Mercure Bristol Holland House 4 stars

This stay was a complimentary two night stay following a terrible experience the first time that we stayed. Although this was a lovely gesture this stay was just as bad as the first and we will never stay again or recommend it to others. POSITIVES Lovely and helpful staff. NEGATIVES Location - poor, same price hotels central. Noisy - we were at the front of the hotel so had the noise from the road one side and the constant banging of doors and corridor noise all night long the following side - little sleep for 2 nights. The hotel needs to invest in some sound proofing and door closers to reduce the noise of doors slamming all night long. Room service - I see room service as a treat given the cost. It took hour and a half for a wrap / chips and toastie /chips to be delivered to the room. When it finally arrived it was cold and dried out. The quality was a disgrace. At least it didn't end up being dropped on the floor and left upon arrival this time though. Parking - never enough spaces. Room standard - satisfactory clean wise but dated.

My and my wife stayed at this hotel for three nights, we found the hotel was kept to a good clean standard, All the staff we met we’re very polite and helpful, we were lucky enough to have one of the junior suite which was very spacious and comfortable, the breakfast was very good and so was the evening meals we had, the only downside was the choice of drinks at the bar they were out of a lot of the beers and not much left to choose them but I was told there were waiting on a delivery, I would definitely use this hotel again when we visit Bristol next time.

I booked two rooms, one of the rooms was great, the other room had a number of problems, the first was the TV had no power lead connected and I had to go to reception to report it and wait for a couple of hours for it to be fixed, secondly the fridge didnt work at all or at least I couldnt get it to workand thirdly the carpet had really bad stains ( i have pictures) which left a lotb to be desired.

We like the Mercure Holland House in Bristol and pretty well always stay there when visiting family. We accept times are difficult, and found the special measures introduced by the hotel to be very acceptable. However the quality of the food at breakfast was poor, our toilet flush in room 115 was not working properly, and on the first morning of our stay we discovered the shower wasn't working so had to get a key to another room in order to get ready for breakfast. On the plus side the larger TV in the room was good, and the margherita pizza from the bar menu was very nice. The staff were generally helpful and friendly, but I have to say it was a disappointing stay, 24th to 26th August 2020.

I was called to Bristol in the morning on urgent business, which meant that I needed to find a hotel room last minute, when I realised I also needed to stay the night. I booked quickly on booking.com around 6.30pm last night. The check-in experience was good. Despite a long queue, the receptionist was very efficient and friendly. She even upgraded my room, which was a pleasant surprise. The restaurant experience was not great. I went down around 7.30pm, immediately after I had checked in. I was left waiting for a long time to be seated, and then was told there were no tables, despite a few being available. I asked to sit at one of the free tables, and she agreed. Strange that I was being turned away! It took a long time to get a menu, and then when I asked to order straight away, I was told people had arrived before me that she needed to take their order from. This was frustrating, as I had had a long drive and work day, and just wanted to eat! She took my order eventually (after I watched her not take other people's orders, just clean the tables), and then advised me there was an hour wait. It would have been useful to have been advised this when I arrived and I could have made a decision to go elsewhere. The food was disappointing. £14 for haddock and chips, which was described as having a tempura batter, was not the freshly cooked battered fish I was expecting. I think I could have obtained better quality fish from Iceland supermarket! I did not eat much of the meal, yet no one checked if the food was ok for me to give feedback - despite clearing a virtually full plate! When the bill came, the "Eat Out to Help Out" discount had not been applied, and the waitress seemed surprised when I asked about this. With regards to my room, the toilet would not flush. My shower this morning ran for 15 minutes on every possible setting, and was freezing cold - not a hint of hot water. I fed this back that the plumbing needed to be seen to as I checked out, as I had a cold shower. No apology was offered, and I was told they would get someone to look at it. No record was made, so I am not convinced someone will look at it, and the next person will experience the same. I do usually stay at The Hilton Garden Inn when at Bristol. However, spending two nights there last week (with a limited restaurant menu), I decided to try something different for variety. Sadly this was a mistake! I emailed the manager straight away with this feedback - a week later, I have still not had a response.

Was ok, nothing special - the ladies toilets by the bar had no toilet roll and the 2 were blocked, I did mention this to reception staff but nothing was done. Also the bar staff were not very friendly.

yummy breakfast and spacious room. Lovely!

