Doubletree By Hilton Bristol City Centre, Ballroom

We booked a room at this Hilton hotel over 6 months in advance for an important trip. On the day of our arrival, we called the hotel around 9:45 PM to confirm our booking and inform them that we would be arriving late. We were assured this would not be an issue. However, when we arrived at the hotel around midnight, we were shocked to learn that our room had been sold. Despite booking well in advance and confirming our late arrival, the hotel still decided to sell our room without notifying us. They claimed they tried to contact us, but we have no record of this. We also provided all our contact information through Expedia, so there’s no excuse for the lack of communication. Their solution was to put us up in another hotel, but this required a taxi ride, meaning we didn’t actually reach our room until 1 AM—an exhausting end to an already stressful situation. Despite raising a complaint through hotel staff, Expedia, and directly with Hilton, all our complaints have been ignored, and no compensation has been offered. This experience was completely unacceptable. It’s one thing to have an overbooking issue, but to assure us everything was fine and then leave us stranded is beyond frustrating. I expected much better from Hilton, given their reputation. I hope they take this feedback seriously and improve their customer service to avoid putting other guests through this type of stress and inconvenience.

I arrived at 11 pm after a very long day, to be greeted by a very rude and grumpy man on reception. Who basically grunted at me . I was given a disabled room which had a shower which was not able to be used unless I was sitting down. The phone was out of order in the room so had to call reception from my mobile . I advised I did not request a disabled room nor was I advised of this at checkin. He huffed and puffed and offered me another room. I asked if someone could bring the new room key to assist me . Nobody came so I went back to reception. I was told he was a night auditor and not here to help guests. I advised him he was unfriendly and rude to which he became quite aggressive. I will be taking this further! I travel for a living and you would expect Hilton to be a certain standard this employee James is rude and it’s evident he does not want to be here let alone be helpful . I actually felt quite threatened and frightened. Avoid and go somewhere else ! I will not be back