DoubleTree by Hilton Bristol City Centre — Hotel in Bristol

Update 7th March 2025: The hotel has responded to my review 5 years late 😒

I am writing this review having been a Hilton Hhonors Gold member for a couple of years now. I have stayed at DoubleTree’s before however this one fell below of what I was expecting from the hotel. I stayed at the hotel with my wife and 10 month old child.

Prior to my stay I had confirmed, via a phone call 3 weeks earlier that the hotel provided a travel cot and a mattress. On arrival I was surprised to find that the hotel only has one concierge trolley and if it is in use by someone else then you would have to wait until it was free, if ever. I found that the Travel Cot did NOT come with a mattress. When I complained about this at the time the hotel attempted to fashion a mattress from pillows and a bed sheet. We thought this would be ok as we needed to put our son to sleep fairly soon, however as the pillows are not the same width as the cot this created a dangerous void and suffocation risk for our child. We only found this out when we woke in the night and found our son crying as his face had got jammed in the void. The next day went to the shops and had to buy our own mattress (about £20-30) for a travel cot mattress. Also the cot had two large stains on the side of it. The next issue was the bathroom, the door to the bathroom had water damage to the bottom of it causing paint to flake off (picture attached), in hindsight it is now clear that the bathroom was flooded at some point and the hotel didn't bother rectifying the damage properly. The side panel of the shower had a large piece of tile missing (picture attached). Furthermore the sink waste was broken which meant either the water was not draining or had to be taken out completely leaving a large waste hole that anything could go down. The blackout curtains were also inadequate as usual hotel rooms have side panels which trap the escape of light, this was missing from this hotel room and allowed light in, so defeated the object of blackout curtains. The view from our room was also on to a flat roof (not an issue, this sometimes happens), however right in front of the window was an air conditioning unit that hummed all night, I did complain about this and was told the hotel will move me to another room the next day however as we had a baby with a lot of luggage and only one night left of our 4 night stay we decline the interruption. It has been mentioned in another review that the carpets are dirty and I can second that, our room in particular had two distinct stains and one larger stain which again the hotel couldn’t be bothered to clean (picture attached) The net curtain also had a stain on it (pictured). It has been mentioned before that the TVs are laggy but that is an understatement, they are very slow, so if you want to change the channel, put the kettle on. I asked for a late checkout, the hotel informed me that they can accommodate to 2:30pm, however after 12pm on the day of my checkout my card stopped working. I notified reception of this and I was informed that even though I had arranged late checkout I was not allowed to go back to my room and my card stopped as I should have checked out. I needed to go back to the room to collect my luggage but the reception staff were initially refusing to let me go back, thinking I was trying to have one over them by trying to go back to the room which I should have checked out of or in some weird way trying to steal a free nights stay.

I also see that the Hotel Management respond to the reviews on Google, perhaps they can use this as a list to rectify the issues we had in room 142 and notify their maintenance manager.I also noticed that the 5th floor seemed to be for Hilton Hhonors members and I am not sure why I wasn’t put up there, or in to a larger room as we did have a cot in our room. I was surprised to find that the hotel did do larger rooms from pictures on Google.

The only plus to any of this was that the staff at the bar were very friendly and accommodating and the breakfast staff were...

My stay at the Hilton Hotel Bristol city was okay. I was provided with an okay room that was comfortable. The location is okay and close to the station. There is also a lovely church nearby with some great views. That’s where it ends. I ended up having room service on two occasions. The first occasion was great and had some lovely dishes and gladly tipped. However, the second time was not so great. I made the mistake of ordering something that had an ingredient I missed and did not eat due to suspected stomach sensitivity. I quickly called up and asked if I could change. I was told I was 10 mins late though I felt this more closer to 5 mins. I asked a staff member the name of the lady I was dealing with! Her name does deserve to be named and shamed in this review. I will ethically refrain from doing this. She responded that it was too late and the meal had left and on the way. Completely rude, dismissive and simply not bothered. If I wanted anything else I had to pay extra. Fine it was my mistake. I was expecting this to arrive soon thinking it was literally on my floor. Instead, I ended up waiting around 15 mins. She made it seem like it was immediately on its way. It clearly wasn’t. I’m sorry but I felt upset after this incident. I understand I made a mistake but sometimes compassion and understanding would be nice. Not everything is about greed and money. Their corporate mindset is clearly catching up. I ended up eating the meal as it is pricey and I was hungry after a long day but couldn’t help but feel really sad. So lesson is you best not make any mistakes with these lot as there is no compassion or understanding. Due to this and as a Hilton Honors member I will never recommend this place to anyone. You make any mistakes you are own your own! Simple! I had to force myself to eat something I didn’t enjoy and was worrying it wouldn't make my stomach sensitive. I understand the cost of living crisis. The room service team were more worried about losing £15 rather than switching to alternative meal and leaving a customer in mental distress.

There are better places in Bristol to stay and better customer service to...

Stayed here in a King Deluxe Room on level 5 (top floor) for 2 nights.|Positives:-|- Good location |- Good onsite parking (came free with the deluxe room, £18 otherwise)|- Great size bed|- Very Friendly staff|- Good breakfast selection and restaurant was great - a huge old Kiln, great location!|- Good steam iron in room (although it leaked water)||Negatives:-|Had a couple of issues:-|1)|Room had a bad drain smell when first entered. |Should have asked for a new room there and then, but we were in a rush to go out.|Raised with reception in the morning that the shower drain smelled really bad and they said maintenance would fix it.|We came home that evening and drain still smelled bad and problem not addressed. |By running the shower occasionally and keeping bathroom door closed the smell didn’t impact the rest of the room, just when you went into the bathroom. Got to be honest, no one could miss the smell when they entered the room so this is a major failing to address an issue in the room before we stayed in the first place and then either ignoring it or not fixing it once a guest had specifically raised it.||2)|Went to wash face and use a hand towel only to find it was a used towel! |This is fresh into the room and the towel was folded but clearly had been used, with a huge face size grease/make up stain and brown mark elsewhere, in the most favourable of circumstances this is a failing of quality control post washing, in the worst case it’s a failure of checking folded towels from previous guests. |Said towel was never replaced and we had only one hand towel for second night, that’s not a big issue but attention to detail clearly lacking in service. ||3)|Toilet paper wasn’t renewed after first day, meaning it ran out on second day. Again, just lacking attention to detail for supplies status in the room.||Overall, this could have been a great stay but was sadly wasn’t.|It’s not up to the usual level I’d expect from a Hilton, especially at the rates paid.|Would not...