Staff on check in were rude and short - told to come back at check in time, not even any effort to see if room as available early. Enquired about the pool - told closed. When asked why I was just told COVID. Room was dirty, with stains on the carpet, walls and ceiling. I sent pictures to the reception - no response. There was a 1 hour wait to be seated for breakfast. Airconditioning noisy, can not open windows to ventilate.

When we arrived we were greeted with a warm welcome. The weather was really awful, very heavy rain and we had arrived early and asked Reception if we could leave our in the car park and come back at the check-in time. they checked and allowed us to check-in early. Fantastic as we were wet and cold. The were lots of Sanitize stations. Breakfast was super, we were met at the Dinning Room, led to a table and there was a lovely choice on the menu, breakfast was amazing. Much better than a Buffet. The staff at breakfast were really good and also the housekeeping staff. We look forward to our next visit.

My girlfriend and I booked this as a delayed getaway, having booked earlier in the year. This was cancelled and a full refund was given, so this was no problem. The hotel staff were excellent and helpful, but the experience overall wasn’t quite to the same standard. Having paid to upgrade the room, our first room was 5m or so away from the lobby, down 6 stairs or so. As a result, the noise from the bar combined with screaming children kept us awake til almost midnight. I can appreciate that the lobby will be noisy but it seemed quite ridiculous to be kept up by that amount of noise at that time, especially given that there were still many coronavirus-related restrictions. In addition to this, the fridge also was broken. We were moved to a room on the floor above by a lovely member of staff behind the desk who was very understanding. The fridge worked in this room luckily but the room itself was freezing for much of the evening. It’s unfortunate that the AC wasn’t connected to the heating due to it being summer, which is understandable, but on colder days in the summer it would be nice to be able to use the heating too.

Have stayed here before and had reservations about the COVID experience but all aspects were handled brilliantly - well done.

Prices for food was meant to be eat to help out and your waitress said no, all the barrels were empty so choice of drink was next to none, the restaurant wasn’t even open. How you have to pay so much for parking is a joke. Staff were kinda friendly

We have been visiting this hotel for the last 20 years and this was the worst stay that we have had. So many complaints about the service. Rooms do not get cleaned unless you specifically ask which we were not told about until I went to reception to complain so no clean towels or bed making or anything. Even when I did complain there was still no offer of our room being cleaned I was just handed 2 towels and some tea/coffee sachets. We were not asked if we would like to have breakfast when we checked in We were in a privilege room - toilet did not flush properly in the room, water pressure in the shower was very weak Went to the bar and ordered a vodka and tonic asked for a slice of lemon/lime and was told they didn't have any. Not sure even during Covid there has been a shortage of lemons/limes??? The cans of soft drinks that were provided in the mini bar were all dented so we were unable to open them (This would have been clearly visible when they were put in the fridge) If we had known there was such a reduction in service level at this hotel we would not have paid the £100 a night charge which is around the same price that we have paid previously but with much better service. All telephones have been removed from the rooms so if you need to contact reception apparently you need to use what's app which we were not told about so each time I went to reception to complain I had to go down to reception from the 4th floor to then be told we should use what's app

CHECK IN I received a text message at 2:31pm saying my key would be ready from 2pm. I arrived at check-in at 4:45pm and was told my room would not be ready until 6pm. I was offered a welcome drink. This was very disappointing given I was only staying in the hotel for one night. ROOM SERVICE When I finally checked in I was told I could order room service for breakfast if I sent a whatsapp message to receive a menu, which I did. I ordered room service for the following morning at 8:30am which was confirmed. At 8:30am the following morning I received no breakfast, and no one contacted me. I again contacted front desk and was told there was no room service available. Again, very disappointing given this had been confirmed the previous evening. I went down to breakfast which was completely full of people with no social distancing at all and all tables full, with a large crowd waiting to be seated. I was therefore unable to have any breakfast which was included in my room rate. PARKING I would also point out I was unable to park in the hotel cark park as it was full. This is fine as I parked elsewhere and understand there is not an available spot for everyone but I was appalled by cars parked all over the parking lot, on the kerb, in non-designated parking spaces and creating a significant fire risk. The NCP parking across the road costs £4.70 overnight and guests should be instructed to use this facility when the hotel parking is full. SUMMARY In summary the hotel should do a better job at ensuring it is prepared to receive guests with all the new restrictions. Social distancing in common areas should be enforced and the breakfast area should be by pre-booking only and should be restricted in terms of numbers.

Bad from start to finish