Mercure Bristol Grand Hotel 4 stars
Customer review rating (ALL Rating) 3.6/5 674 reviews
ALLSAFE approved hotel
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
Within walking-distance of main amenities
BS1 2EL BRISTOL
BRISTOL INT At 12.39km / 7.7 miles
TEMPLE MEADS At 1.29km / 0.8 miles
Check-in from - Check out up to
Eat, drink and unwind, morning, noon and night at Keepers Kitchen & 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 hotel's roof.
With 186 spacious and beautifully appointed rooms, stunning suites and eleven elegant function rooms, we are the first choice for tourists and business travellers.
100% genuine reviews from our guestsFind out more
Badly managed, under-staffed, poor quality rooms
Customer review rating 1.0/5
Paul G. Business - Confirmed reviews ALL
Very poor. The room (4th floor) was cheap and shoddy. No wardrobe, just open piping. No fridge. Window frames had cracked and peeling paint. There wasn't even a proper bedside table with drawers. The double bed was shoved in the corner, against the wall so if there were 2 guests, one would have to physically climb over the other. This would not be acceptable in the cheapest halls of residence. The place was very poorly managed. Too few staff. Despite it only being the first night of a 4 day convention, with only a fraction of the delegates present, the bar ran out of several drinks on the Thursday night. This happened repeatedly over the next few days. This is even more unforgivable, given that the same thing happened the last time we came in 2019. Those staff that were present were untrained (that was their repeated excuse as queues built up). On the Saturday night, the Keepers bar was closed all night due to the lack of staff, since they had to prioritise the gala dinner (doubtless there will be many complaints about this shambles also). This meant that delegates, WHO COME TO THIS FESTIVAL TO MINGLE AND MEET FRIENDS were dispersed across the city, which ruined the whole point of the weekend for many. I sincerely hope that next year's festival is better organised, or even better, we find another venue, as you aren't up to the job.
Dear Paul, Thank you for taking the time to share your review. We are so sorry that your stay with us did not match your expectations and we sincerely regret any inconvenience. We work very hard to provide our guests with the best experience possible and unfortunately, it seems that we fell short in this instance. Nevertheless, it is feedback such as yours that allows us to improve our services and facilities and rest assured that we have noted all your comments for our consideration. We hope we can welcome you back in the future for an improved stay. Kind regards, Michael, General Manager
Customer review rating 1.5/5
Happy T. Business - Confirmed reviews ALL
The positives are that the hotel is well located and the room was nice and clean. However overall the levels of service were appalling. Bar and restaurant chaotic, breakfast service a joke. I appreciate the pressures on the hospitality industry, but having stayed in different hotels recently I would say this was well below par sadly, especially given the prices charged. Much better hotels available nearby.
Dear Janette, Thanks for sharing your feedback with us. We are glad that you found our location great for getting around Bristol, and our rooms got the thumbs up. We always try hard to make sure all our guests have a good experience and we're sorry to hear things weren't exactly what you were hoping for. We'd like to assure you that we have taken note of your comments, and your feedback will help us get it right in the future. We hope to see you again for a better stay. Cheers, Michael, General Manager
Overwhelmed and understaffed
Customer review rating 1.0/5
David P. Solo - Confirmed reviews ALL
I have never stayed in a hotel which exhibited so much chaos and confusion. It felt as if the entire operation, from management down to temporary staff, had no idea what they were doing, and constantly firefighting. The refurbishment of the rooms in "industrial chic" has resulted in nowhere to hang clothes without distrubing the tea-making facilities, and a secret weapon of a shelf beneath the narrow desk which has sharp metal edges which results in a deep cut to my finger.
Hi there David, Thanks for taking the time to share your review. We always try hard to make sure all our guests have a good experience and it is disappointing to hear things weren't what you were hoping for. We're sorry that our usual top-notch standards weren't obvious on this occasion and we'll be discussing your comments with team to make sure we get back to the high level our guests are used to. Please accept our sincere apologies for the incident you mentioned. Thanks for telling us your thoughts, we always take your comments seriously and we'll be making sure we use your feedback to get things right for your next visit. We hope we can welcome you back in the future. Kind regards, Mahesh, General Manager
Best for Crimefest
Customer review rating 4.0/5
Hilary R. Friends - Confirmed reviews ALL
Nice room with no view (132) but lots of hot water although limited clothes space - we lived out of our suitcases. Not one drawer! Good breakfast but the plates needed to be hot! Carbonara in Keepers better than in the posh Italian restaurant.
Hi Hilary, Thanks for taking the time to share your review. It is great to hear that you enjoyed your time with us and we will be sure to let our team members know how much of an impact they made on your experience. We do have rooms of different sizes, next time you're visiting let us know and we'll find you a room that gets your thumbs up. Sorry about any inconvenience with the Wi-Fi, always be sure to let us know about issues while staying, we've got a team ready to help and want your stay to be as perfect as possible. Please know that we've taken good note of your comments on breakfast for us to consider for the future. The whole team hopes that we may see you again soon. Cheers, Michael, General Manager
Extraordinary service at a difficult time
Customer review rating 5.0/5
Matt C. Solo - Confirmed reviews ALL
Whilst staying at the Mercure Bristol Grand Hotel, I attended CrimeFest - the crime writing festival taking place at the hotel - and can say that when under pressure, the hotel team thrived and provided an extraordinary service. I was impressed by how kind, friendly, and attentive every member of the team was, and I was even more delighted by the quality of the room and hotel facilities. I will gladly stay at the hotel again.
Dear Matthew, We really appreciate this positive review about your stay. Our team works hard to ensure that every guest has the best experience possible, so it is rewarding to know that everything met your expectations. Your feedback inspires us to continue upholding our high standards of service! We look forward to welcoming you back. Best wishes, Mahesh, General Manager
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