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All reviews park view city centre waffle maker car park temple meads station train station free wifi rooms are small air con short walk modern hotel excellent hotel very pleasant stay busy road cabot circus short stay full english
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Reviewed August 7, 2018

When we arrived, there was no parking space available. One of the main reasons for choosing this hotel was because of their on-site parking. There were only about 20 parking spaces for a hotel with 150+ rooms. Not a good start.

The receptionists looked preoccupied with something else and were not friendly (our first time encountering this attitude in a Hilton property)...

The room was the smallest Hilton room we have seen (there was hardly any space to put our small carry-on luggage). To make it worse, there was a massive swivel chair in the middle of the room which blocked access to the wardrobe.

We had to get refreshed after a long drive before a meeting in the evening but found out that there wasn't any water in the room (we couldn't use the shower, tap or even the toilet). We contacted the reception and the receptionist said that he was aware of the problem and would contact us in 5 minutes with an answer. We didn't hear from him for 20 minutes and called him again but he didn't answer our call.

I went down to the reception. There were people complaining about the water situation. The receptionists were ignoring calls (probably from other dissatisfied guests) and basically told us that we would have water within 45 minutes. After 3 hours, there was still no water.

We tried to check out and move to another hotel but the reception didn't allow us to do so.

We regularly use Sheraton and Marriott and have recently started using Hilton hotels. This kind of attitude would be unthinkable in Sheraton/Marriott (probably not in other Hilton hotels either). We thought this would be the last time we used Hilton.

We didn't want other guests to experience what we have experienced so informed Hilton head office about the problems.

Then we received very fast replies and superb follow-up services to mitigate the problems. They contacted the hotel's manager immediately and tried to ensure that the issues were addressed. Although the hotel's management still did not correct the problems in an appropriate way (they simply offered some discount on the rate charged but were still keen to charge us for the inconvenient stay), we were impressed by the level of professionalism shown by the customer relations team at the Hilton head office.

The included breakfast was poor as well. They put more than ten fried eggs on a small plate (looked absolutely disgusting) instead of a proper serving plate/fan. The food didn't taste fresh (compared to other Hilton breakfasts). The advertised waffle machine wasn't there (apparently broken sometime ago). Fruit juices were cheap instant juices mixed with water (tasted more like fruit drink rather than fresh fruit juice). Even the coffee wasn't good.

We won't stay in this particular hotel again. But we have not lost our faith with Hilton brand thanks to their fantastic customer relations dept and we will stay in other Hilton hotels.

Room tip: Choose another hotel (there is a Double Tree Hilton nearby with plenty of parking spaces)
Date of stay: July 2018
  • Trip type: Traveled on business
    • Value
    • Sleep Quality
    • Service
1  Thank ProTravellerJim
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Gareth J, Manager at Hilton Garden Inn Bristol City Centre, responded to this reviewResponded August 19, 2018

First and foremost, thank you for having chosen the Hilton Garden Inn Bristol City Centre as the hotel of choice for your recent stay and thank you for your loyalty to Hilton.

We would also like to thank you for having taken the time to provide us feedback. Based on the rating you have given us, it appears that we have failed to meet your expectations and we offer our sincere apologies to you.
With regards to the water supply this was an issue with the outside road works turning off the supply of water to the road and our building without giving us prior knowledge and we would like to apologise for the situation that ensued. As for parking, due to our city centre location there is unfortunately a limited amount of space for cars, we do have 49 spaces available for cars in our parking however there are numerous alternatives in the local area.
Your comments will be shared and discussed with priority amongst our department heads concerned as to avoid the recurrence in the future.

ProTravellerJim, we apologize for the inconvenience you have encountered and we appreciate your comments as it is only through caring guests such as yourself and through your feedback that we are able to continually monitor and improve the standards of services provided.

Moreover, we hope you will give us another chance to provide you with outstanding service you may always expect from our hotel.
With this in mind, we once again thank you for your feedback and we most certainly do look forward to welcome you back in the near future.

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed August 6, 2018

situated lovely and closely to the city centre, a reasonable walk to shops, restaurants and shopping centres etc. staff were lovely and always on hand. on site gym was useful also. the bar and restaurant was also lovely and the overall cleanliness was amazing! would definitely stay again.

Date of stay: September 2017
  • Trip type: Traveled as a couple
    • Location
    • Rooms
    • Service
Thank lukasTA_3
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
GarethHGIBristol, Manager at Hilton Garden Inn Bristol City Centre, responded to this reviewResponded 3 weeks ago

Thank you very much for your kind five star review - I am very happy to hear Hilton Garden Inn did not disappoint you.

We all try so hard to get it right for our guests and it is always wonderful to know when we have done so.

Thank you again and see you soon hopefully.

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed August 5, 2018 via mobile

Overall good. Can’t fault anything.

Staff super helpful. Breakfast excellent and worth as variety and option to order hot food to be cooked fresh.

Transport location convenient for bus. Walkable to most of Citi centre.

However hotel slightly run down and seems some minor repair and improvement. Bur amenities including Aircon etc seemed to work well.

So overall an excellent stay for us

Date of stay: August 2018
Trip type: Traveled with family
Thank pach72016
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed August 3, 2018

The property is just a few minutes walk from Bristol Temple Meads station. It is walkable into the City Centre or there are a number of buses which stop outside the hotel - whether you walk or bus it is about 15 minutes to the centre.
My check-in and check-out were both efficient and some discrepancies on the final invoice were quickly rectified.
The room is a standard for this type of hotel - everything you need, compact but not squashed together. There is a good sized desk for working and a comfortable chair at the desk. The room safe is big enough for a full-size laptop. Plenty of hanging and drawer space. Usually tea/coffee hospital tray - Earl Grey tea a nice touch! Bathroom is basic but good shampoo/shower gel provided. Limited choice of TV channels; and this is frustrating as so many hotels - including this one - have not retuned following recent Freeview channel changes - so there are even less channels than before!
There are few places in the immediate vicinity to eat so I opted for the in-house restaurant on both evenings. Food was well prepared and good sized portions. As with any hotel, the menu offerings are limited, but you could eat here for several nights without repetition. The breakfast selection was great - including waffle maker, several types of bread and kippers - makes a change from the same "bacon, sausage and egg buffet" which is the only choice at so many other hotels.
Why only four stars? Well the room was very warm and the aircon noisy - Perhaps that is the result of our recent and untypical hot weather.

Date of stay: August 2018
  • Trip type: Traveled on business
    • Sleep Quality
    • Cleanliness
    • Service
1  Thank yhi904
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed August 1, 2018 via mobile

Stayed here last week for a few days. From start to finish the staff were wonderful. If I could give them a 10 I would. Nothing was too much trouble.
Arrived early as only from Cardiff but had beautiful weather and wanted to see as much as we could. We were very fortunate and were able to book in early.

Our room was overlooking the park on the 4th floor. Lovely and quiet and great air con.

Ate at the hotel in the evening and food was delicious as was breakfast the following morning. Everything piping hot. Lovely. Would I stay here again. Absolutely. Will be looking at the weather over next fortnight and if I can get another good deal with Hilton Honours will book again. So much to see and do especially with a bit of sunshine.

Date of stay: August 2018
Trip type: Traveled as a couple
1  Thank Patphil2506
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
GarethHGIBristol, Manager at Hilton Garden Inn Bristol City Centre, responded to this reviewResponded 3 weeks ago

Thank you very much for your kind five star review - I am very happy to hear Hilton Garden Inn did not disappoint you.

We all try so hard to get it right for our guests and it is always wonderful to know when we have done so.

Thank you again and see you soon hopefully.

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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