Mercure Bristol Grand Hotel 4 stars

Customer review rating (ALL Rating) 3.6/5 1,158 reviews

Mercure Bristol Grand Hotel - Image 1
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ALLSAFE approved hotel

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
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


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.

Our guest reviews

Our guest reviews

100% genuine reviews from our guests

Find out more

ALL Rating  3.6/5  1,158 reviews

TripAdvisor Rating  3.0/5  1,473 reviews

Awful place to stay.

TripAdvisor rating 1.0/5

Nigel D TripAdvisor review

Absolutely awful place to stay, room dirty, food is awful. Paid over 150 pounds just for the room, no breakfast included. Reception staff rude. I would rather sleep in my car. The building is wonderful, shame about people running it.

Very cold and privilege room not up to previous standard.

Customer review rating 1.5/5

Victoria Couples - Confirmed reviews ALL

I have previously stayed at the same hotel in a privilege room and had an excellent stay. Last January I booked again expecting the same experience. I have been looking forward to my stay for 10 months. When I opened the door to my room on Friday I was very disappointed. The room was dark and cold, and there was no coffee machine. I checked with reception that I had been given the correct room type and was told that room 340 was a privilege room. After going back to the room and realising it was not heating up, I noticed the heating panel was flashing. There was a tiny plug-in radiator which was barely outputting any heat. My partner rang reception to ask for another heater, but was informed that none were available. He had to ring the external hotel phone number after getting no response from housekeeping, maintenance or the internal reception number. We were in Bristol to attend an event I was working at, so needing to contact reception twice on arrival made us late for the event we were attending that evening. The room was so cold that we did not sleep well, and impacted on the rest of our week plans. In addition to the cold there was a loud air extractor opposite the room. It was so loud that it could be heard over sound of a hairdryer. Based on my experience last weekend I will not be booking another stay at this hotel.

Hey Victoria, Thanks for taking the time to share your experience with us. We regret to hear that your recent stay wasn't as welcoming as we aim for. We're usually known for our attentive service and we regret that we missed the mark. Our guest comfort is paramount, and we will double-check our heating solutions. As for the noise disturbance, we're on the case to ensure a more peaceful environment. We appreciate you being part of our loyalty program and value your input as it helps us improve. We'd love to have the chance to show you the warm (quite literally!) and exceptional experience you expect from us. We certainly hope that we can welcome you back again. Best regards,

Good location, terrible amenities

Customer review rating 2.0/5

P Business - Confirmed reviews ALL

I was there for three nights. The heater was not working, first night I had only one portable heater and the second I needed a second one as the room was totally freezed (windows are like paper). I didn't have hot water during the first two days. Other colleagues had similar problems. The hotel offered to upgrade the room but the new one did not work either. It is a pity because the location of the hotel is great and the rooms are comfortable.

Hey there! Thanks so much for taking the time to share your experience with us. 😊 It's fantastic to hear that our prime location hit the mark for you! We're all about giving our guests the best base to explore the city. We're sorry to hear about the trouble you faced with heating and hot water. While we do have individual heaters and extra fans for such unexpected situations, it seems we dropped the ball this time. We regret the inconvenience it caused. Also, your point on cleanliness has been noted; maintaining our standards is super important, and we'll be diving into that issue to ensure our décor keeps up with our guests' expectations. As for the towel change policy, that's a super idea, and I'll be sure to pass it along to the team for consideration. We're always looking for ways to be more eco-friendly and guest-conscious! We'd love to show you how cosy and functional our hotel can be, so here's hoping we get the chance to welcome you back and improve upon your last stay. Take care and see you soon! Mahesh, General Manager

Please avoid. This is a woeful excuse of a hotel and woeful service.

