This review would have been a ONE Star review (Terrible), had it not been for the hotel's Customer Services Mgr (Magdelena) phoning me up yesterday (early January 2012) and working very hard to try and win back some of my goodwill
As soon as TripAdvisor puts this hotel's top restaurant (Palm Court) onto the system - a ONE Star review for the restaurant will follow.... (a truly terrible experience of chronic over-salting and poor customer service - the only recommendation for the restaurant is if you are trying to speed the demise of one who is hypertensive.... )
Please note: this review is for a very expensive suite (c.£200/night) in a very grand hotel - if you pay premium prices, then it is reasonable to expect premium service....
Was having to travel for work on Boxing Day, so thought I would book myself into a nicer hotel as a treat in lieu of the interruption to my xmas holidays. I am a smoker, and though historically I would stay at the other Bristol Marriott hotel - Bristol Marriott City Centre - it has apparently got rid of all it's smoking rooms so I was stuck with the Royal instead. I nearly booked at the local Holiday Inn (which still has a fair few smoking rooms) - now wish I had.....
Note: I was a Marriott Platinum member (100+ nights/year) for years - so had some residual Marriott loyalty when I made the hotel booking (fool that I am....)
Booking process was really annoying as you get diverted to the Marriott Call Centre where they have no real information or local knowledge about the individual hotel - eg as the hotel now only has four smoking rooms, what are they like - are they the tiny little corner rooms, or spacious kings, etc, etc
I arrived at the hotel and managed to get a disabled space in their underground car park (Marriott - PLEASE NOTE THIS - quite a few of the disabled spaces were occupied by cars/vans that DID NOT HAVE BLUE BADGES - the hotel should do more to better manage their own car park)
At check-in, it was obvious that the hotel was very empty, and got offered an upgrade to a suite at a discounted price (though still v expensive) - this upgrade offer and discussion was reminiscent of haggling at a street market or buying a second-hand car...
Teh check-in guy did not know which local restaurants were open (it was Boxing Day)
The suite (1427 - the only smoking suite in the hotel) was spacious and clean, with large bathroom, large bedroom (bigger than king size bed, huge hanging space) and sizeable bathroom (great bath, wide and deep) - see attached photos. BTW - the suite is the furthest away from the lifts (elevators) you can get - be ready for a trek!
This hotel was originally built for a different hotel chain, so it does not have the usual Marriott amenities of an ice machine by the lifts....
Called Room Service (Marriott "At Your Service") to get some ice - left the phone on speaker, and gave up after 3 minutes of the call having not been answered
Five minutes later, called Room Service AGAIN - again left the phone on speaker, and GAVE UP AFTER 3 MINUTES OF THE CALL HAVING NOT BEEN ANSWERED
Note: the hotel seemed virtually empty with no functions going on, I cannot work out why there would have been no staff to answer the phone
Switched on the TV, so I could lounge on the sofa whilst waiting for my restaurant booking.....
The sofa is VERY UNCOMFORATBLE. This sofa (see photos) is very high (my 5ft6 friend's legs could not reach the ground), very hard (impossible to lounge on), and very deep (I could not sit on the sofa with my back straight and supported, as the depth of the sofa is greater than the length of my thighs - I am 6ft, so go figure!)
Went and ate supper in the hotel's best restaurant - an horrendous experience to be detailed in another review
Had a fantastic night's sleep - the bed was very comfortable and huge, the room was quiet
Ablutions were brill - a truly excellent bathroom with a spacious bath and a powerful shower
Room Service Breakfast...... Aaagh - TERRIBLE (these room service breakfasts are c.£20/person when you add in tray charge, etc - so you would expect them to be up to the usual Marriott standard....)
The breakfast arrived on time - eg, as expected.
There was no marmelade - when I queried this with the Room Service chap he told me that there was marmelade, I showed him the apricot jam and the honey (but still no marmelade!), and then he grudgingly went and got some...
Only one knife! Am I meant to wash my own cutlery between eating my cooked breakfast, and spreading my toast & marmelade?
The "medium" boiled eggs were so hard boiled you could have used them for mortal combat.
No pastries - the Room Service Breakfast Menu clearly states that you get pastries with your breakfast (this is not a box you have to tick - you should get these automatically).
I didn't call the Room Service guy back about the pastries, as I was so fed up with the disturbances (geting the marmelade, etc) and general poor service.
Unfortunately the breakfast was part of the package, so I couldn't refuse to pay this part of the bill (as it was tacked onto my room rate).
Generally very good,
Best customer service of the whole stay (though having said that, there was a fair bit of leeway!),
Lady at chek-out immediately apologised for the terrible restaurant experience,
And took £3 ($5) off my bill - as this was the tray charge for the terrible breakfast!! I think a larger deduction would have been more apt.
When I got home I filled out the online Guest Satsfaction Survey that Marriott had emailed to me - this is what triggered Magdelana to telephone me a week later
next time I will try the Holiday Inn (which is MUCH cheaper)
- Official Description (provided by the hotel):
- With a fabulous location next to Bristol Cathedral and the historic waterfront, the Bristol Marriott Royal Hotel offers ideal accommodations for enjoying England's southwestern charm. From the moment you arrive, our Victorian-style hotel captivates you with polished marble, warm mahogany and gleaming brass. Spacious rooms offer comfortable furnishings, 24-hour room service, and large work areas with high-speed Internet. For an event, choose our ballroom for 260 guests or a smaller meeting room for intimate gatherings. Enjoy an afternoon tea or cocktail at the Club Bar after your stroll from Bristol's historic sites. For dinner and Sunday lunch, the newly refurbished Walters Restaurant, offering locally sourced regional flavours from the South West. Visit our Roman-style leisure club for the perfect retreat - enjoy a refreshing swim, soothing sauna or invigorating workout. When looking for a luxury hotel in southern England, choose the Bristol Marriott Royal Hotel for its friendly staff and modern amenities. ... more less
- Reservation Options:
- TripAdvisor is proud to partner with Booking.com, Expedia, Superbreak UK, Odigeo, Hotels.com, TripOnline SA, Ebookers, 5viajes2012 S.L., HotelQuickly, Evoline ltd and Cancelon so you can book your Bristol Marriott Royal Hotel reservations with confidence. We help millions of travellers each month to find the perfect hotel for both holiday and business trips, always with the best discounts and special offers.
- Also Known As:
- Marriott Bristol
- Bristol Marriott