahrenheit, so I didn’t think it was hot at all, plus there was a huge fan in the room. If you are sensitive to heat, though, check that the A/C has been fixed. One thing I realized for the first time this stay was that you can have your included breakfast delivered to your room for a 5-pound surcharge. To me that’s totally worth it to avoid a buffet breakfast, which I have come to dread anywhere. The breakfast food is so-so, but it’s nice to have it delivered. It’s worth it to upgrade to a room with a Nespresso, because the regular coffee is only okay. The staff is very kind, the room was quite nice, and the hotel overall is nice and well located.