DoubleTree by Hilton Hotel Bristol South - Cadbury House

Great service in the restaurant super food!

Room was good except the noise from planes and air con .We were obviously on a flight path and didnt get much sleep, we had windows open as air con was not working it came on then went straight off again. Even with windows shut the noise from planes stopped us sleeping, We had intended on having a lay in and visiting local places of interest but we both felt wiped out so came home instead. It was supposed to be a nice get away as we were celebrating our wedding anniversary.

Very disappointed with my stay. They couldn’t check me in cause they couldn’t find my order and then we went to our room 202 and the bed was wet from someone wee in it

It was a lovely stay the bed was very comfortable and the staff were all very nice and friendly

Brief stay, room had all we required - extremely comfortable bed & tea/coffee making in room for the morning. Lovely raised terrace out the front of hotel to have a drink in the late afternoon sun.

We were very disappointed with the allocation of the room that despite sone wonderful views from hotel, we were put in a room where the view was a walk & bushes. The hotel sits on a cliff so floor 2 is ground floor and our room was 2 floors into basement. The manager and staff told us that there were no other rooms available, however on us kicking up a fuss they found us a room one floor up with view of car park. This is one hotel which I believe over promises and under delivers. Ask specifically about scenic rooms otherwise you will be lumbered with a room at the back. Useless Staff, don’t expect much sympathy or support from them.

Our television did not work. The safe also did not work. We paid for breakfast but no breakfast available by the time we had to check out. Steps up to reception very difficult especially with luggage. Very disappointing experience.

Not Hilton quality The bed was rock hard, to the point I would wake up with pressure point pain on hip and shoulder The safe didn’t work - so I had to bring our valuables with us. Front desk said maintenance was “off for the weekend” The faucet in the sink was also broken and kept turning off The AC was set to 20 Celsius and still it wasn’t cooling We weren’t able to use our free drinks coupons Dinner be night was absolutely diabolical The meat was so dry it was difficult to swallow We suspect it was the pork loin left over from Sunday lunch roast A lot of service staff, but only a few were efficient and knew how to serve The pool area was over crowded - as locals buy memberships to the gym which gives them access to the pool Their were zero lounge chairs, the pool was hot and crowded Outside on the terrace the wasps were out of control, which made it impossible to sit out there The fountain area had some canvas chairs but zero shade or umbrellas - This was an absolute wasted space and a shame as it was tranquil - aside from the rowdy crowd of parties that left all of their own drinks and food on the tables After 2 hours still no one came to clean it The bar area was freezing to the point of shivering uncomfortably It has so much potential and so little to offer at the moment

Good

Hello, Formal Complaint Regarding Unfulfilled Booking and Poor Customer Experience – 5th July 2025 I am writing to formally express my profound disappointment and dissatisfaction following our recent experience at your hotel, Cadbury House, on Saturday 5th July 2025. Prior to our arrival, we contacted the hotel on multiple occasions to confirm our booking and check-in arrangements. Just an hour before our arrival on 5th July, a member of your staff reassured us that we could check in at any time before 12 midnight and that both rooms were fully reserved and ready for us. We had also contacted the hotel on the 4th July, and were once again assured that everything was in order. However, upon our arrival at approximately 8pm, we were informed that the rooms were not available. This was not only shocking but deeply upsetting, especially as we had brought our young children for a much-needed short break after their school examinations. We were all tired and looking forward to a relaxing and enjoyable experience, only to be met with confusion and disappointment. The acting manager, who was standing in due to the absence of the general manager, apologised for the situation and acknowledged the error.