TripAdvisor rating 1.0/5

Resort56919233121 TripAdvisor review

I checked into the hotel at 4pm. I was allocated room 335. When I checked in the receptionist told me that there was an extractor van that can be heard in the hotel room which would turn of at around 8pm/9pm. I was also told that there was an event on at the hotel which would end at midnight. This was of little concern as we were going out for dinner from 5:30pm and wouldn't return back to the room to about 9pm. When I returned to room from our evening out, the extractor fan was still on. I expected it to go of at any minute, I then conducted a Google search to see what time the hotels restaurant (keepers bar) keepers & Kitchen bar closed, which was 10pm. I thought I would give them the benefit of the doubt and I waited to see whether the extractor fan would be turned off after they had closed. The extractor fan was very loud in the room and I had to drown own the noise by turning up the volume on the TV. At 22:30 the extractor was still on and I tried to call down to reception several times, but there was no answer, however the noise suddenly stopped, I then contacted the hotel via a WhatsApp chat, to ask the staff what time it was suppose to go off? The staff member replied with apologies and said that they had just turned it off. I asked what time is it likely the extractor will turn on as we were told that breakfast starts at 6am, so we assume that It would come on when the staff start cooking breakfast. The staff members advised that it wouldn't be on until the afternoon, however I know this to be a lie. The other issue arises at 23:30 when I turn of the TV for bed, the room is quiet with the extractor turned off, however people could be heard from outside the room, such as people walking down the corridor, people chatting and doors slamming very loudly. The extractor fan came back shortly after 12am, this stayed on for an hour, I contacted reception via WhatsApp and told them to turn the extractor off at 01:12am, it had been on for a whole hour and it took for me to contact reception to get them to turn it off. Over the duration of the next 45 minutes until two o'clock I was disturbed by other guests from other rooms, at approximately 02:00 there was somebody who had ordered room service, the staff member had banged on a guests door, she was really Loud and I could also hear ask the guest if they had ordered sausage. There was also another Incident where a conversation could be heard by somebody coming and knocking on a door and asking somebody whether he had ordered a prostitute. At this point I wanted to leave the room as it was unsatisfactory and not fit for purpose, I would have been happy for alternative accommodation. I tried to contact the hotel reception on the phone in the room. I contacted on 2424, somebody picked up, but abruptly said "this is not reception" and hung up. I tried to contact reception on the other option on the phone, however there was no answer. At this point I was seriously unhappy and frustrated, I know longer wanted to stay at the hotel and decided that I was going to return home back to Stratford-Upon-Avon. At 02:20am, I went down to reception to check out, I spoke with a manager, there was no offer of an alternative room due to the hotel being fully booked. The hotel manager was apologetic and informed me that he would be more than happy to process a refund, he also offered a complimentary stay. I asked him if he could send an email confirmation, however he did not do that. As a result of this incident I am out of pocket, firstly due to the wasted fuel to get to and from Bristol, secondly due to an experience that we had booked will not refund us the tickets, thirdly we had dinner booked and I will be charged a deposit.

Hi Guest, Thanks for your feedback. It's great to hear you chose to dine out at local spots; our vibrant city centre location is surrounded by wonderful dining options and we're glad you could take advantage of that. We're truly sorry to hear about the disturbances during your stay. The noise from the extractor fan and the disruption in the corridor are not the peaceful experience we aim to provide. While our building's historic character sometimes challenges us, we strive to ensure our guests' comfort. Your feedback is invaluable and we're looking into these issues to prevent future occurrences. The late-night service disruptions you mentioned are certainly not typical, and we're addressing this with our night team to ensure our guests' sleep isn't interrupted. Regarding the communication challenges you faced, we've taken note and are working on improving our responsiveness to ensure our guests feel heard and assisted at all times. While we cannot undo the inconvenience you faced, we hope to have the opportunity to welcome you back under better circumstances. It would be great if we could welcome you back! Best wishes, Mahesh, General Manager

Avoid at all costs

TripAdvisor rating 1.0/5

Drew C TripAdvisor review

Main thing is the windows in rooms are singled glazed. Don't expect to get any sleep! This is forgetting that the standard room is tiny with paper-thin walls, so if the noise outside doesn't wake you up, your neighbours probably will. The hotel is generally a lot more grubby than in the promotional photos. I cannot believe what they charge given the quality of this hotel, I wouldn't stay again even for half the price.

Hi there, Thank you for taking the time to share your review. We're thrilled to hear you loved our location right in the hustle and bustle of Bristol – it really is perfect for exploring the city's hotspots. On the other hand, it sounds like we dropped the ball on a few things – and for that, we truly apologize. While our windows are indeed double soundproofed on the car park side to ensure a peaceful sleep, we regret if the noise was still an inconvenience for you. We always aim to provide a serene environment and offer earplugs for those extra sensitive to the city's buzz. It seems we missed the mark with the room size too. We do have a variety of room sizes available, and our team would be happy to assist in finding a space that's just right for future visits. As for the upkeep of our hotel, we pride ourselves on the cleanliness and presentation of our rooms, and we're sorry if this wasn't reflected during your stay. Rest assured, we'll be looking into your concerns to ensure that our high standards are maintained. We hope you will consider staying with us again in the future. Best regards, Mahesh, General Manager

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Other web-users rate our hotel

  • 1,814 reviews 9.1/10 Location
  • 2,753 reviews 4.6/10 Room
  • 1,789 reviews 7.4/10 Service
  • 26 reviews 6.9/10 WiFi
  • 1,455 reviews 3.5/10 Comfort
  • 968 reviews 3.8/10 Cleanliness
  • 903 reviews 4.5/10 Amenities
  • 734 reviews 6/10 Breakfast

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