A luxury hotel has been criticised for a host of alleged mishaps including reportedly failing to provide the England Rugby team with hot water.
Swimmers have voiced their anger that the four-star Bristol Marriott Royal Hotel, in College Green, will reportedly close its pool permanently in October, as we revealed last week.
Now hotel guests and members of its pool and spa have hit out at the standard of recent service, while there has been a slew of poor TripAdvisor ratings since the start of last month.
Recent incidents allegedly include a fire in the changing rooms and flooding through the ceiling above the pool in the Marriott, where a room costs more than £100 a night.
A Marriott leisure club member, Myra Baty, told Bristol Live the hotel had no hot water when the England Rugby team stayed there last month as part of World Cup preparation – though the Marriott said it has not received any formal complaint from the squad.
‘They didn’t seem very happy’
Another member, who did not wish to give her name, added: “I was there when the rugby players were there.
“I don’t know the players’ names, but they didn’t seem very happy. They wanted to use the Jacuzzi, but the hotel could only provide an ice bath.”
The 36-year-old South Gloucestershire resident, who has been a member for two years, says problems have plagued the leisure club since last year.
She said: “Everything is going downhill there. Just before Christmas they closed the pool for two months.
“A flood came down through the ceiling above the pool. One person said it was like Fawlty Towers.
“Members still had to pay £60 a month while it was closed. A lot of people were upset.
“Every time I am there I hear a guest moan. I have never been there and not heard something negative about it.”
The woman says the hotel has told her it will be closing the pool and keeping the gym open, but only for guests.
She claims a fire broke out in the changing rooms around a month ago, leaving soot and burn marks which she says are yet to be removed.
The member says she has regularly complained to management about issues such as vending machines not working and lights being broken in the sauna.
“All the management ever said when I complained was that they were looking into it,” she added.
“Then they said there will be no more investment in the leisure club until the end of the consultation period with staff, who are losing their jobs from the pool closing.
“Loads of people I know have cancelled their membership. I’ve decided to cancel as well. I think there is hardly anyone left now.
“It’s a really poor service. They don’t seem to care about members.”
One-star Tripdvisor ratings
Though the hotel has a four-star TripAdvisor average, it has received four one-star ratings and a pair of two-star ratings since the start of August.
Recent criticisms made on the review site include: “The pool has holes in the ceiling and paintwork is bubbling up and peeling.”
One man slammed the hotel for having “the worst pillows that man has ever made”, adding: “Genuinely it was horrible.”
He wrote: “My wife could sleep on the top of a mountain in a hurricane. But last night neither of us slept at all.
“And the cherry on the cake? A persistent knock at the door (which I ignored for as long as I could) in the morning from the cleaning staff asking, ‘When are you leaving?’
Another TripAdvisor reviewer last month blasted the lack of hot water and “disgraceful public relations”.
He wrote: “Hotel without hot water, spa disgraceful. No one wanting to accept responsibility, such a waste of time/money and a shame as once a beautiful hotel.
“No refund and very poor customer services. A spa day treat gone horribly wrong.”
Another guest commented on TripAdvisor last month that hotel staff had told her the disabled toilets were downstairs.
She wrote: “The whole point of disabled is no steps. This was abysmal.”
What the hotel says
A Marriott spokeswoman said: “The Bristol Marriott Royal Hotel has been undergoing a phased renovation to its guest rooms and public areas which we expect to be finalised by the end of the year.
“As part of the hotel’s ongoing refurbishment, we are in a continuous process of upgrading and improving our guest rooms and value our guest’s feedback during this time.
“I can confirm there was an isolated fire-related incident with a hair dryer in the Leisure Club. There was no disruption to hotel guests or associates and there is no major damage to the property.
“All the hotel’s and Leisure Club’s electrical appliances are regularly tested in line with safety regulations, and Marriott International policies and procedures are in place for Guest and Employee Safety, Operational Safety and Fire Safety.
“The Bristol Marriott Royal Hotel has not received any formal complaints from the England Rugby team following their stay with us.”
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