Mercure Bristol Grand Hotel 4 stars

Customer review rating (ALL Rating) 3.5/5 958 reviews

Mercure Bristol Grand Hotel - Image 1
Mercure Bristol Grand Hotel - Image 2
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Mercure Bristol Grand Hotel - Image 4

Description

Hotel extras

  • Newly renovated Grade II listed building from 1856

  • Home to the largest ballroom in the city centre

  • Home to the bee-themed Keepers restaurant & bar

  • Private Hotel Car Park

  • Within walking-distance of main amenities

Our accommodation(s)

Hotel location

Mercure Bristol Grand Hotel

Broad Street
BS1 2EL BRISTOL
United Kingdom

GPS:51.455372, -2.593519

Access and transport

Hotel services

Check-in from - Check out up to

On site
  • Car park
  • Restaurant
  • Wheelchair accessible
  • Wi-Fi
  • Air conditioning
  • Breakfast
  • Bar
  • Meeting rooms
  • 100% Non Smoking Property
  • Room service

KEEPERS KITCHEN AND BAR

Eat, drink and unwind, morning, noon and night at Keepers Kitchen and Bar. Soak up the atmosphere and experience a twist on traditional British cuisine with an imaginative menu that also features homegrown honey sourced from a hive on the hotels roof.

Our guest reviews

Our guest reviews

100% genuine reviews from our guests

Find out more

ALL Rating  3.5/5  958 reviews

TripAdvisor Rating  3.0/5  1,517 reviews

Overpriced, style over substance and the rudest service ever!

TripAdvisor rating 2.0/5

petrichor90 Couples - TripAdvisor review

Our experience of this hotel was disappointing on so many levels. Regarding the room, despite paying for a Privilege Double, we received a room with no view (it faced a slanted roof) and the lack of natural light was made worse by the room only having dim lamps and no ceiling light. Then there was the lack of general upkeep. The kettle was full of limescale particles and had no filter so was unusable. There was visible red mould on the rainfall shower head and black mould on the handheld shower head. The fridge wasn’t plugged in, so we had no way of chilling our wine. Then there was the appalling service. We tried multiple times to ring front of house, room service, maintenance - any phone line we could get through to - to ask for some extra towels to be brought to our room - and no one answered despite waiting for several minutes on the line and trying multiple times. When someone did answer they seemed have lifted the receiver but were chatting amongst themselves and not listening on the phone. We went down to reception to request the towels and were still kept waiting for over 20 minutes and they only turned up after a further reminder phone call. This whole saga took about 45 minutes which disturbed our rest after a long day walking around the city. Finally, and the biggest insult of all, was the rude person on the front desk (Rahul) when we checked out. He didn’t look up from his computer screen when we approached the desk and queried if we needed to validate our car parking ticket to exit the car park. He handed us a ticket without bothering to look up at us or make any eye contact, let alone asking how our stay was! I asked him if he wanted our room key as we were leaving. I put it on the desk, told him the room number and had to walk away as I wasn’t prepared to make any more effort to interact with this rude man when he was acting like we weren’t even stood there. This was a hurtful and unpleasant end to our already shambolic stay. Don’t be fooled by the nice decor in the photos… this place is the definition of style over substance. The basics aren’t right. The room was totally not worth £139 a night and after this first experience of staying in a Mercure hotel, I wouldn’t dream of returning to one again!

Not grand any more

TripAdvisor rating 2.0/5

dulcieb TripAdvisor review

This is a very dated, tired hotel in need of some tasteful decor. The lobby is shabby and smells like men's toilet cakes. The room we were allocated had a reasonably comfortable bed but the decor is poor. An ikea cupboard with a threadbare bathrobe hanging on it, bar heaters jammed into the side of the bed, dirty yellow air conditioner on the wall. The bathroom is ok but the bath needs refinishing. Breakfast is a cafeteria full of tour groups.

Friendly staff, tired building

Customer review rating 2.5/5

Pippa M. Couples - Confirmed reviews ALL

External window and frame disgusting, double glazing flooded. Aircon not working in room. Lack of towel hanging in reach of bath and generally. Musty smell in corridors. Breakfast variable in quality and cooking. Car park lift areas lighting and smell not pleasant. Staff friendly throughout but bar service was slow.

Hi Pippa, Thank you for taking the time to review your stay with us. It's wonderful to hear that you found our staff friendly; our team always aims to make our guests feel welcome. We're glad that you appreciate our efforts in sustainability, it's heartwarming to know that our guests support our towel reuse initiative. However, we're sorry to hear about your concerns. While the historic charm of our building is usually a guest favourite, we understand that the window frame in your room was not up to standard, and we'll certainly look into that. It's also disappointing to learn that the air conditioning did not meet your expectations; we're always working to ensure all amenities function properly for a comfortable stay. As for the bar service and breakfast experience, your feedback is invaluable, and we'll be sure to consider how we can enhance these aspects of our service. We take pride in our complimentary soft drinks in our Privilege Rooms and Suites and hope that this added touch was a highlight during your time with us. We hope to see you next time you are in Bristol. All the best, Mahesh, General Manager

Poor service

Customer review rating 1.5/5

Anonymous Couples - Confirmed reviews ALL

No hot water in rooms in the morning In room phone not working in order to report issues On checkout, voiced this too reception and they barely acknowledge it with only a “ we’ve noted it” Have stayed previously and this was disappointing

Dear Guest, Thank you for taking the time to share your experience with us. We're really sorry to hear that you encountered issues with the hot water and the in-room phone during your stay. We usually pride ourselves on our modern amenities, and it's a letdown to hear we didn't hit the mark for you. While we've noted your comments at reception, I want to assure you that we're genuinely concerned about your comfort and experience and our team is always on hand to ensure our guests have a smooth and enjoyable stay. Rest assured, we're reflecting on your feedback to improve the departure process. We'd love to have another opportunity to show you the high standard of service we're known for. Wishing you all the best until then. Mahesh, General Manager

Customer review rating 3.5/5

Anonymous Solo - Confirmed reviews ALL

Inside room with poor view

Hi Guest, Thanks for sharing your experience with us. I'm really sorry to hear that your interaction with our reception team wasn't up to the warm standards we aim to uphold. We're usually known for our attentive and friendly service, and we're sorry this was not your experience. It's also clear that you've had a bit of a struggle with getting hot water for tea. We pride ourselves on our ‘Keepers Bar & Kitchen’, which typically has a buzzing atmosphere, but I understand that sometimes one just needs a simple hot cuppa outside the coffee offerings. Rest assured, we always strive to create a comfortable environment for all our guests, and I'll be taking your comments on board. On a lighter note, I'm thrilled you noticed our efforts in cleanliness and sustainability, as we work hard to maintain high standards while being mindful of our environmental impact. It's lovely to see that our commitment hasn't gone unnoticed. We do hope to welcome you back for a perfect stay. Best wishes, Mahesh, General Manager

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Other web-users rate our hotel

  • 1,781 reviews 8.8/10 Location
  • 2,647 reviews 4.8/10 Room
  • 1,674 reviews 7.6/10 Service
  • 28 reviews 6.3/10 WiFi
  • 1,422 reviews 3.6/10 Comfort
  • 919 reviews 4/10 Cleanliness
  • 814 reviews 4.6/10 Amenities
  • 678 reviews 6.2/10 Breakfast

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